EXECUTIVE INSIGHT
a hyper-personalised experience through AI assistants , and unlocking a more bespoke and sensitive support system .”
Industry adoption varies significantly across sectors . The aerospace and defence sector leads in generative AI investment at 88 % of companies , while retail lags at 66 %, according to Capgemini ’ s research . Steven notes retail adoption is accelerating , with implementation rising from 17 % to 40 % in 2023 . “ Uses include customer-service interactions , trend analysis , enhancing user engagement , personalising customer experiences , and optimising retail strategies ,” he says .
“ There are plenty of interesting examples of Gen AI innovation and the use cases will only become more varied as the technology continues to evolve .”
Multi-agent collaboration emerges as priority Multi-agent systems , which enable AI programmes to work together on complex tasks , represent an emerging focus . While 10 % of organisations currently use these systems , 82 % plan to implement them within three years .
“ Unlike conventional AI systems , these agents can understand , interpret , adapt and act independently to collaborate with each other and complete a common task ,” Steven explains . He predicts AI systems will “ transition from the role of supportive tool to that of independent agent with full execution capability .”
54 March 2025