Industry and CX Sectors: A Look at How Companies Utilized AI in 2024

AI Adoption in UK Manufacturing: Are Businesses Falling Behind?

The Impact of AI on Business: Are Companies Falling Behind?

Artificial Intelligence (AI) has been a hot topic this year, with many reports detailing its uptake across various sectors. However, it seems that most companies are still in the experimental phase, using AI primarily for efficiency savings rather than transformative purposes.

A recent report by Make UK and Autodesk highlighted that businesses in the UK are not moving fast enough in their adoption of AI. The survey of 151 companies revealed that while nine out of ten businesses are using AI to optimize energy use, only a third are using it in their manufacturing operations. This lack of understanding and confidence in AI’s applications is hindering its full potential to overhaul UK productivity.

One of the barriers to AI adoption cited in the report is a lack of knowledge on how to apply AI effectively. While two-thirds of British manufacturers claim to use AI, only 16% feel they know how to get the best out of it. This is particularly evident in SMEs, where only 28% are integrating AI into the workplace.

Interestingly, the report also highlighted the underutilization of industrial robots in the UK. Despite being a major economy, the UK ranks 24th globally in robotics use, with only 16% of companies operating robots and almost a third not considering using them at all.

In the realm of customer experience (CX), companies that have put AI at the center of their CX strategy are already seeing benefits. According to Zendesk’s Customer Experience Trends Report, early AI adopters are experiencing higher customer acquisition, retention, and cross-sell revenues. However, not all AI in CX is necessarily helpful, with the report warning about the risks of shadow AI – the unsanctioned use of AI tools in companies.

While some reports paint a positive picture of AI’s impact on business, others, like the Calabrio study, suggest that the hype surrounding AI in contact centers may not yet be translating into reality. Contact center agents, in particular, seem to have a more critical view of AI’s usefulness in their everyday lives.

Ultimately, the success of AI in business may depend on who is surveyed and their role within the organization. Leaders and tech buyers may have a different perspective on AI’s progress compared to frontline employees like contact center agents. As companies continue to navigate the complexities of AI adoption, it will be crucial to engage with employees to understand their needs and ensure that AI systems are delivering value to both customers and the business as a whole.

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