Navigating the Generative AI Landscape: Insights from Kyndryl’s Journey

By Boris Jovevski, Risham Sahni, and Peter Hudačko

In the wake of the rapid evolution of generative AI technologies, many organizations are recognizing the imperative to integrate these tools into their operations. However, the journey toward effective adoption is far from straightforward. Since the public release of OpenAI’s ChatGPT in late 2022, businesses have been eager to harness the potential of generative AI, yet a recent Kyndryl survey of 109 C-suite executives revealed a stark reality: only 18% had live generative AI applications as of May 2024, and a mere 10% had a documented strategy for implementation.

Kyndryl’s own experience in deploying generative AI, particularly through its partnership with Microsoft for Copilot in Microsoft 365, offers valuable insights for organizations navigating this complex landscape.

Setting the Stage for Copilot

As Kyndryl entered the second year of a 24-month global IT transformation in late 2022, the demand for generative AI tools was palpable. Customers and employees alike were increasingly requesting solutions that could enhance productivity and streamline operations. Recognizing this trend, Kyndryl made a strategic decision to invest in generative AI technologies, aiming to accelerate deployment and share learnings with its clients.

The groundwork for Kyndryl’s AI journey was laid by its Chief Information Officer (CIO), Chief Technology Officer (CTO), Chief Information Security Officer (CISO), and Chief Privacy and Regulatory Officer (CPRO). Together, they developed the Responsible AI at Kyndryl framework, which would guide the ethical and secure implementation of AI technologies. This foundational approach was crucial as Kyndryl evaluated various vendors and AI solutions, ultimately expanding its partnership with Microsoft to include generative AI services. This collaboration positioned Kyndryl as one of the earliest adopters of Copilot.

The Logical Choice: Microsoft 365

Having already transitioned to the Microsoft 365 platform to support a hybrid workplace model, Kyndryl identified Copilot for Microsoft 365 as the most suitable generative AI tool for internal adoption. The technology aligned seamlessly with Kyndryl’s commitment to a data-centric, cloud-based approach, automation-led processes, and a zero trust security model. Moreover, Copilot’s capabilities were designed to enhance employee efficiency and productivity, making it a strategic fit for the organization.

A Multi-Phase Implementation Strategy

In July 2023, following extensive collaboration with Microsoft to develop a rollout strategy, Kyndryl’s Copilot team initiated a multi-phase implementation. This approach involved working with multidisciplinary teams across the organization to execute and refine the strategy. A key aspect of this process was integrating the principles of Kyndryl’s responsible AI framework, ensuring that the data and information architecture were secure before vetting use cases and staging rollouts of Copilot licenses.

Over the course of the following year, Kyndryl’s commitment to responsible AI practices paid off. By July 2024, the company had assigned nearly 20,000 Copilot licenses and identified more than 600 approved use cases for the technology. This rapid adoption allowed employees to quickly experience the benefits of generative AI, enhancing their workflows and productivity.

By the Numbers: Impact of Copilot

The implementation of Copilot has yielded impressive results for Kyndryl. With nearly 20,000 licenses in use and over 600 approved use cases, the technology has transformed the way employees work. The data-centric approach facilitated by Copilot has not only improved efficiency but also fostered a culture of innovation within the organization. Employees are empowered to leverage generative AI tools to enhance their productivity, streamline processes, and drive better outcomes for clients.

Conclusion: Lessons for Organizations

Kyndryl’s journey to adopting generative AI through Copilot for Microsoft 365 serves as a valuable case study for organizations looking to navigate the complexities of AI integration. The key takeaways from Kyndryl’s experience include:

1. Establish a Responsible AI Framework: Prioritize ethical considerations and security in AI implementation to build trust and ensure compliance.

2. Choose the Right Tools: Align AI technologies with organizational goals and existing infrastructure to maximize their impact.

3. Adopt a Phased Approach: Implement AI solutions in stages, allowing for refinement and adjustment based on real-world feedback.

4. Foster a Culture of Innovation: Encourage employees to explore and utilize AI tools to enhance their workflows and drive productivity.

As generative AI continues to evolve, organizations must remain agile and proactive in their approach to adoption. By learning from the experiences of pioneers like Kyndryl, companies can better position themselves for success in the AI-driven future.