Leveraging generative artificial intelligence to optimise a core international business process

The application of artificial intelligence (AI), large language models and generative AI (GenAI) is accelerating rapidly across many industries worldwide. Innovative models and tools are being piloted to understand their business and societal value. Models such as ChatGPT (OpenAI), Gemini (Google) and Copilot (Microsoft) have become increasingly sophisticated and widely adopted. Understanding the advantages and drawbacks of GenAI models is crucial for organisations seeking to leverage GenAI to maximise their efficiency and expand their capabilities. This paper describes the strategic approach, implementation and findings of using GenAI in a health care business context. A GenAI model was used to analyse and summarise strategic and operational information submitted by external organisations seeking to collaborate with Mayo Clinic. The goal was to reduce process cycle time and manual resource intensity. In parallel, a comparative human review was conducted by functional experts. Both the AI-generated and human-reviewed results were evaluated using sentiment analysis (SA) and then categorised as positive, neutral or negative. Attention was paid to possible inaccuracies and biases associated with the use of the GenAI model. GenAI reduced the manual workload by approximately 20−25 per cent and presented information in a well-structured format. However, the SA showed the GenAI results as positively biased and the human-generated results as neutral. These results were most likely influenced by a positive bias in the input documents, the lack of contextual comparators/ standards in the GenAI model and an inherent bias within the model’s algorithm(s). Additionally, limitations in input size and language translation hindered the GenAI model’s effectiveness. The possibility of AI hallucinations/inaccuracies emphasised the importance of validation by a human expert. Furthermore, carefully formatting the input data enhanced the value and relevance of the GenAI model’s outputs. GenAI has the potential to increase efficiency and alleviate manual burden, but it must be thoughtfully implemented to address inaccuracies, biases and privacy concerns. This article is also included in The Business & Management Collection which can be accessed at https:// hstalks.com/business/.