1、 2023 Boston Consulting Group1Over the course of just a few months,generative AI(genAI)has produced unprecedented interestworldwide,particularly with OpenAI and Googles conversational AI solutions,ChatGPT and Bard.Therapid adoption of these technologies,with ChatGPT amassing more than a million user

2、s in under aweek,has set new benchmarks in the tech landscape.New genAI solutions are now being rolled outweekly as businesses rush to take advantage of an unavoidable tech revolution.Mastering the Generative AI Revolution:Keeping the Focus on the UserJULY 19,2023 By Giuseppe Bonaccorsi,Chantal Chal

3、ouhi,Alf Lim,Prashant Rao,and Mark Zaleski 2023 Boston Consulting Group2GenAIs potential in areas such as conversational shopping,customer support,search,personalization,and knowledge synthesis is undeniable.However,the excitement generated by thesenew opportunities should not drown out an important

4、 fact:businesses must not abandon thefundamentals of great product design.At the end of the day,whether an organization is B2C or a B2B,humans are the ultimate end-users of its generative AI solution.And these solutions need to work forpeople to use them repeatedly.Retaining a focus on building holi

5、stic,user-centric genAI solutions is,therefore,critical to unlocking its value to customers.Pillar#1:Emphasize user centricityIn BCGs study of numerous genAI solutions,we have observed that while powerful,these solutionsoen lack user-centric design.Initial genAI solutions to book hotel rooms,order g

6、roceries or maketable reservations,require users to install plug-ins or add keys to chat-based AI systems,creating anadditional layer of complexity to the new way of doing things.If genAI solutions are not easy to use,users will default to the solutions they know,such as search engines or service ap