Artificial intelligence (AI) is now a central part of our daily lives. From a consumer perspective, we think nothing of seeing personalized product recommendations while shopping online or having a new series recommended based on what you’ve previously watched. Adoption of AI in the enterprise has been more measured. While AI can boost operational efficiency and drive personalized service experience when done well, too often the intelligent systems businesses rely on to deliver these outcomes are ineffective and include unreliable data, hidden biases and unexplainable results.
To gain more insight into what’s driving AI adoption in the enterprise, we conducted a survey. Our AI Adoption Survey looked at feedback from 700 C-level executives across the United States about where organizations are with their AI journey and how they plan to use AI within their organizations.
The survey showed that trust is a top priority in AI adoption and increasing business efficiencies and improving customer service are the main factors driving enterprise AI adoption. This signifies an important shift as organizations are looking to AI solutions to impact business outcomes across all lines of business.
Key findings from the survey include:
- Increasing business process efficiency was identified by 40% of respondents as the top benefit to gain from deploying AI; while 36% of respondents identified improving customer service as the top benefit.
- 31% percent of respondents are looking to eliminate having too much data with not enough insight through AI adoption; while 27% of respondents are looking to automate manual business processes and 23% are looking to eliminate poor linkage between insights discovery and business action.
- The most important AI capability to respondents is:
- Explainable and trusted (34%);
- Easily scalable (25%); and
- Delivers specific or personalized insights (24%).
- Majority of respondents (92%) plan to adopt AI to solve business problems within the next 18 months; with many respondents (84%) already using AI or machine learning in some capacity.
- 90% of respondents have the necessary access to data to successfully utilize AI, critical since data is the core of an AI project.
- ¼ of respondents (25%) identified providing transparency into AI or machine learning use as the biggest challenges; 23% identified managing multiple technologies as the challenge.
Download the PDF for more survey insights.
To trust an AI system, we must have confidence in its decisions. To effectively impact the way we serve customers and patients and make better business decisions, having that trust is paramount. We need to know that a decision is reliable and fair, that it can be transparent, and that it cannot be tampered with. This includes ensuring the data and models being used are representative of the real world and models are free of inherent biases that can skew decision making and reasoning, leading to decisioning errors and unintended consequences.
As we always emphasize at CognitiveScale, AI is here to stay. It is being rapidly adopted in virtually every domain and is now seen as a source of competitive advantage by executives. Globally, we have moved on from the decade of learning what exactly AI is and can do and are now moving forward to implementation and more purposeful strategy.
Download the full survey results for a complete picture of the data.