Table 3 AI benefits and related quotes... | Emerald Publishing

Table 3

AI benefits and related quotes

Benefits	Quotes
Improving creativity	“Using AI tools allows me to spend my energies better, to concentrate my reasoning and to focus on expanding my creative processes” [Interview #6] “AI ensures that your genius is directly used on the highest value-added part” [Interview #26] “Sometimes the answers that the tool gives are so creative that they somehow teach/educate the interlocutor to seek answers that s/he would otherwise never have thought of and sought” [Interview #34]
Ameliorating employees’ evaluation/training/learning	“AI is involved mainly in targeting our courses and experiential learning, like mentoring and coaching, depending on colleagues’ individual needs … There is an algorithm that, for example, shows those who are the main contributors, those who put in the most papers, those who are the liveliest, those who are the most voted … This is obviously useful when we need to have these people be, let’s say, also considered according to their commitment, their generosity, their visibility, the feedback they have received” [Interview #10] “You can create personalised learning paths, which are built and cut like a dress according to the specific person. This can clearly only happen with the help of AI, otherwise it would be an unthinkable economic expenditure” [Interview #14] “Through the use of AI, I manage to have an in-depth and updated overview not only of what my teams are doing, but also and above all of how they are doing it, this allows me to understand how to evaluate them but also if and how to help them improve” [Interview #20] “On the training process of medical representatives … We invented an AI tool to train medical representatives [that] simulates a doctor with different profiles. The very interesting thing is that the ‘doctor’ voice changes depending on the interaction it has with the medical representative” [Interview #34]
Improving customer relations	“AI tools allow us to make customer interactions more meaningful and personalised” [Interview #25] “The AI tools we are adopting allow us to acquire greater knowledge about our customers. They provide us with dashboards that allow us to create new products/services that best fit the demand needs … A robot in a pharmacy must not only be seen as a very intelligent system that gives you aspirin in a few seconds but also as the AI tool that allows you – while it is taking the medicines – to strike up a conversation with your customer, to understand better his/her need” [Interview #26] “It's like having a 24/7 employee that ensures we're always responsive, and, therefore, in a position to exceed expectations” [Interview #28] “Obviously, the relationship with customers benefits because we are able to get to know them better and, therefore, to satisfy their needs in times and ways that were previously unthinkable” [Interview #48]
Increasing work efficiency/accuracy	“The integration of AI-powered image recognition technology has enhanced our ability to detect defects and anomalies” [Interview #12] “If AI is present … it is possible to discover things that would not have been discovered otherwise. For example: [thanks to AI] we understood that the newsletters sent from Tuesday to Thursday were more effective, rather than those sent on Mondays or Fridays” [Interview #34] “By implementing AI-driven automation in our data entry processes, we’ve reduced manual errors by 90% and shortened processing times by 50%. This has allowed our team to focus on higher-value tasks, ultimately improving overall productivity” [Interview #42]
Improving hiring process	“The issue was to reduce the screening time because the number of people to be interviewed or brought into the pipeline was particularly high and they wanted to be able to speed up … therefore the machine in this sense, not being subject to fatigue gives an evaluation already in the first instance, regardless of the time in which it evaluates the resumes. Obviously, the recruiter intervenes on this and then makes a human assessment.” [Interview #3] “The use of AI has allowed us to discover knowledge gaps in some of our departments. This has led us to make new hiring decisions” [Interview #11] “AI does not steal jobs, it generates many. That is, it is generating different specializations” [Interview #26] “AI will open so many jobs” [Interview #34] “AI tool into our recruitment strategy guide us to our ideal candidates” [Interview #39]
Allowing real-time processing	“Through Amazon Go we can detect in real-time which items our customers have picked up from shelves. This enables the store to automatically charge customers for their purchases without going through traditional checkout lines” [Interview #2] “[AI allows] processing the information at the speed that a normal human being could not do” [Interview #29] “If you can automate some processes, you can be faster. So, then you save time, and if you save time, you save resources” [Interview #36] “It saves time because it obviously allows you to search for such a large amount of information in a relatively short time … If I am a scientist and, in a day, I can read a hundred articles, artificial intelligence allows me to read more and maybe I can read two hundred a day. In this way, the quality of my output goes up and for the same amount of time I can extract more content and I can extract more relevant information” [Interview #37] “We utilise AI to analyse real-time user data and make personalised content recommendations. This improves user engagement and customer retention” [Interview #43] “The possibility of analysing the data as soon as they are available allows you to understand the situation immediately and to be able to act also looking to the future, avoiding the risks that are only potential today actually occur tomorrow” [Interview #50]
Increasing revenues and/or reducing costs	"I think you could definitely reduce costs with AI … but always having human decision-making in the loop. I do not think there is a people cost cutting” [Interview #13] “AI allows you to save months, sometimes years, of work that means also save money” [Interview #26] “If two companies, let’s say with the same number of staff, one can make its knowledge more productive through AI compared to the other that does not, the value of that company is higher” [Interview #37] “If we exclude the initial expense, certainly and above all in the long term, the AI tools we adopt allow us to reduce some costs by optimising the processes in which they are inserted” [Interview #49]

Benefits	Quotes
Improving creativity	“Using AI tools allows me to spend my energies better, to concentrate my reasoning and to focus on expanding my creative processes” [Interview #6]“AI ensures that your genius is directly used on the highest value-added part” [Interview #26]“Sometimes the answers that the tool gives are so creative that they somehow teach/educate the interlocutor to seek answers that s/he would otherwise never have thought of and sought” [Interview #34]
Ameliorating employees’ evaluation/training/learning	“AI is involved mainly in targeting our courses and experiential learning, like mentoring and coaching, depending on colleagues’ individual needs … There is an algorithm that, for example, shows those who are the main contributors, those who put in the most papers, those who are the liveliest, those who are the most voted … This is obviously useful when we need to have these people be, let’s say, also considered according to their commitment, their generosity, their visibility, the feedback they have received” [Interview #10]“You can create personalised learning paths, which are built and cut like a dress according to the specific person. This can clearly only happen with the help of AI, otherwise it would be an unthinkable economic expenditure” [Interview #14]“Through the use of AI, I manage to have an in-depth and updated overview not only of what my teams are doing, but also and above all of how they are doing it, this allows me to understand how to evaluate them but also if and how to help them improve” [Interview #20]“On the training process of medical representatives … We invented an AI tool to train medical representatives [that] simulates a doctor with different profiles. The very interesting thing is that the ‘doctor’ voice changes depending on the interaction it has with the medical representative” [Interview #34]
Improving customer relations	“AI tools allow us to make customer interactions more meaningful and personalised” [Interview #25]“The AI tools we are adopting allow us to acquire greater knowledge about our customers. They provide us with dashboards that allow us to create new products/services that best fit the demand needs … A robot in a pharmacy must not only be seen as a very intelligent system that gives you aspirin in a few seconds but also as the AI tool that allows you – while it is taking the medicines – to strike up a conversation with your customer, to understand better his/her need” [Interview #26]“It's like having a 24/7 employee that ensures we're always responsive, and, therefore, in a position to exceed expectations” [Interview #28]“Obviously, the relationship with customers benefits because we are able to get to know them better and, therefore, to satisfy their needs in times and ways that were previously unthinkable” [Interview #48]
Increasing work efficiency/accuracy	“The integration of AI-powered image recognition technology has enhanced our ability to detect defects and anomalies” [Interview #12]“If AI is present … it is possible to discover things that would not have been discovered otherwise. For example: [thanks to AI] we understood that the newsletters sent from Tuesday to Thursday were more effective, rather than those sent on Mondays or Fridays” [Interview #34]“By implementing AI-driven automation in our data entry processes, we’ve reduced manual errors by 90% and shortened processing times by 50%. This has allowed our team to focus on higher-value tasks, ultimately improving overall productivity” [Interview #42]
Improving hiring process	“The issue was to reduce the screening time because the number of people to be interviewed or brought into the pipeline was particularly high and they wanted to be able to speed up … therefore the machine in this sense, not being subject to fatigue gives an evaluation already in the first instance, regardless of the time in which it evaluates the resumes. Obviously, the recruiter intervenes on this and then makes a human assessment.” [Interview #3]“The use of AI has allowed us to discover knowledge gaps in some of our departments. This has led us to make new hiring decisions” [Interview #11]“AI does not steal jobs, it generates many. That is, it is generating different specializations” [Interview #26]“AI will open so many jobs” [Interview #34]“AI tool into our recruitment strategy guide us to our ideal candidates” [Interview #39]
Allowing real-time processing	“Through Amazon Go we can detect in real-time which items our customers have picked up from shelves. This enables the store to automatically charge customers for their purchases without going through traditional checkout lines” [Interview #2]“[AI allows] processing the information at the speed that a normal human being could not do” [Interview #29]“If you can automate some processes, you can be faster. So, then you save time, and if you save time, you save resources” [Interview #36]“It saves time because it obviously allows you to search for such a large amount of information in a relatively short time … If I am a scientist and, in a day, I can read a hundred articles, artificial intelligence allows me to read more and maybe I can read two hundred a day. In this way, the quality of my output goes up and for the same amount of time I can extract more content and I can extract more relevant information” [Interview #37]“We utilise AI to analyse real-time user data and make personalised content recommendations. This improves user engagement and customer retention” [Interview #43]“The possibility of analysing the data as soon as they are available allows you to understand the situation immediately and to be able to act also looking to the future, avoiding the risks that are only potential today actually occur tomorrow” [Interview #50]
Increasing revenues and/or reducing costs	"I think you could definitely reduce costs with AI … but always having human decision-making in the loop. I do not think there is a people cost cutting” [Interview #13]“AI allows you to save months, sometimes years, of work that means also save money” [Interview #26]“If two companies, let’s say with the same number of staff, one can make its knowledge more productive through AI compared to the other that does not, the value of that company is higher” [Interview #37]“If we exclude the initial expense, certainly and above all in the long term, the AI tools we adopt allow us to reduce some costs by optimising the processes in which they are inserted” [Interview #49]

Source: Authors’ own work