Why humans, AI systems, and robots need to get along at work–and why it’s so hard to do.
Appian’s Future of Work survey posed wide-ranging questions to global IT leaders about the state of enterprise IT and its alignment with business in driving transformation. 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 surveys were conducted by IDG and LTM Research. Respondents comprised of 500 senior level IT executives, Director and above, at global companies with over 1000 employees across North America and Europe, complemented by an additional 100 North American IT executive responses. More than half the respondents were C-level (CIO, CTO, CSO).
Key Takeaways in Part Three:
The results are consistent and clear. IT leaders all agree that effective intelligent automation holds enormous potential for the business:
- 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
And yet, less than half of all organizations (46%) have any form of intelligent automation currently deployed.
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