AI时代，遇到更好的宝洁

Core Insights - The article highlights Procter & Gamble's (P&G) innovative use of AI technology to enhance consumer products and services, particularly in the Chinese market [10][12][60] - P&G's new Pantene product features a unique peptide formula that utilizes AI for development, showcasing the company's commitment to integrating advanced technology into its product offerings [5][6][26] AI Integration in Business Operations - P&G China has over 5,000 employees using generative AI, with an average AI penetration rate of 84% across departments, significantly higher than other large non-internet companies in China [12][13] - The company has invested heavily in AI since 2015, focusing on improving consumer service and product development [14][15] - P&G has established a comprehensive AI infrastructure, including a unified data lake and a no-code platform for building intelligent agents [16][17] Consumer Insights and Product Development - P&G's product innovations are driven by deep consumer insights, utilizing digital tools for behavioral research [21][23] - The company has reduced the product development cycle from over three years to as little as one year by leveraging AI for ingredient selection and testing [26][28] - AI is also used to optimize product performance testing, significantly speeding up the process of bringing products to market [30][32] Customer Service Enhancement - P&G has integrated AI into its customer service operations, training staff with an AI system called "GenCoach" to improve service quality and efficiency [36][37] - The AI system has reduced the time for new customer service representatives to reach proficiency from six weeks to just one or two weeks, while also improving customer satisfaction [36][38] Supply Chain Optimization - P&G has implemented an AI agent named "Ask Order" to streamline order processing, reducing manual workload by 80% [39][40] - AI is also utilized in logistics to optimize transportation routes and vehicle allocation, enhancing delivery efficiency for millions of packages daily [42][44] Ethical Considerations and Future Directions - P&G emphasizes the importance of maintaining a human touch in customer interactions, ensuring that AI complements rather than replaces human engagement [45][48] - The company adheres to a "Responsible AI" framework, ensuring ethical use of AI technologies across all operations [55][56] - Future plans include further enhancing data intelligence, marketing innovation, and product testing through AI, with a focus on improving consumer experiences [60][61]