2025年专业服务领域生成式人工智能报告

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 from 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, 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. They To truly extract value fromGenAI tools, any GenAIplan needs to tie into the 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 GenAI 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 an It is in taking this next step into the GenAI frontier that many organizations will have to contend with 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, •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 next •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% •Business questions remain— Even with these strong usage increases, however, few are yetrealizing the business impact of GenAI. Only 20% of respondents said they knew their organizationswere measuring ROI of GenAI, and many firm respondents remain unsure about its impact on ratesor client costs. For their part, a majority (57%) of clients want their firms to be using GenAI — but •Policies & training still needed— The rise in general GenAI usage also has not translated towidespread guardrails around its use. More than half of respondents (52%) said they believed theirorganizations had no policies around GenAI at work, whether a standalone policy or as part of a Perceptions of GenAI As members of professional services organizations have become more familiar with GenAI, theirhesitance and fear of the technology has begun to fade. Unlike 2024, where more survey respondentsreported feeling hesitant compared to any other emotion, now more professionals report beingexcitedandhopefulover GenAI’s future in their industries. Many already envision a future in which GenAI not With this in mind, it is clear that GenAI is not simply a top-down directive from the heads oforganizations, corporate departments or firms. Even in industries that are often seen as resistance to Indeed, when asked how they view the future of GenAI in the workplace, more than half (55%) ofrespondents said they were excited or hopeful about the technology. That represents a combin