Currently, companies around the world are actively practicing artificial intelligence in a variety of ways to simplify processes, reduce costs, avoid human errors, provide customer support, manage IT systems, and reduce the burden of repetitive tasks. With the emergence of generative AI, the number of AI application cases in enterprises is also increasing.

To gain a deeper understanding of how companies actually apply artificial intelligence, in the report "Driving AI Transformation", Deloitte Consulting surveyed 2,620 global business leaders from 13 countries, presenting the most common AI applications in areas including financial services, government and public services.

Below is an analysis of 12 AI practices that are currently being widely adopted in enterprises across industries and are gaining increasing attention.

1. Cloud pricing optimization

In order to reduce cloud computing costs and find cost-effective ways to run cloud applications, many companies are turning to AI. For example, Airbnb is a company that actively uses AI to optimize AWS pricing, manage capacity, build custom cost and usage data tools, and optimize storage and computing power. Dropbox also uses AI to optimize its cloud costs and operating expenses, thereby reducing its dependence on AWS and successfully saving nearly $75 million.

The ways these companies use AI tools vary, but the main approaches include identifying cloud usage patterns to improve cost forecasts, detecting anomalies in cloud usage, finding opportunities to save money, and discovering more cost-effective resources. Through these strategies, companies can better optimize cloud pricing and spending.

2. Voice Assistants, Chatbots, and Conversational AI

With the increasing popularity of conversational AI tools such as chatbots and voice assistants, technology is becoming more accessible, which not only provides better support to customers but also greatly reduces the workload of IT support staff. For example, Estee Lauder has launched a voice makeup assistant that specifically helps the visually impaired with makeup.

Similarly, many other companies, such as Pentagon Credit Union (PenFed), are actively adopting chatbots and conversational AI tools, which can help customers find answers to common questions faster, effectively reducing the workload of customer service representatives.

3. Uptime/reliability optimization

For companies that rely on web services and e-commerce, ensuring uptime and website reliability is critical. AI achieves this by continuously scanning systems, networks, and processes to detect inefficiencies, potential outages, and imminent threats, with identification capabilities far superior to humans. Almost all major organizations are adopting AI to meet their specific uptime and reliability needs.

Many well-known companies such as Netflix, Uber, Facebook, Salesforce and AirBnB are using artificial intelligence to monitor, maintain and ensure the normal operation of their services for the convenience of their customers. For companies that provide 24/7 digital services, the use of AI can detect problems before they occur while reducing the risk of system crashes, hacker attacks and human errors.

4. Predictive maintenance

At GE, AI is regularly used for predictive maintenance, directly analyzing data from aircraft engines to identify potential problems, perform necessary maintenance, and ensure the overall safety of the aircraft. Similarly, the application of artificial intelligence in predictive maintenance can improve the efficiency of jet engines, reduce carbon emissions generated by aircraft, and simplify maintenance plans through predictive analysis.

The District of Columbia Water and Sewer Authority (DC Water) is also using predictive maintenance technology to identify potential water main breaks while monitoring the performance of its collection systems. DC Water has even developed an AI tool called Pipe Sleuth that can review CCTV footage of sewer pipes to assess maintenance needs in real time.

5. Customer Service Operations

AI has become the go-to tool in customer service operations, not only helping organizations ensure that customers receive the necessary support, but also relieving pressure on customer service and call centers. For example, when Lufthansa Group’s business was disrupted by the COVID-19 pandemic, its call centers were flooded with customers who needed to cancel and reschedule flights, which accelerated the company’s digital transformation in the field of customer service.

Other companies are also actively introducing AI to improve customer service due to rising consumer expectations, the McKinsey report noted: About 67% of millennials want "real-time customer service," while 75% expect a "consistent cross-channel service experience."

Unilever is an active case study, using the GPT API to create AI tools to minimize food waste and automatically generate product lists. They also used this API to create a platform for filtering emails sent to customer service, filtering spam from legitimate messages, and extending it to customer service agents, further improving customer service efficiency.

Read more: Leia Inc.

6. Personalization

When we log into a social media app or streaming service, we find that the experience is tailored to our personal preferences and browsing habits, and even includes targeted ads. Artificial intelligence provides companies with the ability to recommend products and content to target audiences, ensuring that the app or service used fully takes into account the user's unique interests. For example, Spotify recommends new artists, Amazon reminds you to restock frequently purchased items and recommends related products of potential interest, and YouTube provides curated content that matches your interests.

AI personalization uses technologies such as data, customer engagement, deep learning, natural language processing, and machine learning to provide highly customized experiences for end users and customers. Retail giant Nordstrom uses AI in its Nordstrom Analytics Platform (NAP) to deeply study customer behavior and provide predictions, thereby achieving a more personalized customer experience. In addition, the company also uses AI to manage inventory, guide fulfillment processes, and send orders to the store closest to the customer.

7. IT operations management

AI IT operations management (AIOps) tools are also becoming increasingly popular. According to a report by OpsRamp, companies are using AIOps platforms to implement intelligent alerts (70%), root cause analysis (57%), anomaly and threat detection (52%), automatic event repair (50%), and capacity optimization (27%). It is worth noting that Delta Airlines has used AIOps to build a comprehensive digital simulation environment for its global operations, which is considered a first in the commercial passenger aviation industry. By analyzing operational data points through the platform, Delta Airlines is able to create hypothetical results to ensure reliability in situations such as severe weather. In addition, the simulation environment also helps Delta employees make key decisions before, during, and after large-scale disruptions.

Read more: 4 examples of the use of AI in e-commerce

8. Process Automation

Artificial intelligence has proven to be an extremely effective tool for automating time-consuming and error-prone processes, allowing the company's employees to have more time to handle more complex projects. In response to the increase in workload during the COVID-19 pandemic, Atlantic Health System adopted this process automation technology to streamline the process of obtaining pre-authorization. This pre-authorization automation not only speeds up treatment time, allowing doctors and nurses to focus more on patient care, but also reduces the manual workload in obtaining authorizations and scheduling appointments.

In addition, Johnson & Johnson combines RPA with ML, AI, and task mining to identify and automate complex cross-departmental processes. Similarly, since 2015, AT&T has also begun to use process automation to reduce a large number of manual data entry tasks, continuously optimizing and simplifying multiple processes across the organization.

9. Financial reporting and accounting

Intuit is an organization dedicated to using artificial intelligence to improve customer financial planning and data analysis. The company achieves more than 730 million AI-driven consumer interactions each year and generates 58 billion machine learning predictions every day. By using its generative AI operating system (GenOS), Intuit is able to build financial big language models that focus on areas such as taxation, accounting, and cash flow. It helps to reduce the burden of repetitive work on employees while also reducing errors in data entry, transaction classification, and invoice processing.

Similarly, PwC also uses AI technologies such as natural language processing, ML, deep learning, model manipulation, automated machine learning, digital twins, AIGC, and responsible artificial intelligence to more effectively inform consulting business. In order to expand its AI capabilities, the company plans to invest $1 billion in the next three years. This shows that more and more companies are beginning to recognize the benefits of AI in financial reporting and accounting practices.

10. Recruitment/Hiring

Amazon is one company that is using AI to optimize its recruiting process. Its innovative approach includes screening resumes, matching candidates with suitable positions, performing online preliminary assessments, and passing relevant data to recruiters to contact candidates.

The application of artificial intelligence is not limited to preliminary screening. It can also be used to conduct video interviews. For example, Unilever needs to process more than 1.8 million job applications each year. In order to improve efficiency, the company has worked with Pymetrics to develop an online platform that can evaluate candidates through video software. In the second stage of the interview, candidates need to answer questions for 30 minutes. During this period, AI software will use natural language processing and body language analysis technology to deeply analyze the candidate's body language, facial expressions and word choices.

The role of AI does not end after employees join the company. For example, companies such as Schneider Electric use AI to advance employees' career development, providing them with opportunities for continued learning, participation in new company projects, and connections with thought leaders across the enterprise. These all show the wide application and great potential of AI in human resource management.

Read more: How to Use AI Tools Effectively as a Business Owner

11. Safety and Quality

AI is also providing organizations with solutions to automate and simplify safety and quality assurance processes, aiming to reduce risks for companies and consumers while ensuring the provision of better products and services. Boeing, for example, is using artificial intelligence technology to monitor abnormal behavior of aircraft sensors and analyze data collected on aircraft to improve flight safety.

In addition, the application of artificial intelligence can also be extended to products to enhance product safety and protect users. Google has integrated artificial intelligence security features into its Nest product line, which can detect potential intruders and identify the presence of smoke or carbon monoxide. AI can also help distinguish whether there is an actual emergency or just a false alarm.

This year, Boeing further expanded its exploration of artificial intelligence by partnering with Shield AI to jointly research strategies in the areas of autonomous driving and artificial intelligence in current and future defense programs. A technology developed by Shield AI, called Hivemind, enables drones and aircraft to fly autonomously without GPS, communications or human pilots, further highlighting the potential of artificial intelligence in safety and quality assurance.

12. Optimize employee scheduling

AI is also particularly evident in optimizing employee scheduling. By taking into account factors such as employee availability, customer traffic, employee skills and preferences, AI can help companies achieve optimal scheduling. Companies such as Walmart, Starbucks, Costco, Delta Airlines and Target all use this technology to develop schedules that best meet the company's needs.