After initial skepticism, companies begin
adopting GenAI to personalize customer service, streamline
development, make better use of data, ISG Provider Lens™ report
says
Many enterprises in Brazil have overcome major concerns about
generative AI and are using it to boost their productivity,
according to a new research report published today by Information
Services Group (ISG) (Nasdaq: III), a leading global technology
research and advisory firm.
The 2024 ISG Provider Lens™ Generative AI Services report for
Brazil finds that the rise of GenAI in 2022 and 2023 was initially
greeted with fear, skepticism and organizational bans. Since then,
companies have seen how problems such as hallucinations, data
leaks, copyright violations and unpredictable costs can be
solved.
“GenAI use cases in Brazil have delivered extraordinary
results,” said Steve Hall, president and chief AI officer of ISG.
“Service providers have largely removed barriers to adoption, and
GenAI is poised to make enterprises more competitive.”
Companies in Brazil are implementing many applications that use
GenAI’s ability to “learn” from vast amounts of structured and
unstructured data, including text, images and audio, ISG says. In
addition to summarizing content and answering questions about data,
GenAI can build databases and generate analyses, which can include
graphs and maps. One of the most valuable applications GenAI has
opened up is personalized, automated customer service, which is
replacing older service bots.
The technology is also changing how companies in Brazil carry
out software development, the report says. It can translate legacy
programming languages into modern ones, facilitating the migration
of applications into cloud environments. GenAI also automates parts
of the development cycle, such as generating test documentation and
identifying bugs, leading to significant productivity gains.
Brazilian companies are investing in development and deployment
services to minimize the challenges of rolling out GenAI, ISG says.
For example, providers are helping large enterprises concerned
about data breaches, hallucinations, biases and inappropriate
material to implement control procedures. Many midsize companies
that lack the data maturity to develop customized solutions are
adopting preconfigured solutions as quick and efficient entry
points to GenAI adoption.
Growing acceptance of GenAI in Brazil has also increased demand
for strategy and consulting services that help enterprises
integrate it into their organizations, the report says. Providers
are helping large organizations identify the business problem at
hand, assess the viability of GenAI as a solution and define an
implementation strategy. Many midsize companies, such as law firms,
are turning to providers for expert guidance in organizing and
preparing their data for use with GenAI.
“Executives in Brazil want to avoid either using GenAI as a
blanket solution or being too cautious and falling behind
competitors,” said Jan Erik Aase, partner and global leader, ISG
Provider Lens Research. “Service providers can play a key role in
guiding them toward success.”
The report also examines other GenAI trends affecting Brazilian
enterprises, including the advent of digital agent generation
platforms and considerations for GenAI in highly regulated
industries.
For more insights into the GenAI-related challenges facing
enterprises in Brazil, as well as ISG’s advice for charting a path
forward, see the ISG Provider Lens™ Focal Points briefing here.
The 2024 ISG Provider Lens™ Generative AI Services report for
Brazil evaluates the capabilities of 37 providers across four
quadrants: Strategy and Consulting Services — Large Providers,
Strategy and Consulting Services — Midsize Providers, Development
and Deployment Services — Large Providers and Development and
Deployment Services — Midsize Providers.
The report names A3Data, Accenture, BRQ, CI&T, Compass UOL,
Deal, Inmetrics, Logicalis, MadeInWeb, NTT DATA, Peers and
Stefanini as Leaders in two quadrants each. It names Deloitte and
TIVIT as Leaders in one quadrant each.
In addition, BRLink is named as a Rising Star — a company with a
“promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants. DXC Technology and GFT are named as
Rising Stars in one quadrant each.
Customized versions of the report are available from A3Data,
BRQ, MadeInWeb, Peers and TIVIT.
In the area of customer experience, HCLTech is named the global
ISG CX Star Performer for 2024 among GenAI service providers.
HCLTech earned the highest customer satisfaction scores in ISG's
Voice of the Customer survey, which is part of the ISG Star of
Excellence™ program, the premier quality recognition for the
technology and business services industry.
The 2024 ISG Provider Lens™ Generative AI Services report for
Brazil is available to subscribers or for one-time purchase on this
webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Mexico,
Brazil, the U.K., France, Benelux, Germany, Switzerland, the
Nordics, Australia and Singapore/Malaysia, with additional markets
to be added in the future. For more information about ISG Provider
Lens research, please visit this webpage.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including AI, cloud and data analytics; sourcing advisory; managed
governance and risk services; network carrier services; strategy
and operations design; change management; market intelligence and
technology research and analysis. Founded in 2006, and based in
Stamford, Conn., ISG employs more than 1,600 digital-ready
professionals operating in more than 20 countries—a global team
known for its innovative thinking, market influence, deep industry
and technology expertise, and world-class research and analytical
capabilities based on the industry’s most comprehensive marketplace
data. For more information, visit www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20241119174273/en/
Press:
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com
Thábata Mondoni, Mondoni Press for ISG Mobile: +55 11 98671 5652
thabata@mondonipress.com.br
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