“I don’t see gen AI as having a big impact on our business at this stage, but I’m interested in automating manual processes, and we’re already testing productivity tools with generative AI for repetitive and non-valuable tasks,” says Tesoro. “For me, AI is a tool to empower people, allowing them to not waste their talent on mechanical tasks and instead be shifted to those that enhance their intellectual abilities.” 

Macario reiterates that in Emergency’s Amanat project, ChatGPT’s task has been carefully circumscribed. “It’s a tool, not an oracle, and it must be given boundaries, a clear indication of what it must do,” he says. “The algorithms speak through statistics. They don’t give a right or wrong answer, but one that has a more or less high degree of reliability. Below a certain threshold, however, the answer is not acceptable. Of the thousand records put in the PoC, we discarded half as unreliable.”

Don’t forget traditional AI

According to author and data and analytics expert Stefano Gatti, gen AI helps but it’s not mature enough to manage customer-facing services. “Instead, it’s mature enough to support the increase in internal productivity, as several CIOs recognize,” he says. “Human supervision or, in any case, verification of the reliability of the result remain fundamental.”