In the next 12 months, 40% of large businesses expect to implement one or more intelligent assistants, according to a survey from Spiceworks. IT could be a main beneficiary of artificial intelligence (AI) and intelligent automation, with IT professionals estimating that almost a fifth of their current daily tasks could be automated by AI and intelligent automation. However, only 20% of IT professionals believe their organisation has the proper skills, talent and resources to implement and support AI technology, according to the Spiceworks survey of 529 people in its network. “Many companies aren’t thinking about the tools and expertise they’ll need to support artificial intelligence.
However, AI is rapidly advancing and becoming a more integral part of our software, devices and lives,” said Peter Tsai, senior technology analyst at Spiceworks. “As a result, companies should start putting policies and procedures in place so they can take full advantage of and manage this technology in the future,” he added. 14% said they are using AI chatbots and assistants for customer service, and 13% said they are using them for IT help desk management. In terms of which departments are supported by AI chatbots and assistants, the results show 53% of organisations use them in their IT department, 23% use them to support their administrative department, and 20% use them to support the customer service department. Only 16% of organisations said they were also using AI chatbots and assistants in their sales and marketing departments. According to the survey, IT professionals believe AI will help automate mundane tasks rather than replace jobs. However, 40% said AI could replace entry-level jobs that do not require human creativity and so feel relatively secure when it comes to their own jobs. Only 17% of IT professionals believe AI will put IT jobs at risk.