In the wake of OpenAI’s 2022 ChatGPT launch, which sparked widespread excitement for artificial intelligence (AI), Dell Technologies’ employees proposed 800 potential uses for AI within the company.
This outpouring of ideas reflected the enthusiasm of both leadership and the workforce, especially with CEO Michael Dell’s strong belief in AI’s potential. However, with so many proposals on the table, the company needed to narrow the focus.
Dell ultimately whittled the list down to 132 ideas before selecting just eight key projects to prioritize.
AI Projects: The Role of John Roese
John Roese, Dell’s Chief Technology and Chief AI Officer, is the key decision-maker driving the company’s AI initiatives.
Roese emphasizes that AI development can't be left to consensus, as each business unit has its own priorities.
With limited resources, Dell must focus on projects that provide the highest return on investment (ROI). Four areas have been allocated the most resources for AI development: services, supply chain, engineering, and sales.
Successful AI Deployments at Dell
One example is the "Next Best Action" tool, an AI assistant designed to help Dell's technical support team find relevant information quickly, reducing the time needed to close cases by 10%.
Another key project is the development of AI coding assistants, which enhance the productivity of Dell's 20,000 engineers.
Additionally, a new generative AI-powered search tool helps sales teams prepare more efficiently for customer pitches, allowing them to focus on customer interactions rather than research.
Roese’s Leadership and Vision for Dell
Roese, who joined Dell in 2016 following the merger with EMC Corporation, is focused on keeping the company at the forefront of emerging technologies like AI, quantum computing, and blockchain.
He has also played a pivotal role in expanding Dell’s total addressable market from $600 billion to $2 trillion by pursuing new opportunities in telecommunications, cloud services, data management, and AI.
AI's Growth & Outlook
Dell’s AI strategy has already seen financial success. The company shipped $2.9 billion worth of AI servers in its latest quarter and has a $4.5 billion backlog of orders.
Dell’s AI strategy can be broken down into four key components:
- In: AI embedded in Dell products, such as PCs.
- On: AI used in storage, services, and networking platforms that run AI workloads.
- For: AI applied internally to improve Dell’s workforce operations.
- With: Dell’s AI ecosystem, including partnerships with AI vendors.
Roese highlights that AI investments are always evaluated based on their potential to drive revenue growth, reduce costs, expand margins, or mitigate business risks.
Michael Dell and Chief Operating Officer Jeff Clarke have been strong advocates for these AI initiatives, as long as they deliver measurable business value.
With a clear focus on ROI and a strategic approach to AI integration, Dell is positioning itself as a leader in the rapidly evolving AI landscape.
