The application of automation and artificial intelligence to mission-critical business processes will more than triple by 2019, reflecting growing confidence in such technologies, new research from Information Services Group (ISG) (NASDAQ: III), a leading global technology research and advisory firm, has found.

1. Use of Automation and AI
to triple by 2019
Overall investment in automation/AI
expected to double in next 2 years
The ISG Automation and AI Survey asked 532 IT and business leaders in April 2017 about their current
and planned adoption of automation and AI solutions, the reasons behind their adoption, their success
to date and how such technologies would impact their talent acquisition and retention strategies – both
internally and through service providers.
isg-one.com
Automation & AI Survey
Mission Critical
say automation/AI will be
CRITICAL TO DELIVERING
PRODUCTS AND SERVICES
75%
say automation/AI will be
CRITICAL TO STRATEGIC
DECISION-MAKING BY 2020
66%
IT
69%say IT will be IMPACTED MOST
59%say autonomics will
DOUBLE IT PRODUCTIVITY BY 2020
Customer Care
61%say virtual agents and chatbots will
IMPROVE CUSTOMER EXPERIENCE BY 2020
Finance & Accounting
51%say RPA will automate
MORE THAN HALF OF PROCESSES BY 2020
ISG asked more than 500 IT and business leaders about
their current and planned use of automation
and artificial intelligence.
16%of enterprises today
APPLY AUTOMATION AND AI TO
MISSION-CRITICAL PROCESSES
51%expect to
do so BY 2019
RPA Autonomics Virtual Customer Service Agents
Virtual Personal Assistants Natural Language Processing
Machine Learning
Digitizing the Business
66%
say it will be
CRITICAL TO FENDING
OFF DIGITAL DISRUPTORS
Outsourcing Disruptor
61%say automation/AI will DECREASE NEED
TO OUTSOURCE IT, BUSINESS PROCESSES
51%say automation/AI will allow them to
BRING OFFSHORE WORK BACK IN-HOUSE
54%expect their service
providers to use automation/AI to
LOWER THEIR COSTS BY AT LEAST 25%