Companies Are Drowning in Too Much AI

Businesses are facing an influx of new artificial-intelligence tools, many of which overlap and cause confusion for employees, as corporate-technology sellers race to capitalise on the generative AI trend.

“Since the ChatGPT excitement, I must have had at least 20 to 25 vendors in my portfolio reach out to me saying, ‘Hey, let us tell you about our generative AI co-pilot strategy,’” said Milind Wagle, chief information officer at Equinix, one of the world’s biggest data-centre landlords.

Generative AI features, which can respond to user prompts by generating images or text, often come in the forms of co-pilots, or virtual assistants that work in tandem with an IT seller’s offerings, sometimes automating certain tasks within that platform. Wagle said Equinix is drowning in a flood of co-pilots—and he is trying to figure out how, if at all, they should coexist.

“I feel like there’s a co-pilot war that needs to sort of happen,” he said.

The co-pilot proliferation is leading to confusion for employees who are looking for a single common interface to accomplish certain tasks, Wagle said. It can also create potential governance risks if there is a possibility that private data from a company that interacts with the co-pilots could make its way into public training models for generative AI tools.

Gartner analyst Arun Chandrasekaran said IT sellers are feeling pressure to move into the generative AI space or risk falling behind, meaning some half-baked features will be rushed out without the proper privacy and security guardrails in place. Established IT sellers also need to consider security concerns, including whether a customer’s data can be fed back to train the model, because this is uncharted territory, he added.

Chandrasekaran estimates that a fifth of independent software vendors have stepped into the generative AI space since ChatGPT was launched about seven months ago—a huge amount of growth in a short time, he said.

“I don’t think I’ve had a partner or vendor meeting this year where I wasn’t pitched a generative AI play,” said Brian Woodring, CIO of Rocket Mortgage, a nonbank mortgage provider.

Rocket Mortgage CIO Brian Woodring PHOTO: ISABELLE BOUSQUETTE / THE WALL STREET JOURNAL

Sometimes the co-pilots appear in system updates as a freebie, and sometimes they cost extra, Woodring said. He added that in some cases, the generative AI features are tacked on, despite not being compelling additions or the best tool for the job.

“Everyone’s trying to fit it in everywhere,” he said, adding, “It’s not something you can just spread around like peanut butter. It’s not a coat of paint you put on your product afterwards and say, now it’s AI.”

In other instances, the features are things that Rocket Mortgage could confidently and more cheaply build in house, Woodring said. For example, a number of tools on the market pull and analyse data from phone calls, a feature that Rocket Mortgage was able to build itself, he said.

Tech executives said they are looking critically at new generative AI tools to distinguish between the truly compelling ones and the ones that are just paying lip service to the hype. How well the tools will be able to integrate with each other is another consideration.

“We want clarity on how we can connect every single one,” said Noé Angel, CIO at agriculture company NatureSweet. When tools are too fragmented, it ends up creating more work for those who have to manage them, he said.

Jim Stratton, chief technology officer of Workday, a provider of enterprise cloud applications for finance and human resources, said that longer term, he expects consolidation and clearer winners to emerge when it comes to certain AI capabilities, which could simplify things for companies.

But nearer term, navigating the complexity of the landscape remains a challenge. “There’s still a lot of noise at the moment,” he said.

First, the good news for office landlords: A post-Labor Day bump nudged return-to-office rates in mid-September to their highest level since the onset of the pandemic.

Now the bad: Office attendance in big cities is still barely half of what it was in 2019, and company get-tough measures are proving largely ineffective at boosting that rate much higher.

Indeed, a number of forces—from the prospect of more Covid-19 cases in the fall to a weakening economy—could push the return rate into reverse, property owners and city officials say.

More than before, chief executives at blue-chip companies are stepping up efforts to fill their workspace. Facebook parent Meta Platforms, Amazon and JPMorgan Chase are among the companies that have recently vowed to get tougher on employees who don’t show up. In August, Meta told employees they could face disciplinary action if they regularly violate new workplace rules.

But these actions haven’t yet moved the national return rate needle much, and a majority of companies remain content to allow employees to work at least part-time remotely despite the tough talk.

Most employees go into offices during the middle of the week, but floors are sparsely populated on Mondays and Fridays. In Chicago, some September days had a return rate of over 66%. But it was below 30% on Fridays. In New York, it ranges from about 25% to 65%, according to Kastle Systems, which tracks security-card swipes.

Overall, the average return rate in the 10 U.S. cities tracked by Kastle Systems matched the recent high of 50.4% of 2019 levels for the week ended Sept. 20, though it slid a little below half the following week.

The disappointing return rates are another blow to office owners who are struggling with vacancy rates near record highs. The national office average vacancy rose to 19.2% last quarter, just below the historical peak of 19.3% in 1991, according to Moody’s Analytics preliminary third-quarter data.

Business leaders in New York, Detroit, Seattle, Atlanta and Houston interviewed by The Wall Street Journal said they have seen only slight improvements in sidewalk activity and attendance in office buildings since Labor Day.

“It feels a little fuller but at the margins,” said Sandy Baruah, chief executive of the Detroit Regional Chamber, a business group.

Lax enforcement of return-to-office rules is one reason employees feel they can still work from home. At a roundtable business discussion in Houston last week, only one of the 12 companies that attended said it would enforce a return-to-office policy in performance reviews.

“It was clearly a minority opinion that the others shook their heads at,” said Kris Larson, chief executive of Central Houston Inc., a group that promotes business in the city and sponsored the meeting.

Making matters worse, business leaders and city officials say they see more forces at work that could slow the return to office than those that could accelerate it.

Covid-19 cases are up and will likely increase further in the fall and winter months. “If we have to go back to distancing and mask protocols, that really breaks the office culture,” said Kathryn Wylde, head of the business group Partnership for New York City.

Many cities are contending with an increase in homelessness and crime. San Francisco, Philadelphia and Washington, D.C., which are struggling with these problems, are among the lowest return-to-office cities in the Kastle System index.

About 90% of members surveyed by the Seattle Metropolitan Chamber of Commerce said that the city couldn’t recover until homelessness and public safety problems were addressed, said Rachel Smith, chief executive. That is taken into account as companies make decisions about returning to the office and how much space they need, she added.

Cuts in government services and transportation are also taking a toll. Wait times for buses run by Houston’s Park & Ride system, one of the most widely used commuter services, have increased partly because of labor shortages, according to Larson of Central Houston.

The commute “is the remaining most significant barrier” to improving return to office, Larson said.

Some landlords say that businesses will have more leverage in enforcing return-to-office mandates if the economy weakens. There are already signs of such a shift in cities that depend heavily on the technology sector, which has been seeing slowing growth and layoffs.

But a full-fledged recession could hurt office returns if it results in widespread layoffs. “Maybe you get some relief in more employees coming back,” said Dylan Burzinski, an analyst with real-estate analytics firm Green Street. “But if there are fewer of those employees, it’s still a net negative for office.”

The sluggish return-to-office rate is leading many city and business leaders to ask the federal government for help. A group from the Great Lakes Metro Chambers Coalition recently met with elected officials in Washington, D.C., lobbying for incentives for businesses that make commitments to U.S. downtowns.

Baruah, from the Detroit chamber, was among the group. He said the chances of such legislation being passed were low. “We might have to reach crisis proportions first,” he said. “But we’re trying to lay the groundwork now.”

Companies Are Drowning in Too Much AI

IT sellers are rolling out an avalanche of new generative AI features, leaving CIOs overwhelmed and workers confused

Office owners are struggling with near record-high vacancy rates