78% of UK IT Decision Makers are Deploying AI and Automation to Future Proof Their Businesses Amidst Ongoing Uncertainty, Reveals New 8x8 Research
The new report from 8x8, Permacrisis:
Impact of the UK’s Permacrisis
A staggering 91% of respondents are feeling the effects of the permacrisis to some degree, with two-thirds stating that macro issues are accelerating their organisation’s digital transformation plans.
Unsurprisingly, multiple and consistent challenges have led to a feeling of crisis fatigue among employees, with fewer than 9% of respondents citing that their colleagues do not appear to be fatigued by ongoing events.
Across the different
Adapting to Change
With the change and uncertainty of the last decade, organisations are having to be agile to ensure business continuity. More than 94% of IT decision makers reported that their organisation is implementing technology changes to reduce crisis fatigue and be future-ready, with customer engagement and communication systems allowing them to manage ongoing instability and uncertainty.
Two areas being seen as key in helping through this period are AI and automation. Both of these technologies are being seen as able to help streamline workloads, reduce routine manual work, and increase both customer and employee satisfaction, while 76% of respondents agree that their organisation is using the technology to better serve customers.
“The
"AI is already disrupting certain vertical markets and appears to have reached an accelerated development phase in several areas, including language understanding,” said
The Importance of Being Future Ready
Organisations can enhance business resilience by preparing and ensuring the right tools are used to ease communication and reduce friction in the event of a crisis, without adding to the burden on IT and digital teams. Moving forward, nearly all organisations are planning to use communication systems to manage instability and uncertainty, with planned use cases including: automating processes (51%), managing staff performance (47%), and predicting customer and employee trends (44%).
When considering the most valuable call handling tool for a crisis situation, 40% cited virtual agents/chatbots. Meanwhile, auto attendant (19%) and voicemail (22%) are considered to be the least valuable call handling tools in a crisis.
View the Permacrisis:
The survey for the report was carried out in
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