McKinsey & Company has announced a collaboration with Microsoft to utilize generative AI (genAI) agents for managing complex enterprise and shared services operations. This technology has the potential to generate $2.6 trillion to $4.4 trillion in annual economic benefits and could automate up to 70 percent of global work hours by integrating gen AI with other technologies. The partnership will combine Microsoft’s Copilot Studio with McKinsey’s expertise The potential value of genAI in customer operations alone exceeds $400 billion. Leaders have already begun to see the impact of genAI. Linda Yao, Head of the AI Center of Excellence at Lenovo, stated, “With our genAI agents helping support customer service, we’re seeing double-digit productivity gains on call handling time. And we’re seeing incredible gains in other places too. We’re finding that marketing teams are cutting the time it takes to create a great pitch book by 90 percent.” This collaboration underscores the transformative potential of genAI in enterprise operations.
