Why Your Generative AI Chatbot Isn't Getting You Any ROI

And the it's not the AI, it's the workflows

Generative AI holds immense potential to revolutionize knowledge work, with the promise of transforming industries by enhancing productivity and decision-making. McKinsey estimates that generative AI could contribute up to $4.4 trillion annually to the global economy, with significant impacts on healthcare. In the healthcare industry alone, AI-driven efficiencies could lead to better patient outcomes and substantial cost savings, making it a game-changer for the future.

Most enterprises have embarked on their generative AI journey, often starting with the low-hanging fruit: semantic search or chatbots powered by large language models (LLMs). There's a pattern here—companies spend months building these solutions, investing heavily in the necessary tech stack including LLMs, vector databases, and ensuring infosec compliance. However, the initial excitement often wanes when these solutions are deployed, as they fail to deliver the anticipated value or user adoption.

The reason behind this lackluster performance is rooted in the complexity of knowledge workflows. Simply having a more advanced method to retrieve information from documents does not inherently make the workflow more effective.

In fact, it often adds an extra step for users. For generative AI to be truly transformative, it’s essential to deeply understand the domain and the intricacies of the workflow it aims to enhance. Without this nuanced understanding, AI solutions can become more of a burden than a benefit.

Take, for instance, a health plan customer of Autonomize AI. Initially, they deployed a generative AI chatbot to query payment integrity and claims guidelines. While this brought some efficiency, the real transformation came when they reimagined the claims examiner workflow. By integrating capabilities such as document extraction from claims, retrieval of relevant clinical information, and dynamic suggestion of guidelines for claims examiners, the workflow was streamlined, saving thousands of full-time equivalent (FTE) hours daily.

In essence, Generative AI is just one ingredient in the recipe for success. The true magic happens when the chef's expertise and experience are combined with the right tools, creating a harmonious and effective solution.

This is where the notion of compound AI becomes critical—integrating multiple AI capabilities to work synergistically within a workflow, rather than relying on a single AI application. If you're looking to unlock the full potential of generative AI in your workflows, reach out to Autonomize AI for insights on how we can help transform your business.