1、GENERATIVE AI IN SHARED SERVICES:ONE YEAR ONMAY 2024MARKET REPORTGenerative AI in Shared Services:One Year On SSON 20242IntroductionThe Potential of Generative AIWhat to Consider When Working with Generative AI3 Steps to Start Implementing Generative AICase Study:How Advanced Analytics&AI Are Transf

2、orming the Insurance SectorConclusionTable of Contents 351516Bethany BrownProduction&Editorial AssistantSSON1117 SSON 2024Generative AI in Shared Services:One Year On SSON 20243For the past thirty years Shared Services Organizations(SSOs)and,more recently,Global Business Services(GBS),have been stri

3、ving to consolidate business functions to improve efficiency,standardize processes,and ensure consistency across the business.These models have proven useful to many global organizations,which is shown by the increased presence of shared services and GBS in corporate structures.As of Q4 2023,nearly

4、50%of organizations perceive themselves as at a medium maturity level,with 22%at a high/advanced level,according to SSON Research&Analytics,thus showing that there has been a continued adoption and expansion of the model in recent years.The next step in the evolution of the shared services and GBS s

5、pace will be centered around technology,and how this model can leverage advances in AI to continue improving productivity and processes.This brings us to the latest evolution of AI,known as generative AI.SSON defines generative AI as“a type of artificial intelligence that enables machines to generat

6、e new content or data,such as text,images,or even entire applications.Unlike other types of AI,such as predictive or prescriptive AI,which are based on existing data,generative AI creates new data or content by learning patterns and rules from existing data.”In 2023 the generative AI train officiall