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.
