AI-Mature Orgs More Likely to Consider AI for Every Possible Use Case: Gartner
More than half (55%) of organizations that have previously used AI will consistently consider AI for new use cases in the future, according to a Gartner survey, with 52% of organizations conveying risk factors as a critical consideration when assessing new AI use cases.
Conducted October through December 2022, the study surveyed 662 respondents from “AI-mature” organizations in the U.S., the U.K., Germany, and France; AI-mature organizations were defined as having deployed more than five AI use cases across various business functions and production units for over three years.
“While AI-mature organizations are more likely to consider AI for every possible use case, they are also more likely to weigh risk as a critical factor when determining whether to move forward,” said Erick Brethenoux, distinguished VP analyst at the research firm.
Within these organizations, roughly 41 AI use cases were deployed, with the average use case remaining in production for 3.5 years.
As the size of the enterprise grew, so did the time in production and the number of use cases, with global enterprises experiencing an average of 51 use cases in production for 4.3 years.
A key differentiator in AI-mature organizations is having legal counsel involved in the ideation state of AI use cases. AI-mature organizations were 3.8 times more likely to involve legal experts at the ideation phase of an AI project’s life cycle.
“Organizations that are more experienced with AI do not want to be told they’ve crossed a line once they are further along in the process of developing an AI use case,” said Brethenoux.
Fifty-two percent of AI-mature organizations analyze a combination of business and technical metrics to evaluate their return on AI investment, with 41% using customer-related business metrics to assess ROI. Customer service is often cited as one of the top three business functions benefiting from AI, with 47% of AI-mature companies citing it compared with 34% of others.
Also, 67% of AI-mature businesses define metrics at the ideation phase of every use case, compared with 44% of less mature.
“Organizations that are using AI technology to attract and retain customers are able to more clearly articulate the impact on the business, driving a virtuous cycle of executive buy-in for new AI projects,” said Brethenoux.
