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AI by the numbers

Artificial intelligence is moving to the center of corporate strategy

By Jeffrey Davis

Nearly all CEOs today agree that they need AI to stay competitive in coming years. The following stats show that companies are adopting AI and automation technologies across every business function and industry. AI is already impacting business performance, job roles, and the outlook of executives and employees.

Strategy and adoption

How companies are identifying, funding and executing AI strategies

86% of IT leaders say they will need AI and automation to stay competitive by 2022

39% of companies have a strategy to integrate AI into business processes

Only 17% of executives at major companies say they’re familiar with cognitive and AI technology

Companies will spend more than $19 billion  globally in AI in 2018

By 2021, global spending on cognitive and AI technology will exceed $52 billion

58% of companies have yet to discuss the potential impact of AI with employees

84% of executives expect AI to give companies a competitive advantage

1 in 5 workers will collaborate with an AI “co‑worker” by 2022



Customer Service

AI chatbots are augmenting the work of customer service agents

$8 billion: Estimated annual cost savings of AI chatbots in customer service by 2022

91% of global brand‑name companies with high levels of customer satisfaction use AI to supplement human customer support (gated)

By 2020, 85% of customer service interactions will be with chatbots

31.7% of global companies with more than $20 billion in annual revenue now use AI for customer service

40% of Americans prefer a human agent to a customer‑service chatbot

55% of Americans are concerned about how customer service chatbots will manage their data

79% of U.S. consumers say it should be illegal for chatbots to pose as human customer service agents (gated)

Business impact

AI strategies are impacting productivity, business processes, cost structures, and employee experiences

65% of employees currently use automation technology routinely

1 in 3 companies have introduced AI into their customer service programs

20% of companies had started to integrate AI into business processes as of 2017

5% of companies had fully integrated AI into business processes as of 2017

High performing companies automate processes at almost twice the rate of low performing ones

Only 27% of workers would speak with a voice‑enabled AI assistant at work

Perceptions and attitudes

How executives and employees view AI adoption in the workplace

Executives

79% of executives believe automation can lead to job creation

94% of executives believe automation will lead to increased productivity

86% of executives believe more automation will be needed by 2020 just to get work done

Employees

60% of employees believe automation will lead to job losses

88% of Gen Z employees believe AI can improve their jobs

61% of employees wish employers were more transparent about AI plans

33% of employees believe AI could replace them in their jobs

80% of employees believe AI can help them be more productive

72% of employees believe AI can help them do more valuable work

69% of employees believe AI could reduce wasted time

66% of employees believe AI could eliminate human error

60% of workers could see 30% of their current tasks automated within 10 years

Jobs

AI’s growing impact on the labor force, jobs, and hiring

22,000: Number of developers capable of building AI systems in 2018

10,000: Number of open jobs for skilled AI developers at top companies

50% of tasks performed by humans can be automated with current AI tech

375 million workers globally will need to change jobs by 2030 due to automation

There are 3 million more open STEM‑related jobs than  people qualified to fill them



Human Resources

Process automation and AI tools are gaining influence within HR practices

22% of high‑performing organizations have implemented some form of process automation or AI in their HR practices

Just 6% of low‑performing organizations have implemented some form of process automation or AI in their HR practices

14% of CHROs use a platform that automates HR processes today

48% of CHROs plan to use a platform that automates HR processes within 3 years

Jeffrey Davis, a founding editor of Business 2.0 magazine and former executive editor at CBS Interactive, writes frequently about technology and business.

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