Business Assessment of the Indirect Added Value of AI

Abstract In recent years, organizations increasingly utilize artificial intelligence solutions aiming for optimization, increase of quality, and gaining competitive advantages. Significant investments are being made in personalization and integration of intelligent technologies into companies’ operations. At the same time, business organizations are concerned with return on investment, both financially and non-financially, trying to estimate the indirect added value of AI implementation in business processes. This article analyses the findings of a survey, conducted with 125 Bulgarian business enterprises, regarding the evaluation of key metrics that contribute to an increase in the business's indirect added value following the implementation of AI technologies. The main groups of investigated factors consider AI application in marketing, quality management, human-AI interaction, influence on business processes. JEL classification numbers: O22, O43. Keywords: Artificial Intelligence, Business Experience, Technologies.