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GenerativeAI(GenAI) is leading a widescale evolution of business processes across industries.
Its easy to see why.
Executive Vice President and Global Head of Business Process Services at Hexaware.
This is especially true when it comes to GenAI.
Two years after the emergence ofChatGPT, weve seen countless use cases being explored and developed.
The time for experimentation is over.
In 2025, organizations need to focus on proven, value-drivenapplicationsof GenAI aligned with clear business objectives.
Without this more purposeful approach, they will only scratch the surface of the benefits the technology can unlock.
Enhanced central business functions
GenAI should not be about reinventing the wheel.
As a first step, organizations should focus on improving central business functions they already perform well.
Initial use cases should be aligned to streamlining key processes such as document handling and supply chain management.
As a result, organizations will increasingly embrace Small Language Models (SLMs) in 2025.
With a GenAI assistant, time-consuming tasks associated with document processing and information gathering can be automated.
This helps agents deliver experiences far beyond what callers expect, allowing organizations to surprise and delight their customers.
In many cases, this removes the need for customers to speak with service agents.
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