4 Observations From Recent Surveys About The State-Of-Artificial Intelligence (AI)
What is the state-of-AI at the end of February 2019?
We are getting used to AI but are not sure if it’s good for us
- 53% of consumers say AI is making their lives better, up from 34% in 2017 (Genpact).
- 78% of media executives, senior editors and digital leaders believe investing in artificial intelligence will help secure the future of journalism (Reuters).
- 54% of consumers would be willing to let AI access personal data if it improves their customer experience, up from 30% in 2017 (Genpact).
- 68% of U.S. adults think it is unacceptable for companies to collect large quantities of data about individuals for the purposes of offering them deals or other financial incentives (Pew).
- 68% of Millennials and younger (18-37), 55% of Generation X (38-53), and 42% of Baby Boomers and older (54+) are very/fairly comfortable letting AI access personal data to improve their customer experience (Genpact).
- 56% of U.S. adults think it is unacceptable to use automated criminal risk scores when evaluating people who are up for parole (Pew).
- 78% of consumers believe it’s important for companies to fight AI bias, and 67% are concerned about AI discriminating against them, but only 34% of all companies say they have established a comprehensive governance and internal control framework to manage AI bias (Genpact).
- 58% of US adults think computer programs will always reflect the biases of their designers, but 40% believe it is possible for computer programs to make decisions that are free from human bias (Pew).
Companies and consumers don’t see AI the same way
- 86% of business executives believe (45% strongly believe) customers will prefer to be served by a bot than a call center agent by 2021, up from 38% in 2017 (Genpact).
- Only 15% of consumers said they would prefer to be served by a chatbot in the next three years, up only slightly from 12% in 2017 (Genpact).
Business adoption of AI proceeds apace, discovering benefits and encountering challenges and resistance
- 37% of enterprises have implemented AI in some form, up from 10% four years ago and 25% in 2018 (Gartner)
- 59% of employees believe they would be more comfortable with AI if they understood it better, while only 11% disagree (Genpact).
- 7% of business executives say the top challenge to using AI is they don’t understand it, 20.5% say they don’t trust it, and 19.4% say the technology is too expensive (InsideSales).
- Top 5 business benefits of AI: Improved our ability to leverage our data and analytics (37%), improved processes and greater efficiency at our company (35%), improved our ability to collaborate across departments and functions (35%), improved our ability to make predictions or forecasts (34%), improved customer experience and service (34%) (Genpact).
- 90% of business executives expect AI to improve sales performance but only 30.6% of companies are currently using some form of AI to support sales (InsideSales).
- 58% of business executives say there is no individual or group resisting the adoption of AI, up from 21% in 2017 (Genpact).
- Only 15% of business executives say resistance to AI adoption comes from the top (board of directors or upper management), down from 51% in 2017. But 19% report opposition from entry-level workers, up from only 5% in 2017—and 41% of executives in companies with the most advanced AI adoption report resistance from this group of employees (Genpact).
Employees are warming up to AI but some still see it as a threat to their jobs
- 36% of employees believe AI offers new career opportunities and 28% believe it threatens their job (Genpact).
- 59% of companies in the US plan to automate more work in the next 12 months and 20% of employees are concerned that AI and automation will replace their job (Mercer).
- The “Algorithms, Automation and AI” job family grew 66% in 2018, adding in the US over 127,000 openings, from 194,000 in Q4 2017 to 321,000 in Q4 2018 (Cognizant).
- 80% of employees say they are willing to learn new AI-related skills (Genpact).
- Only 9% of business executives believe AI will replace sales reps in the next five years, but 58.5% think inside sales roles will be significantly impacted, closely followed by 58.4% who think sales operations will be the most impacted (InsideSales).
- 86% of business executives believe (26% strongly believe) employees will be comfortable working with AI by the end of 2021 (Genpact).
- 62% of employees say they expect to be at least fairly comfortable (only 17% would be very comfortable) working alongside AI by the end of 2021, up from 40% in 2017 (Genpact).
- While 53% of senior executives say their companies provide reskilling opportunities (up from 38% in 2017), only 35% of employees say their companies offer AI-related training and less than 25% have participated in such training (only 27% even among young employees) (Genpact).
AI needs data and companies don’t handle data very well
- 49% of business executives worldwide believe their organization will struggle to prove it’s trustworthy within the next five years; 32% don’t trust their own organization to comply with regulations (such as the EU General Data Protection Regulation); one in three don’t trust their own organization to protect employee or customer data (Dell).
- Cybersecurity threats to businesses worldwide increased by 79% in 2018 (Malwarebytes).
- 60% of organizations worldwide say they have been breached at some point in their history, with 30% experiencing a breach within the past year alone. 86% of organizations feel vulnerable to data threats but less than 30% are using encryption (Thales).
And two quotable quotes from the just-completed The Wall Street Journal CIO Network event
“It’s hard to get [your] mind around how transformational AI will be,” Brendan Carr, Commissioner, Federal Communications Commission.
“AI may be the first technology I have seen, including the internet, that exceeds expectations…and faster,” John Chambers, CEO, JC2 Ventures, and chairman emeritus, Cisco.
Genpact AI 360: insights from the next frontier of business
Reuters Journalism, Media and Technology Trends and Predictions report for 2019
Gartner 2019 CIO Survey
Pew Research Center 7 things we’ve learned about computer algorithms
Dell Digital Transformation Index
InsideSales State of Artificial Intelligence for Sales and Marketing
Mercer 2019 Global Talent Trends
Malwarebytes 2019 State of Malware
Thales 2019 Thales Data Threat Report–Global Edition
Cognizant Jobs of the Future (CJoF) Index