Generative AI

Future Trends: AI and the Evolution of Sales and Fulfillment in the Next Decade

Managing a business involves several activities like planning, organizing, inventory and supply chain management, production scheduling, quality control, logistics and more. It is imperative that these activities are executed seamlessly and efficiently for the success of a business. Artificial intelligence (AI) is revolutionising operations management by streamlining these processes, enabling businesses to achieve greater efficiency, reduce costs, and improve overall outcomes.

Artificial Intelligence in business uses vast volumes of data and human knowledge to power computer systems. AI systems depend on business data and leverage technologies like Machine Learning (ML), Natural Language Processing (NLP), Computer Vision (CV), and deep learning to facilitate business operations. AI can categorise data, forecast, identify errors, have conversations and analyse data just like humans. Integration of AI in business processes paves the way for intelligent process automation that can analyse data and facilitate optimisation of business processes and real-time decision-making. AI also offers actionable recommendations to enhance incomplete data and address issues, enabling better decision-making.

How is AI used in operations management?

AI plays a vital role in different areas of operations in a business:

• AI enhances efficiency and speed of operations by automating routine processes like order processing, inventory management, data entry, etc.
• Artificial Intelligence-powered tools identify inefficiencies in workflows and suggest improvements to optimise processes like procurement, production, etc.,
• Operations teams can leverage AI for preventive maintenance. AI-based tools provide information about equipment and machinery in real time which facilitates timely action. Predictive maintenance helps to minimise maintenance costs, reduce downtime, extend equipment lifespan of equipment, and more.
• AI-based systems help to optimise inventory by making accurate forecasts based on customer demands and market dynamics.
• Supply chain management is another area where AI can be leveraged for optimising routes, real-time tracking, supplier selection, and more.
• CV and ML models ensure consistent quality, minimise waste and enhance customer satisfaction.
• AI chatbots can support requests, address customer queries, manage tasks like order tracking, billing, etc.

Artificial Intelligence continues to evolve and has become more sophisticated. We now have Generative AI(Gen AI) that makes systems more human-like in their interactions. 

Gen AI refers to Large Language Models (LLMs) that are trained on large datasets to learn patterns, structures, and relationships in that data. Machine Learning and deep learning technologies are at the core of Gen AI development. Gen AI models can create content in the form of text, audio, video, etc., from scratch based on prompts given by humans allowing creators to quickly prototype ideas, experiment, or even create entirely new forms of art or media at speeds that would be extremely difficult for humans.

Generative AI solutions for businesses

Gen AI is increasingly being applied in business to drive innovation, improve efficiency, and enhance customer experiences.

Some areas of application of Gen AI for business processes include:

Content creation and marketing

Generative AI tools like Chat GPT can create high-quality blog posts, product descriptions, social media content, and email newsletters quickly.

They help marketers create personalised content based on customer data, preferences and behaviour paving the way for highly effective marketing campaigns.

Customer support

AI-powered chatbots can assist customers by answering their queries in a human-like manner. They can resolve issues, provide product recommendations, and more.

Product design and development

In industries like fashion, architecture, or product design, Gen AI can help generate new design ideas and prototypes. It can automatically generate codes, debug errors and even develop entire applications by learning from vast codebases.

Data analysis and forecasting

Gen AI can help businesses forecast trends, predict customer behaviour, optimise inventory management, and more by generating predictive models from historical data.

In industries like healthcare, finance and others where data privacy is paramount, Gen AI can create synthetic data that mimics real-world data without compromising privacy, enabling businesses to train models safely and securely.

Sales and lead generation

Gen AI can help sales teams by crafting personalised emails, proposals, and more tailored to the needs of potential clients.

AI models can analyse large amounts of data to identify leads, helping sales teams focus on the most promising opportunities.

Visual media and design

Gen AI can automatically create logos, brand guides, and other visual content based on inputs like colours, themes, etc. It can also generate different variations of ad creatives, helping businesses quickly test multiple versions of a campaign and optimise them for performance.

Supply chain optimisation

AI tools can predict supply chain disruptions, forecast demand and recommend the best routes or suppliers based on changing market conditions.

Gen AI helps businesses reduce costs and improve delivery times by generating optimised scheduling or routing plans.

While Gen AI solutions can enhance the efficacy of business processes, they raise several concerns that must be addressed.

Challenges to consider:

• Data privacy and security: Ensuring sensitive business and customer data is secure when using AI models.
• Bias in AI models: Gen AI models might unintentionally reinforce biases based on the data they’re trained on.
• Integration complexity: It may take time and resources to integrate Gen AI tools into existing business systems.

Future trends in AI in business operations

As 2025 unfolds, some of the trends in AI to watch out for are:

• Gen AI for business will go beyond drafting ideas and will be a prime mover of creativity in design, marketing, and other business processes.
• Currently, AI tools provide insights based on which professionals make decisions. However, in 2025, we are likely to see the dominance of decision intelligence. Decision intelligence refers to AI tools analysing complex scenarios and offering clear recommendations.
• AI will enable sustainability by driving the adoption of eco-friendly practices, optimising resources and reducing waste.
• Responsible and ethical AI practices will become an integral part of AI implementation to build customer trust and loyalty.

In conclusion

Integrating AI into business processes is no longer just a trend but a transformative force that drives efficiency, innovation and personalisation across sectors. AI empowers businesses to stay competitive in an increasingly fast-paced market. As AI continues to evolve, its role in reshaping business landscapes will only grow, offering endless possibilities.

How can Infosys BPM help?

Infosys BPM offers the Infosys Topaz Generative AI BizOps platform which provides ready to use Gen AI solutions for businesses. Our customised solutions drive innovation and boost productivity. We help you build agile, intelligent and customer-centric business models that can adapt to changes in the market conditions and customer expectations.