A good example is the customer service model employed by Jerry, a company valued at $450 million with over five million customers that serves as a one stop-shop for car owners to get insurance and financing. Jerry receives over 200,000 messages a month from customers. With such high volume, the company struggled to respond to customer queries within 24 hours, let alone minutes or seconds. By installing their GenAI solution in May 2023, they moved from having humans in the lead in the entirety of the customer service process and answering only 54% of customer inquiries within 24 hours or less to having AI in the lead 100% of the time and answering over 96% of inquiries within 30 seconds by June 2023. They project $4 million in annual savings from this transformation.
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