Delivering Business Innovation with Generative AI Services

Services align people, processes, data and technology to deliver business results with GenAI.

Generative AI (GenAI) is a massive leap in technology capability. It’s a race to create an advantage and keep it, with over 90% of global enterprise AI decision-makers having concrete plans to implement generative AI for internal and customer-facing use cases.1

But GenAI technology is just one part of the story. Alone, it won’t drive the implied productivity and efficiencies—that requires complete alignment across people, processes, data and technology.

In every customer conversation I have on GenAI, there are generally three imperatives to success:

    • Developing the strategy and prioritizing use cases
    • Preparing data and determining the technology infrastructure
    • Ensuring the organization has the talent and skills to operate and scale

Services play a critical role in helping customers get from ideas to innovation with GenAI.

Strategy and Use Cases

We’ve done this firsthand at Dell Technologies, assessing hundreds of use cases and determining a small set of those that will deliver the most value across the company. This required clustering use cases, curating and cleansing data, creating governance and actively deploying GenAI to those target use cases—and we’re already seeing results. Dell’s differentiated consulting practice helps customers set their strategy and then implement, adopt and scale GenAI solutions.

Data and Infrastructure

This can be one of the more arduous and time-intensive challenges customers face before GenAI can yield business benefits. One of the new areas we’re helping customers with is data preparation—identifying data sets and defining data requirements, exploration and enrichment, ingestion into the models and verifying that it’s producing the intended results. GenAI presents a new opportunity to harness unstructured data, which requires a tailored architecture and infrastructure that enables tangible results.

Talent and Skills

The talent dimension is complex and multi-faceted. Specific skillsets like AI/ML operations, data engineering and data science are helpful to implementing and scaling GenAI capabilities, but organizations need up-skilling programs, change management and strong leadership to drive adoption of GenAI tools across functions. Training and knowledge transfer are crucial to enable digital transformation, but equally important is the automation we enable to maximize productivity in our business processes and the value in our solutions.

Customers Seeing Early GenAI Benefits Today

A European research institute aimed to develop new cybersecurity models leveraging GenAI. This customer had determined their use cases and were keen to deploy a solution quickly. Leveraging Dell’s Validated Design for GenAI Inferencing and Professional Services for GenAI, the customer deployed a framework and tools for implementing their GenAI cluster. Ultimately, this accelerated the resiliency of the models to advance their security posture.

Another Dell customer, a global telecommunications provider, had many GenAI projects and workloads spread across multiple labs and clouds. They needed a more cost-effective and consistent GenAI strategy. Dell helped consolidate their GenAI initiatives onto a scalable platform to increase R&D efficiency and improve product development timelines. This also enabled them to run new workloads that had previous cybersecurity and cost constraints.

Dell’s work with City of Amarillo, Texas represents a different kind of GenAI value story, where the goal is to improve the lives of citizens. We are helping the city build a multi-lingual digital assistant that uses GenAI to interact with residents seeking details on government and community services. This capability shares information in over 60 languages.

GenAI Will Reshape our Future

It’s exciting to see where we’re headed—what’s ahead is intelligent, automated and outcome-based.

We’ll see far more machine-to-machine interactions (think about a complex supply chain that requires very few humans), a proliferation of digital twins that leverage GenAI (think generative, predictive use cases across every vertical) and hyper-realistic digital assistants and avatars that communicate with natural language and realistic emotions (they’ll do everything from checking in at your hotel to assisting with surgery).

And while digital assistants will be helpful, the human element cannot be understated. Training and skill development are essential to elevating human data visualization and problem-solving skills to drive better, faster results. Humans will always be a key part of the value chain.

GenAI will transform service delivery models in technology and business, leveraging data that reveals patterns, trends and insights that were previously unreachable. But it will do much more than drive productivity, efficiency and personalized experiences—it will redefine industries and reshape the future of innovation.

1 Forrester Research – “The State of Generative AI, 2024”; January 2024.

Doug Schmitt

About the Author: Doug Schmitt

Doug Schmitt is the President of Dell Technologies Services. He is responsible for the company’s Consulting, Deployment, Support, Managed Services, Education Services and Asset Recovery businesses, comprised of approximately 60,000 direct and partner personnel operating in more than 170 countries. He serves on the board of Dell Technologies Political Action Committee and the executive board of the Technology Services Industry Association. Prior to joining Dell Technologies in 1997, he held various leadership roles at Sequent Computer Systems and in the banking sector. Doug holds degrees in Finance and Accounting from Oregon State and Portland State, respectively, and an MBA from the University of Portland.