In a recent study by researchers from the Massachusetts Institute of Technology and McKinsey, over one hundred companies were surveyed about their use of artificial intelligence in operations. The findings revealed a widening gap between high-performing firms and their counterparts, with top companies seeing a significantly shorter payback period for their AI investments. The study highlighted four key factors that distinguish these leading companies: strong executive sponsorship for AI initiatives, a shift in partnerships from academia and startups to a more developed network of consultants and industry partners, enhanced collaboration across departments, and a greater likelihood of effectively recording and managing relevant equipment data.
I also know listeners like use cases. In a significant development for the healthcare industry, Waystar has launched Waystar AltitudeAI™, an innovative solution designed to assist physicians in generating appeal letters for denied claims. This new technology aims to recover a substantial portion of the billions of dollars lost annually due to claim denials. The U.S. healthcare system reportedly loses three hundred fifty billion dollars each year to administrative waste, with approximately twenty billion dollars spent by hospitals and health systems on overturning denied claims. Over half of denied claims are ultimately overturned, yet the appeal process remains labor-intensive and prone to errors.
A recent survey from Freshworks revealed that only two in five customer service agents find AI bots invaluable for their workload. Despite a strong desire to delegate tasks to AI, four in five teams report wanting to automate responsibilities such as managing online self-service portals and monitoring customer interactions for quality assurance. However, the survey indicates that customer service teams are the least comfortable with AI compared to other departments, with two in five lacking an official AI usage policy. To bridge this gap, experts suggest that leaders should introduce AI as a collaborative tool to enhance career opportunities, emphasizing hands-on experiences and real-world examples where AI assists agents, rather than replacing them. The Freshworks survey also highlights that nearly half of the respondents are open to transitioning to AI-focused roles, with significant interest in leveraging AI for career advancement.
Why do we care?
These stories reinforce a central theme: AI is no longer a buzzword but a strategic differentiator. However, success hinges on thoughtful implementation, addressing real-world problems, and navigating organizational and cultural barriers.
Customer service teams are among the least comfortable with AI, indicating a cultural gap. IT service providers offering AI solutions should focus on change management, user training, and demonstrating AI as a collaborative tool. The lack of AI usage policies presents an opening for IT providers to offer consulting services around governance frameworks, ensuring ethical and efficient use of AI in customer service.
Many small and mid-sized organizations lack the budget or expertise to implement the four success factors. IT service providers must develop scaled-down, affordable solutions or risk leaving this segment behind, widening the digital divide. While shifting toward industry consultants and partners can improve outcomes, this approach risks dependency on external expertise rather than building internal AI maturity within organizations. IT providers must help clients strike a balance by enabling internal upskilling – and those that do will provide lasting value.