Transforming user experiences: AI use cases that create value

AI is revolutionizing decision-making processes and unlocking new avenues for value creation across industries. This session features three different perspectives on the transformative role of AI in enhancing data-driven decisions, from predictive analytics to real-time insights.

Learn how businesses are harnessing AI to streamline operations, personalize customer experiences, and innovate new products and services, ultimately driving growth and competitive advantage in the digital age.

Key speakers

• Moderator: Rebecca Liu-Doyle, Managing Director, Insight Partners
• Speaker: Mario Ciabarra, Quantum Metric Founder and CEO
  
• Speaker: May Habib, Writer CEO and Cofounder
• Speaker: Jack Hanlon, Meta GenAI Media Product Lead

These insights came from our ScaleUp:AI event in November 2024, an industry-leading global conference that features topics across technologies and industries. Watch the full session below:

Key takeaways

• AI is compressing data analysis from hours to seconds, helping businesses better understand user behavior.
• Generative AI is lowering barriers to innovation, enabling non-technical users to build sophisticated applications.
• The speed of AI development is unprecedented, requiring businesses to stay agile and embrace continuous experimentation.
• AI is delivering measurable ROI, from reducing customer service handle times to accelerating compliance workflows.
• Successful AI adoption requires cross-functional engagement, with leadership actively driving experimentation and change management.

Unlocking customer insights in seconds

Ciabarra highlighted how AI is enabling businesses to understand their customers at scale. “One of the things that we do is we help [businesses] see exactly what it looks like to be a customer on their digital presence,” he explained. Traditionally, companies relied on watching thousands of hours of customer interactions to extract insights. Now, genAI can summarize those experiences in just a few seconds. This compression of data analysis allows businesses to instantly pinpoint friction points and optimize user journeys in real-time.

GenAI as a productivity game-changer

Habib shared how Writer is equipping enterprises with AI-driven tools that simplify complex processes. “Our end-user experience is multifaceted… there are the end users of our customers who use the applications built with the platform, and then there are the technologists who are really excited to not to do the data pre-processing and the chunking and just so much of the inefficient tasks,” she said. “And then there is that non-technical but very sophisticated business user that we have seen partner with technologists to build really sophisticated stuff.”

The ability for non-technical users to build sophisticated applications using genAI is lowering barriers to adoption and unlocking new possibilities for innovation.

The breakneck speed of AI evolution

At Meta, Hanlon has witnessed firsthand how AI’s pace of development has upended traditional product cycles. “I’ve simply never seen pace like this. There are times where we come out with something that’s state of the art, and three weeks later, it’s not state of the art anymore,” he said. Meta’s Llama models have seen over 350 million downloads on Hugging Face, and Meta AI Assistant now has over 500 million monthly active users. This rapid growth underscores how genAI is fundamentally altering how users interact with technology.

“I’ve simply never seen pace like this. There are times where we come out with something that’s state of the art, and three weeks later, it’s not state of the art anymore.”

AI’s role in delivering measurable ROI

Across industries, AI is driving tangible business impact. Ciabarra shared how AI is reducing customer service handle times: “One bank has seen a 23% reduction in their average handle time. Another airline has reduced chat interactions from seven and a half minutes to five.”

This efficiency boost translates into cost savings and higher customer satisfaction. Similarly, Habib highlighted how Writer’s AI-powered compliance tools are accelerating marketing workflows by automatically ensuring regulatory alignment, reducing time-to-market from months to weeks.

From AI copilots to AI-driven decision-making

The conversation also touched on AI’s shift from an assistive role to a decision-making force. “For example, hundreds of claim adjusters at State Farm being able to use Writer to go through policies, police reports, and evidence to take something that would have taken six or seven hours down to two or three,” said Habib. AI is not replacing human judgment but augmenting it, allowing professionals to focus on high-value tasks while AI handles the heavy lifting of data processing.

Driving cross-departmental AI adoption

Widespread AI adoption requires more than just great technology — it demands cultural and operational shifts. Ciabarra emphasized the importance of leadership engagement: “If you delegate this to someone else — ‘Hey, in three months, six months, give me a report’ — you’ll miss the window.”

“If you delegate this to someone else — ‘Hey, in three months, six months, give me a report’ — you’ll miss the window.”

Even when a new system reduces hundreds of clicks to just a few, those few are still unfamiliar, making adoption challenging. Success comes from building muscle memory — repeated use until the new workflow becomes second nature.

Habib noted that AI adoption hinges on changing these daily workflows:

“Even if it’s 800 clicks down to four, those four clicks are new, and so much of it is just muscle memory.” Organizations that actively drive AI adoption across departments will be the ones that reap its full benefits.

The future of AI-powered user experiences

Looking ahead, AI will continue to shape user experiences in ways we can’t yet fully anticipate. Hanlon pointed to Meta’s new AI-powered translation tool as a glimpse of what’s to come: “We just came out of Connect with the ability to take creators’ Reels and translate them into other languages using AI-generated lip sync in their voice.” Innovations like these will break down language barriers and expand access to content across the globe.

Watch more sessions from ScaleUp:AI, and see scaleup.events for updates on ScaleUp:AI 2025.

Note: Insight has invested in Writer and Quantum Metric.