Many of us are piloting GenAI internally, but few have moved beyond demos. What is one AI use case you have actually put into production, with measurable business value (cost, time, quality)? What made it succeed while others stalled?

One of the GenAI use cases that successfully made it to production was the call center agent assistant. Without GenAI, the agents in the call center were required to search through thousands of policy documents to answer questions asked by customers. When it comes to financial services, there are implications if responses are not correct especially if there are numerous documents that talk about the same subject. Having a human to go through these thousands of documents and remember everything is not feasible and it takes a really long time to find the correct answer. Using GenAI makes this task simpler and does require human in-the-loop to verify and make a judgement.

This use case was not tied directly to a critical decision making or a credit decision and hence using GenAI was relatively simple without ethical concerns.

We have added chatbot agent to help and self services for IT software and access group requests etc - this has reduce service-deck calls significantly. But, we are learning where the chatbot fails and directs a inquiry to an agent... getting AI to service tedious tasks is my advise to free up human capital for what they are good at...
Use AI and ML with robotic process automation is a good start.