Multiple Enterprises

Customer-facing conversational GenAI survey of 187 service leaders

Read primary source

Maturity stage

Pilot/POC

Use-case type

Interaction

Function

Customer Service/Support

Company size

Enterprise

Evidence

85% of customer service leaders will explore or pilot conversational GenAI in 2025

More from Multiple

Multiple Fortune 500 · CASE-003 · Failure

30% of GenAI projects abandoned after POC by end of 2025

Multiple Fortune 500 · CASE-004 · Failure

95% of companies report GenAI pilots falling short

UW academic study (Mistral AI, Salesforce, Contextual AI open-source LLMs) · CASE-012 · Failure

White-associated names preferred 85% vs Black-associated names 9%; demonstrates that off-the-shelf LLMs carry resume-screening bias

Apply this to your team

Take the RAPID assessment to see whether your organisation is exposed to the same failure modes as this case - or already has the discipline that made it work.

Take the assessment