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GartnerWebinarsGartner

deliversactionable,

objectiveinsight,

guidanceand

tools

toenablestronger

performance

onyourorganization’s

mission

critical

prioritiesEnhanceyour

webinar

experienceAskaQuestionDownloadAttachmentsWatchAgainRESTRICTED

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Inc.

and/or

itsaffiliates.

All

rights

reserved.2Connectwith

GartnerDeliverBusiness

Value

Through

AISer

vices

andSolutionsAnnette

ZimmermannVibhaChitkaraVP

AnalystSrSpecialist,

ResearchAkhil

Pratap

SinghAakanksha

BansalSpecialist,

ResearchSrSpecialist,

ResearchRESTRICTED

DISTRIBUTION?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.3GenAI

Increasesthe

Net

Value

of

AISer

viceOfferings20%GenAI

UseCases29%Efficiency/CostSaving30%CustomerExperienceN=168,

Gartner

CBR

for

AIServices,2023RESTRICTED

DISTRIBUTION4?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.The

Impactof

AIser

vicesTCS$2.1MillionInCostSavingN=168,

Gartner

CBR

for

AIServices,2023RESTRICTED

DISTRIBUTION5?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.The

Impactof

AIser

vicesTCSHexaware$2.1Million50,000+InCostSavingHourssavedN=168,

Gartner

CBR

for

AIServices,2023RESTRICTED

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Inc.

and/or

itsaffiliates.

All

rights

reserved.The

Impactof

AIser

vicesTCSHexaware$2.1Million50,000+InCostSavingHourssavedHCL2.7XImproved

throughputN=168,

Gartner

CBR

for

AIServices,2023RESTRICTED

DISTRIBUTION7?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.The

Impactof

AIser

vicesTCSHexaware$2.1Million50,000+InCostSavingHourssavedSalesforceHCL450%2.7XIncreaseinLive

ChatImproved

throughputN=168,

Gartner

CBR

for

AIServices,2023RESTRICTED

DISTRIBUTION8?2023

Gartner,

Inc.

and/or

itsaffiliates.

All

rights

reserved.Agenda?

TheStateofthe

AIServices

Market–

Whatis

themarketopportunity

andwhere

can

AIService

Vendors

delivervalue??

Whatarethetop

usecases

youshould

anticipate

supporting?–

Vertical

and/orhorizontal?–

Whichindustries

maybeimpacted

morethanothers??

WhatfutureusecasesandR&D

investmentsshould

youprioritize?RESTRICTED

DISTRIBUTION9?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.GenAI

Ser

vices

Revenue

W

ill

Reach

42%

ofOverall

AISer

vices

Revenue

in

2027$298bn35%GenAISoftware$146bnClassic

AI$443bnGenAI

42%Services$229bnClassic

AI20232024202520262027Source:

Forecast

Analysis:

Artificial

Intelligence

Services,2023-2027Source:

Forecast

Analysis:

Artificial

Intelligence

Software,

2023-2027RESTRICTED

DISTRIBUTION10

?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.AISer

vicesDefinitionAIservices

enable

adopter

organizations

toimplement

and

scale

AItechniques

without

alargeinitialinvestment

andwithlowerrisk.AIservices

mayinclude

strategy,

dataengineering,

model

development

andgovernance.RESTRICTED

DISTRIBUTION11

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and/or

itsaffiliates.

All

rights

reserved.Case-Based

Field

ResearchStudy:

AISer

vicesFocusDatacollectedParticipants?

AI

servicesinclude

consulting,modelbuild,

implementation,andmanaged

services

for

AItechniques.?

Understand

AIServices

offering,strategy

andGTM

(includingGenAI

trends)?

160+casestudies

across9verticals?

35technologyproviders

includingstart-ups

andIT

ServiceProviders?

Sampleparticipants:

Avanade,

BCG,CapGemini,

Cognizant,E

Y,

NTTData,

Quantiphi,

TATA

Consulting?

Time:

June-August2023RESTRICTED

DISTRIBUTION12

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Inc.

and/or

itsaffiliates.

All

rights

reserved.To

p

Level

Findings100%

oftechnology

providers

interviewed

had

GenAIcapabilities.

90%had

GenAI

projects

orproducts

inproduction/live

deployments.

Themost

frequent

usecases

forGenAI

were

customer

experience,

knowledgemanagement

and

content

creation.AIService

Providersare

leadingwithGenAI

capabilitiesandinvest

inR&Das

wellastechnologypartnershipsFinancial

services/Insurance

and

lifescience/healthcarewere

among

theverticals

most

aggressively

adoptingGenAI

technologies.Some

ofthe

largest

IT

Service

providers

inthisstudyledwith

data

strategy

consulting

(data

architecture,

overalldata

strategy).Themostfrequent

challenges

mentioned

to(generative)AIadoption

were

lack

of

knowhow

and

skills

ontheadopter

side

and

“data-readiness”.RESTRICTED

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and/or

itsaffiliates.

All

rights

reserved.AISer

vices

Value

Chain

-Larger

Provider

s

FocusonData

Readiness

for

their

ClientsAIProductPrototypingInnovation/TransformationConsultingAIStrategyAIManaged

ServicesMLOpsOperationsMonitoringAPIRetrainingPlatformImplementationSensor

integrationResponsible

AIAIBuild

andDevelopmentModel

Training/Fine

TuningAppDevelopmentModel

ArchitectureDataDataScienceDataSourcingDataPlatformModernizationDataServicesCloudArchitectureGoogle

CloudMulti-cloudAzurePartnerSource:

GartnerCase-Based

Research

AI

Services,2023RESTRICTED

DISTRIBUTION14

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and/or

itsaffiliates.

All

rights

reserved.Opportunity:

Ver

ticalGenAIModels

are

Tailor

edtoSpecific

IndustriesBy2027,

over

halfofthegenerative

AImodels

used

byenterprises

willbedomain-specific

(industryorbusiness

function),

upfrom1%today.ExamplesBloombergGPT,Google

Med-PaLM,IBM

Granite.13b(finance)RESTRICTED

DISTRIBUTION15

?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.Gar

tnerdeveloped

theAI

Tr

ust,

Risk,

andSecurityManagement(TRiSM)

Framewor

ktoaddress

AIRisks

across

four

categoriesGartner

AI

TRiSM

FrameworkExplainability:

Ability

to

producedetailsor

reasons

that

clarify

amodel’sfunctioning

for

aspecificaudience.Model-Ops:End-to-end

governanceandlifecyclemanagement

of

allanalytics,AIanddecisionmodelsAI

Application

Security:Detectingandstoppingattacks

onAI

requiresnewframeworks

andtechniques

fortesting,

validating

andimprovingtherobustness

of

AI

workflows.AI

Privacy:Ensuringpersonal

oridentifiabledata

isnot

usedwithin

AImodels,

andifused,

proper

consent

isestablished.Model

Monitoring:

MonitoringAIproduction

data

for

drift,

bias,

attacks,data

entry

andprocess

mistakes

iskey

to

achieving

optimal

AIAcommon

approachto

prevent

privacyproblems

is

to

usesynthetic

datainsteadof

identifiableinformation,

risk,especially

inAI

model

training.Adversarial

attack

resistance

is

acore

element

of

AIapplicationsecurity.It

includesteachingmodelsorperformance,

andfor

protectingorganizationsfrom

maliciousattacksapplicationsto

eitherignore

or

responddifferently

towardadversarialinputs.RESTRICTED

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rights

reserved.BlueHeadings=Significant

orFull

Security

ResponsibilityTo

p

Use

Cases

forGenAI

andClassic

AIRESTRICTED

DISTRIBUTION17

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All

rights

reserved.GenAI

Use

Cases:

Focus

aroundContentCreationRESTRICTED

DISTRIBUTION18

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and/or

itsaffiliates.

All

rights

reserved.Ke

y

Use

Cases

by

Industr

yVendors:AvanadeBCGGenAI

Use

CasesClassic

AI?Medicaldocumentation/reporting

–generating

accuratemedical

reports

and

summaries

improving

efficiency

ofmedicalexperts?Conversational

AI(e.g.graph

technology)?Computer

visionfor

X-rayanalysis???LiteratureminingHealthcareandLife

Sciences/PharmaCapGeminiCognizantEpamSimulation

ofclinical

trials??Operational

efficiency:Personalized

medicine–analysis

ofpatient

data

togeneratetreatment

planPatient

behavior

predictionClassic

AIEYGenAI

Use

Cases??Expertassistant

for

technicians?Computer

Vision

for

productinspectionGoogleHCL

TechHexawareIBMOnthespotassistant

for

maintenance

–chat

bot

tohelpidentify

nextaction

based

onhistorical

maintenance

dataManufacturingand???Computer

visionfor

leak

detectionPredictivemaintenance??GenAI

model

tooptimize

truckroutingConversational

AI

for

airports:reducing

FAQ

call

load,improving

customer

satisfaction

withlowerresponse

timeIoT

+analytics

toreduce

insafetynon-complianceTransportationInfosysQuantiphiWiproClassic

AIGenAI

Use

Cases?Adaptive

storytelling

using?Content

generation

–createproduct

descriptions

fromEmotion

AIimages

and

text??Sales

prediction/forecastingRetail/Consumer?Sentiment

analysis

toidentify

areas

of

productimprovementConversational

e-commerceexperienceWorlds.ioGoodsRESTRICTED

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itsaffiliates.

All

rights

reserved.Ke

y

Use

Cases

by

Industr

yVendorsGenAI

Use

CasesClassic

AI

UseCases?Service

Desk:

conversational

interface

for

Q&A

forcustomersAvanadeBCG??Customer

data

mining

andtrends

analysis???Frauddetection:identify

fraudulent

transactionsProperty

valueappraisal

auditusing

image

analyticsSynthetic

datageneration:for

financial

riskmodellingCapGeminiCognizantEpamBankingandSecuritiesFinancial

advisor:

avatar-based

advisory

servicebasedonuser

parameters

such

asincome,

live

stageClassic

AI

UseCasesGenAI

UseCasesEY??Media-

Automatic

script

writingbased

onstory

points?Identification

ofhigh-riskcustomersGoogleHCL

TechHexawareIBMMedia-

Contentgenerationandmoderation:improvement

oftextquality,

identification

ofinappropriate

verbiage??Sales

enablement

withpredictiveanalyticsComms

andMedia?Comms-Contactcenter:

casesummarizationimproving

agent

productivity.Improved

sales

conversion

byrouting

thecustomer

tothe

bestskilled

agentInfosysQuantiphiWiproGenAI

Use

CasesClassic

AI

UseCases??Knowledge

management

–making

informationsearchable

for

technicians

tomake

betterengineering

and

business

decisions?Computer

Vision

for

flaredetection??AssetinspectionHealth

and

safetyEnergy/UtilitiesOptimizedcustomerexperience–

Gen-AIenabled

chatbotsWorlds.ioRESTRICTED

DISTRIBUTION20

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All

rights

reserved.Business

Value

Delivered:

Focus

on

OperationalEfficiencyRESTRICTED

DISTRIBUTION21

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Inc.

and/or

itsaffiliates.

All

rights

reserved.GenAI-enabled

CX

for

alarge

Air

por

tin

EuropeTheChallenge?

Large

volumesof

calls

to

the

contact

center?

Delayedflights

cause

low

customer

experienceTheSolution?

From

online

forms

to

knowledge

articles

andchatbots,

the

airport

isempowering

its

customers

and

colleagues

to

answer

queries

faster

andsmarter.?

If

apassenger

is

running

late

for

aconnecting

flight,they

can

start

alive

chat

ontheir

phone

assoon

asthey

disembark

the

plane

tocheckthe

quickest

route

to

the

departure

gate.Result?

4,000

interactions

per

month?

450%

increase

in

live

chats

after

thelaunch?

27%reduction

in

call

handling

time?

Reduction

in

overall

number

ofcallsRESTRICTED

DISTRIBUTION22

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and/or

itsaffiliates.

All

rights

reserved.ComputerVision-Based

AIfor

LeakDetectionandOperational

Efficiency

for

aU.S.

Energy

CompanySolutionBusiness

Outcomes?

Computer

vision

sensors

andIoT

sensors?

Real-time

sensing

andalert,by

connecting

and?

Costreduction

through

earlydetection

of

leaks

andhencereducing

size

and

severity

of

theincident

are

reduced

ofeach

event.?

Compliancesynchronizing

multiple

edgesensors,

detecting

leaks

inremote

facilities

in?

Increased

Safety?

23XROI3DLocationSensorsCamerasAIRemote

Monitoring

SolutionSource:

Worlds.io,

2023RESTRICTED

DISTRIBUTION23

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and/or

itsaffiliates.

All

rights

reserved.GenAI

for

KnowledgeManagementtoIncreaseProductivity

for

Field

Technicians35%ReducedservicecostsIntelligent

SearchAutomatically

completessearchqueries,sorts

theresult

list

byrelevance,suggestsrelated

documentsTheChallenge?

Increaseproductivityfor1.300field75%Shortertrainingperiodfor

newGuided

TroubleshoottechniciansStructures

the

informationin

theknowledgebaseandretrieves

itviaautomated

dialogs?

Manydifferent

datasources

to

solveemployeesissues

(manuals,training

material

etc.)FieldService

App55%Higherfirst-timefix

rate

infield

serviceAccessible

via

smartphone

ortabletRESTRICTED

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itsaffiliates.

All

rights

reserved.Source:

Empolis

GmbH,

2023Par

tner

ship

andFuture

OpportunitiesRESTRICTED

DISTRIBUTION25

?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.Asset

Creation:

Technolog

yand

OtherPar

tner

shipsTechnology

PartnersAcademiaTier-1

PartnersforCore

TechnologiesAIStartupsInvestinand

developEcosystemfornewusecasesandinnovationResearch

and

Co-PublicationCo-Developing

and/or

implementing

solutionsRESTRICTED

DISTRIBUTION26

?2023

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Inc.

and/or

itsaffiliates.

All

rights

reserved.GenAI

is

theEnablerfor

Future

Multiple

UseCasesTarget

Future

Use

Cases?

Focusis

moving

to

GenAI,86%i.e.migrating

from

classicAItechniques

to

GenAI

technologies

suchasknowledge

management,conversational

AI?

GenAI

enabled

Conversational

AI?

GenAI

enabled

KnowledgeManagement?

GenAI

enabled

SelfService?

Manyusecasesarenow

infused

withGenAIto

advance

thecapabilities?

GenAI

enabled

Metaverse?

GenAI

enabled

Content

Generation?

GenAI

enabled

BI.??

GenAI

enabled

CodeGeneration?

Capability

focusisondeveloping

newtechcapabilities,

emotion

AI,

newcomputingarchitecture

andmore6%6%3%?

Growing

investmentinresponsible

AIGenAIUseCases

OptimizationUseCasesUseCaseAnalyticsDigitalTwinRESTRICTED

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and/or

itsaffiliates.

All

rights

reserved.Future

Capabilities

Focus

is

onGenAI,

techcapabilities

anddata

preparationGen

AI

CapabilitiesCustomLLMs/Domain-SpecificLLMMultimodalGenAINextGen

ConversationalAIGen

AICodingAdaptability

(Multiple

Languages)Agent-Based

Systems

(Langchain)KnowledgeGraphsInformation

Diffusion

ModelsHybrid

AI/Neurosymbolic

AIRESTRICTED

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and/or

itsaffiliates.

All

rights

reserved.Future

Capabilities

Focus

is

onGenAI,

techcapabilities

anddata

preparationGen

AI

CapabilitiesNew

Tech

CapabilitiesCustomLLMs/Domain-SpecificLLMNewComputing

ArchitectureMultimodalGenAINextGen

ConversationalAINextGen

Digital

TwinEdgeAIComputer

VisionGen

AICodingAdaptability

(Multiple

Languages)Agent-Based

Systems

(Langchain)KnowledgeGraphsInPlatformAutomationEmotion

AIIntegrationInformation

Diffusion

ModelsHybrid

AI/Neurosymbolic

AIRESTRICTED

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and/or

itsaffiliates.

All

rights

reserved.Future

Capabilities

Focus

is

onGenAI,

techcapabilities

anddata

preparationGen

AI

CapabilitiesCustomLLMs/Domain-SpecificLLMNew

Tech

CapabilitiesData

preparationSynthetic

Data

GenerationInference

GenerationNewComputing

ArchitectureMultimodalGenAINextGen

ConversationalAINextGen

Digital

TwinEdgeAIGraph

TechComputer

VisionGen

AICodingAdaptability

(Multiple

Languages)Agent-Based

Systems

(Langchain)KnowledgeGraphsSemantic

SearchInPlatformAutomationEmotion

AIIntegrationDataSecurityAndPrivacyHomomorphic

EncryptionVector

DatabasesInformation

Diffusion

ModelsAutoLabelingHybrid

AI/Neurosymbolic

AIDataAugmentation

AndAnalysisDataLineageTracking

SystemsEnhanced

DataStoryTellingSolutionsEnhanced

ModelTesting

FrameworkRESTRICTED

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and/or

itsaffiliates.

All

rights

reserved.Future

Capabilities

Focus

is

onGenAI,

techcapabilities

anddata

preparationGen

AI

CapabilitiesCustomLLMs/Domain-SpecificLLMNew

Tech

CapabilitiesData

preparationSynthetic

Data

GenerationInference

GenerationNewComputing

ArchitectureMultimodalGenAINextGen

ConversationalAINextGen

Digital

TwinEdgeAIGraph

TechComputer

VisionGen

AICodingAdaptability

(Multiple

Languages)Agent-Based

Systems

(Langchain)KnowledgeGraphsSemantic

SearchInPlatformAutomationEmotion

AIIntegrationDataSecurityAndPrivacyHomomorphic

EncryptionVector

DatabasesInformation

Diffusion

ModelsAutoLabelingHybrid

AI/Neurosymbolic

AIDataAugmentation

AndAnalysisDataLineageTracking

SystemsEnhanced

DataStoryTellingSolutionsEnhanced

ModelTesting

FrameworkIndustry/DomainSolutionsNextGen

DesignAndEngineeringNextGen

SensingTechnologiesAdvancement

InRoboticsAnd

Autonomous

SystemsIndustryFocused

QuantumMLAlgorithmsVerticalSpecificSolutionsAIForSecurityLowCodeNoCodeSoftwareDevelopmentRESTRICTED

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and/or

itsaffiliates.

All

rights

reserved.Future

Capabilities

Focus

is

onGenAI,

techcapabilities

anddata

preparationGen

AI

CapabilitiesCustomLLMs/Domain-SpecificLLMNew

Tech

CapabilitiesData

preparationSynthetic

Data

GenerationInference

GenerationNewComputing

ArchitectureMultimodalGenAINextGen

ConversationalAINextGen

Digital

TwinEdgeAIGraph

TechComputer

VisionGen

AICodingAdaptability

(Multiple

Languages)Agent-Based

Systems

(Langchain)KnowledgeGraphsSemantic

SearchInPlatformAutomationEmotion

AIIntegrationDataSecurityAndPrivacyHomomorphic

EncryptionVector

DatabasesInformation

Diffusion

ModelsAutoLabelingHybrid

AI/Neurosymbolic

AIDataAugmentation

AndAnalysisDataLineageTracking

SystemsEnhanced

DataStoryTellingSolutionsEnhanced

ModelTesting

FrameworkImmersive

ExperiencesMetaverseIndustry/DomainSolutionsWeb3AIPowered

MetaverseAR/VRNextGen

DesignAndEngineeringNextGen

SensingTechnologiesAdvancement

InRoboticsAnd

Autonomous

SystemsIndustryFocused

QuantumMLAlgorithmsVerticalSpecificSolutionsAIForSecurityLowCodeNoCodeSoftwareDevelopmentRESTRICTED

DISTRIBUTION32

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and/or

itsaffiliates.

All

rights

reserved.Future

Capabilities

Focus

is

onGenAI,

techcapabilities

anddata

preparationGen

AI

CapabilitiesCustomLLMs/Domain-SpecificLLMNew

Tech

CapabilitiesData

preparationSynthetic

Data

GenerationInference

GenerationNewComputing

ArchitectureMultimodalGenAINextGen

ConversationalAINextGen

Digital

TwinEdgeAIGraph

TechComputer

VisionGen

AICodingAdaptability

(Multiple

Languages)Agent-Based

Systems

(Langchain)KnowledgeGraphsSemantic

SearchInPlatformAutomationEmotion

AIIntegrationDataSecurityAndPrivacyHomomorphic

EncryptionVector

DatabasesInformation

Diffusion

ModelsAutoLabelingHybrid

AI/Neurosymbolic

AIDataAugmentation

AndAnalysisDataLineageTracking

SystemsEnhanced

DataStoryTellingSolutionsEnhanced

ModelTesting

FrameworkImmersive

ExperiencesMetaverseIndustry/DomainSolutionsWeb3AIPowered

MetaverseAR/VRNextGen

DesignAndEngineeringNextGen

SensingTechnologiesAdvancement

InRoboticsAnd

Autonomous

SystemsIndustryFocused

QuantumMLAlgorithmsVerticalSpecificSolutionsSustainabilityResponsible

andEthical

AIESGExplainableAIModelBiodiversity

MonitoringAIForSecurityGovernance

and

ResponsibleAISustainableProduct/ServiceDeliveryLowCodeNoCodeSoftwareDevelopmentRESTRICTED

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All

rights

reserved.Recommendations?Become

an

AI-centricbusiness

byinvesting

inan

AI

centerofexcellence,responsible

AIand

GenAI

talentwhich

areall

criticalcomponents

tohelpyourclients

deploy

GenAIat

scale.?Prioritize

theleading

usecasessuchassummarization

andknowledgemanagement

asthey

bringclear

resultsand

ROI

foryourclients.?Developing

frameworksandbestpracticesforyourclients’

datascienceprogramsthatwill

enable

AIatscale.?Lead

the

AIservices

ecosystembyco-creatingnewassetssuchasdomain-specific

modelsandinvestinginstart-ups

thatwill

drive

moreinnovationRESTRICTED

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All

rights

reserved.Upcoming

andPublished

Research?

Emerging

Tech:

Top

Emerging

GenAIUseCasesin

AIServices?

Emerging

Tech:

AIService

Providers

Unlock

theValue

of

Generative

AI?

Emerging

Tech:

Top

usecasesin

AIServices?

Emerging

Tech:

Business

Value

Patternin

AIServices?

Emerging

tech:Specialized

Tech

innovators

in

AIServices?

Emergingtech:

Top

challenges

in

AIServices?

Forecast

Analysis:

Artificial

Intelligence

Services,2023-2027,

WorldwideRESTRICTED

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thespeakerRESTRICTED

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rights

reserved.Gartner

Tech

Growth

&Innovation

ConferenceAt

this

year’s

conference,

learn

howto:March

20–21,

2024

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Grapevine,

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