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In today’s hyper-connected world, businesses and organizations must grapple with growing demand for IT services and solutions all while striving to reduce costs and remain competitive. To help companies achieve these goals, many are turning to Artificial Intelligence (AI) and Automation technologies to facilitate digitization and the automation of workflows.
A recent survey conducted by Salesforce has revealed that, while many IT departments are already leveraging AI and Automation, the majority of those surveyed plan to increase their use in the coming years.
Over 1,000 IT professionals from North America and Europe participated in the survey. The survey revealed that 82% of organizations believe that AI and Automation will become mission-critical business tools over the next three years, while 87% of IT leaders plan to use AI to reduce operational costs and boost efficiency.
When asked to describe the objectives they are seeking to achieve with AI, respondents outlined a variety of goals, from transforming customer service (58%) to enhancing security (49%). Respondents also indicated that automation will be used to speed up IT tasks such as incident response times (56%), automate deployment (54%), improve resource utilization (51%), and optimize infrastructure (48%).
Survey respondents indicated that the majority of their current investments in AI are focused on “smart” tasks such as analytics, automation, and prediction-based services. Additionally, many also plan to incorporate chatbots to simplify the customer experience (44%) and leverage AI cloud services (41%) in the coming months and years.
According to the survey results, the combination of AI and Automation was seen as vitally important to maintaining IT service levels and operational costs. The ability to reduce costs and manual effort, while still ensuring IT departments can meet customer expectations, is an ideal goal for many of these organizations.
As more businesses focus on digitization and strive to stay competitive, these findings suggest that AI and Automation technologies will likely become the essential tools of IT departments in the years to come.
