MEASURING RETURNS ON GENERATIVE AI INVESTMENTS THROUGH EMPLOYEE PRODUCTIVITY, IMPLEMENTATION COSTS AND SERVICE QUALITY ANALYTICS

Jumoke Eniola Famoroti

doi:10.5281/zenodo.23905077

Abstract

Generative artificial intelligence is transforming organisational operations by automating knowledge intensive activities, supporting employee decision making, and enhancing customer service delivery. However, increasing enterprise investment has intensified concerns regarding financial returns, implementation expenditures, workforce adaptation, and the sustainability of operational improvements. Conventional return on investment assessments often emphasise immediate cost savings while overlooking productivity variations, hidden integration expenses, and changes in service quality. This study proposes an integrated analytical framework for evaluating generative AI investments through employee productivity measurement, comprehensive implementation cost analysis, and multidimensional service quality assessment. Employee performance indicators encompass task completion time, output accuracy, workload distribution, and operational throughput. Implementation costs incorporate technology licensing, infrastructure, system integration, workforce training, governance, and ongoing maintenance. Service quality analytics examine response times, customer satisfaction, error frequencies, and service consistency. Difference in differences estimation and cost benefit modelling provide complementary approaches for attributing operational changes to AI adoption and calculating risk adjusted financial returns. The framework supports evidence based investment decisions, identifies conditions influencing value realisation, and establishes measurable criteria for evaluating long term organisational performance across diverse business functions and implementation environments.

Keywords

Generative Artificial Intelligence; Return on Investment; Employee Productivity; Implementation Cost Analysis; Service Quality Analytics; Technology Investment Evaluation.

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