Nearly all CEOs today agree that they need AI to stay competitive in coming years. The following AI statistics 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