AI adoption

McKinsey publish an annual AI survey looking at adoption and impact1. The 2021 reports makes for interesting reading, particularly the pace of adoption:

Findings from the 2021 survey indicate that AI adoption is continuing its steady rise: 56 percent of all respondents report AI adoption in at least one function, up from 50 percent in 2020.

Global survey: The state of AI in 2021 | McKinsey

The top three use cases are for operations, product enhancements and contact centre automation.

Due to the infancy of AI, it has been hard measure tangible benefits of the investments made. But finally, hard proof of the benefits is emerging and its no surprise operations is at the top of the list. Operations KPI are easier to measure and more likely to exist before AI was introduced, making improvements more transparent.

# References

  1. The state of AI in 2021 McKinsey ↩

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