2025年专业服务领域生成式人工智能应用研究报告

Ready for the next step of strategic applications Executive summary It’s been more than two years since the public introduction of ChatGPT, and generative artificialintelligence (GenAI) is a secret no longer. Microsoft has integrated Copilot into all facets of its Office365 suite, Google provides Gemini results at the top of most searches, and technology giants fromAmazon to Meta are exploring where GenAI fits into their suite of solutions. With all of this change, the rest of the business world — and the professional services market — isfollowing close behind. About half of all professionals in the legal; tax, accounting & audit; corporaterisk & fraud; and government industries use GenAI in some fashion, according to the survey results thatunderpin this latest iteration of our annualGenerative AI in Professional Services Report.1Indeed, manyof those professionals said they are using ChatGPT or other free tools for limited tasks, but increasingly,they also are using paid tools (such as Copilot) for business purposes, or industry-specific GenAItechnologies that feature content and use cases catered to professionals’ specific sectors. More and more, these specialized GenAI tools are beingbaked into professional workflows, and a vast majority ofsurvey respondents said they expect it to be a central part oftheir daily workflow within the next five years. There remainssome hesitation about GenAI’s technical limitations, of course,particularly around accuracy of the tool. But overall, mostprofessionals remain positive about its applications. Theybelieve it can and should be used for key work, and given theirexperience, more feel excited and hopeful about the future ofGenAI than ever before. At the organizational level, many evenanticipate major shifts in budgets and job roles due to AI’s rise. To truly extract value fromGenAI tools, any GenAIplan needs to tie into thelarger strategic objectivesof an organization. At the same time, however, initial adoption does not necessarily equal true integration intoorganizations’ strategy at large. Professionals areusingGenAI, but they aren’tcapitalizingon GenAI’spotential value. More than half of professionals said their organizations are not measuring return-on-investment (ROI) for GenAI tools, calling into question how GenAI success is actually defined withinprofessional services. In fact, the majority of corporate respondents who work with outside firmssaid they want their firms to be using GenAI, but at the same time, did not know whether those firmswere actually using GenAI. Similarly, more than half of firm respondents said they had no GenAIguidance from their clients. And while most believe GenAI is imminently becoming a part of theirdaily workflow, only about one-third reported having a GenAI policy or receiving any kind of GenAItraining at their organization. Clearly, in the time since GenAI’s introduction, professional services organizations have taken the firststep: They knowwhatGenAI is — now, these organizations will need to determinewhyit matters. GenAIis pervasive, with a number of different applications and use cases across the organization; but to trulyextract value from GenAI tools, any GenAI plan needs to tie into the larger strategic objectives of anorganization. While many professionals are now familiar with where GenAI fits into their own lives, theirorganizations have not yet fully embraced where GenAI fits into broader future organizational planning. It is in taking this next step into the GenAI frontier that many organizations will have to contend withgoing forward. Key findings •Steady usage increases— A large proportion (41%) of respondents said they personally usepublicly-available tools such as ChatGPT, and 17% said they personally use industry-specificGenAI tools. On an organization-wide level, meanwhile, the percentage of respondents who saidtheir organizations were actively using GenAI nearlydoubledover the past year, to 22% in 2025,compared to 12% in 2024. An additional 50% of respondents said their organizations are eithercreating plans to use GenAI or deciding whether or not to do so. •Soon to be central to workflow— While GenAI adoption has been steady thus far, manyrespondents said they expect its use to increase quickly. Just 13% say GenAI is central to theirorganization’s workflow currently, but an additional 29% believe it will be central within the nextyear. Further, 95% of all respondents believe it will be central to their organization’s workflow withinthe next five years. •Maintaining positivity— More than half (55%) of all respondents categorize their sentimenttowards GenAI in their profession asexcitedorhopeful. Meanwhile, the proportion who said theywere hesitant,concernedorfearfulfell 12 percentage points over the past year. More than 60%also said GenAI activelyshouldbe used for work in their industry, and 89% said they believe theycan see GenAI use cases in their own work. •Business questions remain— Even with th