Generative AI has rapidly become the software tool of the moment and long may it continue. Companies across the globe are investing in this pioneering technology tool for business development purposes and for adding value to the customer experience. We take a look at some of the companies exploring its transformational capabilities and how their customers are responding.
Beyond, a global customer experience agency that works with Google, Snap, Diageo and Novartis, has announced the development of its Generative AI Practice, scaling its offering to enable clients to harness the latest Generative AI technology for better business outcomes.
Generative AI technologies represent a new era in computing that will deliver transformational capabilities to businesses, enabling smarter, initiative and personalised solutions across every digital business. Since the mainstream emergence of Generative AI at the end of 2022, businesses are increasingly eager to leverage its potential, but often lack confidence and knowledge on how to apply it to add the most value to the customer experience. Through its new offering, Beyond helps clients embark on the journey and find the best way to implement Generative AI to streamline, optimise and evolve their services.
Acknowledging the growing demand for these services, Beyond has invested upwards of £1 million to scale its AI offering to build a specialised workforce expertly skilled in Generative AI. As clients seek to utilise new technologies to enhance every stage of the customer journey, the practice will focus on applying and integrating Generative AI to create solutions that make experiences more intuitive and efficient, amplify creativity and simplify processes.
Across its client base, Beyond can already see potential in implementing Generative AI into 30-40% of its briefs and has already positioned solution architects, AI developers, prompt engineers, implementation engineers, data and Machine Learning specialists, product managers and designers to support this growth. As part of the new offering, the agency is also investing in specialising its existing staff to deepen their expertise in Generative AI through additional training in how to identify, select, refine and apply the technology.
The practice will offer solutions based on Google Cloud and OpenAI as well as open source frameworks such as LangChain. The solutions initially offered include:
- GenAI Opportunity Workshops -Sessions to uncover where Generative AI would bring value to clients’ ecosystems
- GenAI Solution Architecture and Development – Identifying the optimal architecture, models, prompts and refinement required to develop a solution
- GenAI Agents – Conversational agents trained to talk about specific subjects, products or content
- AI Contact Centre – A complete cloud-native platform to support multichannel communications between customers and agents, optimised for the smartphone era
- Enterprise Search – Generative AI-powered, semantic search engines with a large information corpus sourced from websites, unstructured and structured data
- AI Document processing at scale – Content extraction, summarisation and translation
“We are very excited to be expanding our workforce and capabilities more into this field, bringing the power of Generative AI to our clients and the experiences they offer,” said Cassiano Surek, Chief Technology Officer, Beyond. “Generative AI is already starting to transform the way businesses operate, but many are choosing to hold off from exploring opportunities because of a lack of expertise, confidence and resources. As economic pressures persist, businesses need to be operating at peak efficiency to offer customers the best service. We are committed to helping our clients take advantage of this technology and bolster their offerings and look forward to building and developing a diverse team to bring this to life.”
Another tech giant bringing Generative AI to life is Amazon Web Services (AWS), who recently announced an abundance of powerful new offerings to accelerate innovation in this field.
AWS announced five Generative AI innovations so that organisations of all sizes can build new Generative AI applications, enhance employee productivity and transform their businesses.
“Over the last year, the proliferation of data, access to scalable compute and advancements in Machine Learning (ML) have led to a surge of interest in Generative AI, sparking new ideas that could transform entire industries and reimagine how work gets done,” said Swami Sivasubramanian, VP of Data and AI at AWS. “With enterprise-grade security and privacy, a choice of leading FMs, a data-first approach and our high-performance, cost-effective infrastructure, organisations trust AWS to power their businesses with Generative AI solutions at every layer of the stack. [This] announcement is a major milestone that puts Generative AI at the fingertips of every business, from startups to enterprises and every employee, from developers to data analysts. With powerful, new innovations, AWS is bringing greater security, choice and performance to customers, while also helping them to tightly align their data strategy across their organisation, so they can make the most of the transformative potential of Generative AI.”
Organisations of all sizes and across industries want to get started with Generative AI to transform their operations, reimagine how they solve tough problems and create new user experiences. While recent advancements in Generative AI have captured widespread attention, many businesses have not been able to take part in this transformation. These organisations want to get started with Generative AI, but they are concerned about the security and privacy of these tools. We hear first-hand reviews from some of AWS’s customers who offer their experiences of the company’s Generative AI offering.
NatWest Group
“The world has changed over the past 12 months with the expansion of Generative AI technology,” said Zachery Anderson, Chief Analytics and Data Officer at NatWest Group. “This technology has raised the bar in terms of the types of services, products and support that our customers expect in meeting their financial goals. AWS Bedrock allows us to leverage the latest Generative AI models in a secure and scalable platform, which our teams of data scientists, engineers and technologists are using to experiment and build new services. With these tools, we will be able to combat the next generation of threats from financial crime, as well as allowing customers and colleagues access to the information they need, in the format they want, when they need it.”
Riven & Bedfordshire Police
“At Riven, we use innovative technology to help UK public sector organisations tackle its most pressing challenges,” said Rishi Hindocha, Chief Engineer at Riven. “Our first product, built in partnership with Bedfordshire Police, is being used by frontline officers and staff at several police forces across the country to reduce the significant amount of time spent redacting material and improve document safety. We already leverage several AWS AI services to drive innovation at every layer of our service delivery, from workflow automation to customer support. Amazon Bedrock will help take our redaction capability to the next level by providing an unprecedented level of accuracy when identifying personal information in documents, as well as the reliability, scalability and data sovereignty needed to deliver language models to every police force in the UK.”
Proximie
“Proximie’s focus on AI tools has been significantly accelerated by early access to Bedrock and the comprehensive support it has provided us in developing new ways of reducing the admin burden faced by clinicians today, and creating the safest, most productive environment for surgery,” said Richard Carter – VP of Engineering – Proximie. “We look forward to continuing to partner in Bedrock’s future innovations.”
