2023 will be the Year of AI. Publications often mark a year with a name most closely associated with the biggest events of that year. Although AI has been with us for decades, generative AI has made AI into a productivity tool for everyday users.

Special Feature

How AI is Transforming Organizations Everywhere

Some of the world's most effective organizations are putting the latest AI innovations to work in smart -- and sometimes startling -- new ways. We put the spotlight on a diverse range of organizations across different parts of the economy to see how they are automating, streamlining, and transforming the ways things are done.

Generative AI is changing everything:saving time, empowering people to produce work they otherwise don't have the skills for, opening new doors for opportunities, and more. But there's a dark side. Workers are worried employers might replace them with lower quality yet more inexpensive, AI-generated output. 

There's also an accuracy problem. Generative AI systems are often wrong, and the more people rely on them, the less folks will double-check the results.

Also: We're not ready for the impact of generative AI on elections

Generative AI is just one aspect of AI currently being employed. We spoke via email to an army of executives and selected six stories that showcase a variety of AI applications and benefits already in play. These six spotlighted companies are leveraging AI to fundamentally transform traditional practices and norms in their respective industries. Their adoption of AI is leading to enhanced efficiencies, safety, customer experiences, and overall innovations.

The executives from these six companies told how they were currently using AI, how AI has transformed their processes, and what benefits they were seeing. Special thanks to the executives for their time and in-depth answers.

Ericsson: AI in the telecommunications sector

• Problem:Workplace injuries
• AI technology:Computer vision
• Benefit:Enhanced worker safety

Ericsson Safe Work is part of telecommunications giant Ericsson. Vivek Gnanavelu, founder and CEO of Ericsson Safe Work, tells us, "In telecommunications, where tower-related deaths outnumber those from general construction, Safe Work shields crews." He says this helps to eliminate workplace injuries and fatalities.

Despite safety protocols, many accidents occur when installing or maintaining cell towers, antennas, or radios. Since its inception, Gnanavelu reports, "We've seen remarkable AI-driven efficiencies with internal customers. Across key metrics, such as crew time saved, AI-detected non-compliances, and AI-assisted approval percentage for safety forms, significant efficiencies have emerged."

The company uses computer vision and AI models to validate worker compliance with Personal Protective Equipment (PPE) standards, such as helmets, gloves, vests, and work boots. It also provides live weather alerts and risk assessments. AI systems then provide continuous monitoring and live vital tracking, ensuring workers' readiness for tasks.

On a larger scale, the company's AI pattern recognition powers automated reporting and large-scale data analysis to learn and prevent future repeat incidents.

SoFi: AI in banking

• Problem:Slow customer service
• AI technology:Conversational AI
• Benefit:Instant accurate, and empathetic responses

SoFi delivers member-centric digital financial services to help more than six million members "achieve financial independence."

We spoke to Aaron Webster, chief risk officer and global head of operations in Latin America, who tells , "SoFi's AI solution is not a chatbot. It adopts an intelligent digital assistant model that comprehends customer emotions, enhancing experiences. Unlike basic chatbots, the assistant employs advanced natural language processing, providing a human-like interaction with real-time adaptation, seamless handoffs to agents when needed, and personalized responses."

SoFi integrated Cyberbank Konecta, a conversational AI engine offered by Galileo Financial Technologies affiliates, into their existing tech stack with the goal of enhancing their member experience with automated agents. SoFi is using this conversational AI engine to handle customer inquiries outside the hours their customer support team could offer alone.

Webster tells , "We are leveraging conversational AI with empathy to tailor each member interaction in real time, infusing a human touch when needed, to enhance our member experience while reducing operational service costs by effortlessly managing common inquiries with AI."

He says that since deploying this solution, response time increased by more than 65%, and half as many customers dropped out from their chat interactions. He said that thousands of conversations are now resolved without the need for transfer to a human agent.

Hexagon: AI in the public safety sector

• Problem:Vast public data
• AI technology:Assistive AI
• Benefit:Crime prevention and data analysis in real-time

Hexagon AB, headquartered in Stockholm, is a