The ROI in AI (and how to find it)

By 2030, companies will spend $42 billion a year on generative artificial intelligence (genAI) projects such as chatbots, research, writing, and summarization tools. And while the technology has been heralded as a boon to productivity, nailing down a return on investment (ROI) in genAI could prove to be elusive.

“Capturing and measuring the exact productivity improvements has been a challenge for many of our clients,” said Rita Sallam, a distinguished vice president analyst at Gartner. “For [genAI], we are not saying that finding ROI may be difficult, but expressing ROI has been difficult because many benefits like productivity…have indirect or non-financial impacts that create financial outcomes in the future.”

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