For years, corporate leaders have wondered whether investing heavily in artificial intelligence (AI) would truly pay off. Now, Capgemini’s AI in action survey confirms it does: companies that have integrated it into their operations are seeing an average return on investment (ROI) of 1.7x. The highest ROI appears in people management (2.1x), followed by customer operations (1.7x), finance and accounting (1.5x) and supply chain and procurement (1.5x).
The consultancy found that organisations are cutting costs by 26–31% through various AI applications. In procurement and supply chain, this technology enhances route optimisation and warehouse design. In HR, generative AI automates tasks such as CV screening and candidate searches. Together, these transformations make operations more efficient, agile and cost-effective across an enterprise.
Confidence in technology
Beyond those already enjoying the benefits of AI, 40% of companies assessing ROI expect to achieve positive returns within one to three years. Another 35% foresee gains within three to five years, consolidating this technology as a strategic long-term investment.
Average time to achieve positive ROI on AI in business operations. Source: Capgemini Research Institute
AI-powered business operations survey, February–March 2025, N = 300 executives who are from business functions tracking ROI as a financial KPI to evaluate the success of AI and GenAI initiatives.
Key areas for deploying AI agents are starting to emerge. In supply chain and procurement, predictive AI models are streamlining inventory management and strengthening resilience. Likewise, AI-based tools efficiently handle user inquiries, improving satisfaction. By 2029, agentic AI is expected to resolve 80% of customer service issues autonomously, leading to a 30% reduction in operating costs.