GEC NEWS WIREA new survey from ServiceNow finds that machine learning has arrived in the enterprise, making material contributions to everyday work. To realize its full value, technology leaders must find skilled talent to work side-by-side with machines in addition to redesigning their organizations and processes.
For “The Global CIO Point of View,” ServiceNow surveyed 500 CIOs to uncover the competitive benefits of adopting machine learning and hear how those leaders are driving results. The survey finds a growing sense of confidence among senior executives that machine learning will lead to faster and more accurate decisions. Machine learning software possesses the ability to analyze and improve upon its own performance without direct human intervention, allowing them to make increasingly complex decisions over time: More than half (52%) of respondents say they are advancing beyond the automation of routine tasks, such as security alerts, toward the automation of complex decisions, such as how to respond to alerts. 87% said that they would get value from the accuracy of decisions. In fact, 69% say decisions made by machine learning will be more accurate than those made by humans. 57% said that routine decision making takes up a meaningful amount of employee and executive time, so the potential value of automation is high. CIOs expect this decision automation to contribute to their organization’s top line growth (69%).
“We see three kinds of decisions as targets for automation—anything requiring rating, ranking or forecasting,” Chris Bedi, CIO at ServiceNow. “Everyday work such as the assignment of IT tickets and prioritizing sales leads are already delivering results. Machine learning has moved from hype to reality.”
Nearly three-quarters (72%) of CIOs surveyed said they are leading their company’s digitalization efforts, and more than half (52%) agree that machine learning plays a critical role. Nearly half (49%) of the CIOs surveyed say their companies are using machine learning and 40% are planning to adopt the technology.
“Machine learning allows enterprises to digitize in ways that were not possible before,” Bedi said. “To realize the full potential of machine learning technology, CIOs must elevate their role to transformational leaders who influence how our organizations design business processes, leverage data, and hire and train talent.”
