Are We Approaching the Trough of Disillusionment with GenAI?

The hype around GenAI reached a fever pitch recently. Promises of revolutionising industries, streamlining operations, and unlocking new revenue streams captured the imagination of C-level executives worldwide. I am sure we have all been asked to either “make it work” or understand how we can quickly adopt it in our organisation, right? 

But as with any emerging technology, reality has tempered expectations. Many organisations now find themselves grappling with the "Trough of Disillusionment" - a term coined by Gartner and used in their Hype Cycle for Generative AI, 2024 report to describe innovations that do not live up to their over-inflated expectations.

Image from Gartner's Hype Cycle for Generative AI, 2024

How Did We Get Here? 

Overestimated capabilities

GenAI’s early successes led to inflated expectations. Executives were led to believe that GenAI could handle complex tasks autonomously without the need for substantial human intervention. The reality is that while GenAI is powerful, it requires significant fine-tuning, oversight, and alignment with specific business needs.

Integration challenges

Many organisations underestimated the complexity of integrating GenAI into their existing IT ecosystems. GenAI isn’t a plug-and-play solution. It demands a thorough understanding of data architecture, robust APIs, and seamless integration with platforms like ServiceNow to deliver value. 

Data privacy concerns 

The rise of GenAI has amplified concerns around data privacy and security. As companies deploy GenAI models, they must navigate the intricacies of data governance, ensuring compliance with regulations like GDPR. This added layer of complexity often slows down adoption and can lead to disillusionment. 

Unrealistic timelines

In the race to be first, many organisations set unrealistic timelines for GenAI projects. When results don’t materialise as quickly as anticipated, frustration sets in. Executives need to recalibrate their expectations, understanding that true transformation takes time. 

Talent gap

The talent required to fully harness GenAI is scarce. Organisations often struggle to find or train staff with the necessary expertise to deploy, maintain, and optimise GenAI solutions. This gap can lead to suboptimal implementations and unmet expectations. 

5 Things to Consider Moving Forward with GenAI and ServiceNow 

Is it GenAI that you need?

Other AI capabilities - real-time, predictive, prescriptive - are available and have been for several years. A maturity assessment or understanding of the different types of AI can assist in understanding whether GenAI is right for you. 

Align GenAI with strategic objectives

GenAI is not a magic bullet. Its value lies in how well it aligns with your organisation's strategic objectives. Leverage platforms like ServiceNow to integrate GenAI into workflows that directly impact your bottom line, such as automating repetitive tasks or enhancing customer service. 

Focus on data quality

GenAI’s effectiveness is only as good as the data it’s trained on. Ensure that your organisation’s data is clean, accurate, and compliant. ServiceNow’s data management capabilities can play a crucial role in maintaining high data standards, which are essential for GenAI's success. 

Invest in short projects

Getting GenAI working on and alongside your data is key. Run a 60-day trial before you buy a capability assessment on your existing data. This is a key period for GenAI and to build confidence in your teams before it’s unleashed across the organisations is key. 

Prioritise security and compliance

Data privacy and security should be top of mind. Utilise ServiceNow’s built-in security frameworks to ensure that your GenAI deployments are secure and compliant. Addressing these concerns early on will prevent potential pitfalls and build trust in GenAI systems. 

Foster a culture of continuous learning

The rapid pace of AI development means that continuous learning is essential. Encourage your teams to stay updated on the latest GenAI advancements and best practices. ServiceNow’s Learning and Development modules can be instrumental in upskilling your workforce, ensuring they are equipped to handle evolving GenAI challenges. Align with a partner like Thirdera to understand the latest and great and what is coming, keeping up to date with the family releases. 

Conclusion 

Rest assured, the Trough of Disillusionment is a natural phase in all technology adoption lifecycles. As ominous as it may sound, it's an opportunity for recalibration and growth. By taking a strategic, measured approach to GenAI—aligned with robust platforms like ServiceNow—C-level executives can navigate this phase successfully and emerge stronger on the other side.

GenAI has the potential to transform your organisation, but its success depends on realistic expectations, careful planning, and continuous adaptation. Are you ready to turn the corner on GenAI and realise its full potential?