The models use of corporate data such as policies, procedures, and shipping data to automate and enhance customer service demonstrates how generative AI, still in its infancy, is beginning to take steps toward collaboration with humans, analysts note.
The first half of 2023 saw many use cases focused on how individuals can be more productive in their writing, content creation, or coding tasks, especially across marketing, sales, and development team, wrote Forrester analysts Rowen Curran and J.P. Gownder, in a blog post last November as UPS was putting its solution into limited production.
Todays genAI use cases are moving beyond individual augmentation to reach farther and deeper into the organization to connect organizational knowledge. As these applications access more knowledge, they are interconnecting individuals and teams to enable better collaboration not only between humans but also between humans and machines, they wrote.
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UPS delivers customer wins with generative AI - CIO
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