Fewer than 50% of enterprises have deployed intelligent automation technology

86% of IT executives surveyed believe human work, AI systems, and robotic automation must be well-integrated by 2020 -- but only 12% said their companies do this really well today.

Appian has published the third set of findings from its Future of Work international survey, conducted by IDG and LTM Research. Part three of the series looks specifically at “intelligent automation,” defined as the integration of emerging cognitive and robotic computing technologies into human-driven business processes and customer interactions. These technologies include artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA). The data shows an enormous disconnect between the expected business benefits of intelligent automation and a typical organization’s ability to realize those benefits.


Business Urgency
Less than half (46%) of organizations have deployed intelligent automation. This is despite the fact that a large majority of IT leaders agree that effective intelligent automation holds enormous potential for their businesses:

  • 86% of executives surveyed say intelligent process integration will improve customer experience
  • 68% say it will lead to improved customer satisfaction
  • 92% say it will make the employee experience more rewarding
  • 69% say it will lead to monetization of new revenue

IT leaders in enterprise organizations across North America and Europe feel tremendous urgency to take advantage of intelligent automation. However, the vast majority admit their companies can’t currently do it: 86% of executives interviewed indicated that human work, AI systems, and robotic automation “must be well-integrated by 2020,” yet only 12% of executives said their companies “do this really well today.”

Challenges: Complexity & Lack of Strategy
While there are deployments of individual emerging automation technologies, a lack of strategy and clear alignment to business goals is resulting in siloed deployments and overwhelmed internal application development teams. Less than half of surveyed companies have deployed any form of intelligent automation. Fully half of those companies boast IT staffs in excess of 20,000 employees. Specific pain-points include:

  • 89% of respondents say their organizations struggle to adapt with technology
  • 80% say their organizations “fail to understand how artificial intelligence would change everything”
  • 66% have difficulty integrating existing IT investments and skills with demanding AI and RPA technology
  • The need to change IT culture (44%) and application development practices (31%) were the next highest-ranked responses

VMware is empowering Centrica in its mission to help customers live sustainably, simply, and affordably by providing better visibility into the company’s cloud-native applications running on Amazon Web Services (AWS).
Red Box, the leading platform for voice capture, and EvaluAgent, the all-in-one quality and performance management platform, have joined forces to enable call centre managers to access high quality voice conversations and transform quality assurance (QA) processes through automation.
BT’s Digital unit is partnering with Dynatrace, making it a core component of a new service management stack for BT Group.
This year's VMware State of Observability report notes an increase in organizations recognizing the business benefits modern observability can bring. Learn about that and other key findings.
New AI-ready infrastructure-as-a-service solution enables customers to deploy AI models and applications near critical data sets, addressing data localization and compliance challenges.
Juniper Networks has published the findings of a global research project that shows a big increase in enterprise artificial intelligence (AI) adoption over the last 12 months, which is yielding tangible benefits to organisations. However, a shortage of human talent still exists, and governance policies continue to lack in maturity – both of which are needed to responsibly manage AI’s growth when considering privacy issues, regulation compliance, hacking and AI terrorism.
Cisco has launched AppDynamics Cloud, a cloud-native observability platform for modern applications which are based on increasingly complex, distributed architectures and services. Designed for simplicity, usability, and intuitiveness, it empowers IT teams to deliver the exceptional digital experiences currently demanded by businesses, consumers and end users.
Looks to increase company’s Indian employee base by at least 25 percent this year further establishing India as a key location for LogicMonitor’s continued growth.