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Wrong IT culture stymies intelligent automation

Despite high awareness of the benefits of intelligent automation, more than half (54%) of organisations in North America and Europe have yet to deploy artificial intelligence (AI), machine learning (ML) and robotic process automation (RPA) to improve human-driven business processes and customer interactions.

In Appian’s Future of Work survey, just 12% of respondents said their organisation currently integrates human work, AI systems and robotic automation ‘really well’, with most suffering from a lack of strategy or the wrong IT culture.

Overall, the surveyed found that:

86% of executives believe intelligent process integration improves the customer experience;

68% say it leads to improved customer satisfaction;

92% say it makes the employee experience more rewarding; and

69% expect it to generate additional revenue.

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