ICYMI: New hope for AI ROI, plus governance debates, latency issues, and the data on AI slop
Your curated briefing on the latest news and ideas for AI-powered service operations
The world of tech moves fast. Every other week, we bring you some of the best stories to stay on top of the trends and at the top of your game. Here’s what you need to know:
The Register: McKinsey says enterprise AI is finally moving toward ROI
“Organizations’ conviction in AI is growing faster than the immediate financial returns they can attribute to it,” McKinsey said. “More expect AI to reshape their business over the next three years than did a year ago, and they continue to plan to invest more.” Read more.
Reddit: Who should own AI governance: security, legal, or IT?
This keeps coming up in leadership conversations and nobody has a clean answer. Security cares about data exposure, legal cares about liability and compliance, and IT cares about actually deploying and managing the tools. Each function has a legitimate claim, which is exactly why it stalls. Read more.
The New Stack: Agentic AI has a latency problem that more compute won’t solve
The latency issue stems from the way agents work. It’s an iterative process, somewhat like a king sending out knights, emissaries, and messengers to conduct the business of the kingdom. There are many comings and goings, not just one person sent on a single round trip. Read more.
Pew Research Center: How much of the internet is written with AI?
Signs of AI authorship can be found in over one-third of pages published after ChatGPT was released. This is in line with other studies that have shown that large shares of recently published pages on the internet were likely written or substantially edited by AI. Read more.
The Works: Beyond the AI pilot in customer service
The measure of a great customer service platform is not whether it offers 100+ AI features—it is whether the capabilities create meaningful value. Does AI resolve more customer needs? Make agents more effective? Remove friction? The organizations pulling ahead are focused less on the capabilities they deploy and more on the outcomes they deliver. Read more.
