Part of the reason I think there’s so much disappointment around GenAI right now, with many projects stuck at the PoC stage, is how it’s being positioned. It’s mostly sold as a personal productivity tool. Copilots, assistants, prompts… things that help individuals work better. That’s useful, but it doesn’t make it obvious how this translates into structured business processes. Some of you might say: “GenAI hallucinates, so it can’t be used in processes.” But I’m not sure that’s the real issue. I think there are a few underlying problems.
- Fragmented usage When GenAI stays at the individual level, everything becomes fragmented. Usage depends on each person, results vary based on skill, and frequency is inconsistent across teams. You can see people are using AI, but it’s hard to connect that to how a process actually works.
- Measurement gap Some companies are even tracking token usage or adoption levels. There were reports about firms like JPMorgan categorizing employees based on how many tokens they consume. But that doesn’t tell you if anything is actually improving at the process level.
- Adoption variability Adoption depends on training, habits, and culture. Some people use it heavily, others barely touch it, and in some cases there’s resistance. So even if access is there, the impact ends up being uneven. At that level, ROI is hard to approximate because everything varies so much between teams and individuals. And with per-seat pricing, you often get inefficiencies on both sides. When AI is embedded into a process, things start to look different. Usage becomes consistent, independent from individual behavior, and much easier to measure. More importantly, it allows you to systematically reallocate time and resources, instead of relying on how each person manages their own productivity gains. So instead of focusing on token usage per person, it probably makes more sense to focus on where AI can be applied inside processes in a structured way. Also, IME, this works better when AI is used alongside people rather than trying to replace them, especially given how GenAI behaves. What do you think about all this? submitted by /u/Kelly-T90
Originally posted by u/Kelly-T90 on r/ArtificialInteligence
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