Making money from AI: Searching for a ‘killer app’
Feb 11, 2025
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In this discussion, George Lee, co-head of the Goldman Sachs Global Institute, shares his optimistic views on AI's potential alongside Jim Covello, head of global equity research. They debate the investment landscape of AI, questioning if generative AI is overvalued. The conversation includes insights from industry leaders like Victor Riparbelli and Amjad Masad on their startups' journeys and the search for a profit-generating ‘killer app’. They explore AI's transformative impacts, particularly in customer service, and the challenges of employee adaptation to new technologies.
The podcast discusses the uncertainty surrounding the profitability of generative AI, emphasizing the lack of clear monetization strategies for businesses.
Employee resistance to integrating AI tools underscores the importance of fostering workplace adaptability and acceptance for successful AI implementation.
Deep dives
AI Implementation at Octopus Energy
Octopus Energy utilizes generative AI in its call center to improve customer service efficiency. Employees benefit from tools like automatic transcriptions and AI-generated email drafts, which help them respond to inquiries more quickly. During a crisis in the European gas market, they implemented a ChatGPT-based system that generated responses for a high volume of new customer requests, enhancing response times significantly. The integration of AI allows staff to focus on more meaningful interactions with customers rather than mundane tasks like writing emails.
Investment Perspectives on AI
Silicon Valley's ongoing AI boom has led to substantial financial investments, yet there are concerns regarding long-term profitability and real-world applications. Analysts from Goldman Sachs express mixed views on whether AI will yield significant returns, with one highlighting the absence of clear monetization paths. The debate reflects a broader uncertainty in the financial community over potential killer applications that could justify the massive funding pouring into AI. Some experts warn that the technology may simply replace low-cost labor without offering substantial transformative benefits.
The Challenge of AI Adoption in Businesses
Many companies struggle with effectively integrating AI tools, facing notable resistance from employees who fear job displacement. Reports suggest that utilization rates for purchased AI solutions can drop as low as 20%, indicating a gap between investment and application. Embracing AI requires a shift in workplace routines, and leadership often underestimates the extent of this disruption. As firms aim to adapt, it becomes clear that while AI may enhance productivity, its true value will depend on employee adoption and willingness to change established practices.
Is generative AI over-valued? At the heart of the generative AI boom has been the premise that a ‘killer app’ for AI will make investors a return on their capital. But it’s unclear how those use cases will actually make money for businesses that deploy them. Plus - is the problem a lack of AI take-up among employees? We hear from Joe Richardson, head of operations at Octopus Energy, Jim Covello, head of global equity research at Goldman Sachs and George Lee, co-head of the Goldman Sachs Global Institute for a debate about the investment case for AI; Victor Riparbelli, chief executive of AI video start-up Synthesia, Amjad Masad, chief executive of coding start-up Replit, and Claudia Harris, chief executive at tech training company Makers.
This season of Tech Tonic is presented by Madhumita Murgia, and produced by Josh Gabert-Doyon. Edwin Lane is the senior producer and Manuela Saragosa is the executive producer. Sound design by Breen Turner, Samantha Giovinco and Joe Salcedo, with original music from Metaphor Music. The FT’s head of audio is Cheryl Brumley.