AI Impact: Companies Are Deploying AI. Few Can Prove It Works.

Editor's note: This is AI Impact, Newsweek's weekly newsletter where each week, we will explore how business leaders are unlocking real value through artificial intelligence.Tap or click here to get this newsletter delivered to your inbox.Signal CaptureSignals from the front lines of AI adoption Is AI Delivering Results or Just Activity? ...By Adam MillsFrontline tasks are already being handled by AI in many companies. Proving that it’s delivering real results is the next test.“The mindset has to shift from experimentation to operationalization,” Rich Veldran, CEO of GoTo, told Newsweek. “If you can’t answer whether it’s improving revenues, improving margins or improving productivity, you’re still just experimenting.”GoTo, formerly LogMeIn, which provides business communications and IT management software, is already applying that standard of improvement to customer operations. Veldran said most customer service calls are now handled by AI, often resolved without human involvement or routed to the right person when escalation is needed. That has allowed employees to focus on more complex issues and customer relationships.“[AI’s impact] is very real—at least for GoTo,” he said.The distinction, Veldran said, is not whether companies are using AI, but whether it is embedded deeply enough to change outcomes. Systems layered on top of existing