PRINTITRESELLER.UK 39 RESEARCH According to Quocirca, 84 per cent of businesses plan to increase AI investment in the coming year, however knowledge workers’ and IT decision-makers’ differing views may affect workplace adoption The AI divide A considerable gap “This research reveals a considerable gap in understanding and perception of AI between different stakeholders,” said Louella Fernandes, CEO, Quocirca. “Businesses and vendors must work together to bridge this gap if AI is to be adopted in ways that unlock its immense potential.” The study’s findings show the need for better communications between knowledge workers and ITDMs about AI. ITDMs need to be aware of AI’s broader potential beyond the standard goals of cost reduction, efficiency. and increased productivity, while knowledge workers need to be assured that AI will not lead to job losses or other organisational risks. One quarter of respondents stated they are worried about job displacement. This is felt particularly strongly among knowledge workers, with 31 per cent listing this as a major concern compared with just 19 per cent of ITDMs. Key takeaways n Generative AI tops the AI priority list for investment (40 per cent), followed by machine learning (32 per cent) and RPA (31 per cent). n Over the next year, 84 per cent of organisations report that AI investment will either increase significantly (33 per cent) or increase somewhat (51 per cent). Quocirca’s AI Adoption Study 2024 revealed distinct differences in the attitudes to artificial intelligence among IT decision-makers (ITDMs) and knowledge workers, highlighting the need for a more cohesive approach to AI implementation. ITDMs view AI as a strategic tool that can transform their organisations and give them a competitive edge while knowledge workers, on the other hand, show concerns about the potential impact of AI on their jobs and the broader workforce. The study, which surveyed 800 respondents from a variety of industries across the UK, France, Germany and the US revealed that 70 per cent of organisations are using artificial intelligence in their business. However, there are significant differences in how knowledge workers and ITDMs perceive and approach AI adoption. 21 per cent of ITDMs report their AI projects have exceeded expectations, compared to only 8 per cent of knowledge workers. More than one third of knowledge workers believe the top driver for AI adoption is cost reduction, compared to 25 per cent of ITDMs. Knowledge workers are more concerned about the risks of AI, such as job displacement, where 31 per cent say it is a concern compared to just 19 per cent of ITDMs. They also show greater concern about losing control over decision-making, the accuracy of AI, and have more ethical concerns than ITDMs. n Cost reduction (31 per cent), improved customer service (29 per cent), and automation of repetitive tasks (27 per cent) are the top drivers for AI adoption. n IT automation (34 per cent), cybersecurity (30 per cent), quality control, and customer service (both 29 per cent) are the primary use cases for AI. n IT operations staff are the most likely to be using AI (48 per cent) followed by IT developers (46 per cent) and managers (34 per cent). n Security and privacy are the dominant concerns (31 per cent). n Concern about AI-powered decisions being wrong (28 per cent) is the second most common concern. Louella continued: “Knowledge workers are typically more closely involved in day-to-day operations and are therefore more likely to be aware of the potential cost savings achievable from specific task automation than their counterparts in IT. However, overall IT is leading the AI adoption drive, with IT automation and cybersecurity the leading use cases, and operations and development teams most likely to be using AI already. “Organisations should foster a culture of collaboration between ITDMs and knowledge workers so they can harness the power of AI while mitigating the potential negative impact. At the same time, technology vendors need to ensure their messaging and positioning of AI- driven offerings recognises that the market is very much in its infancy and levels of knowledge and experience regarding AI vary considerably between and within organisations,” she concluded. www.quocirca.com Louella Fernandes
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