Artificial intelligence (AI) is expected to become widespread in the APAC region by the end of 2023, with more than 88% of companies in the region already using or planning to use AI or machine learning (ML) applications in the next 12 months, according to an IDC report, commissioned jointly by Lenovo and AMD.
“AI applications enable CIOs to analyze large volumes of information and create real-time insights to drive customer engagement and experience, managing the increasing complexity of a rapidly expanding geodispersed infrastructure for higher levels of resiliency and agility. , and securing their IT operations against the backdrop of the increasing incidence of ransomware and malware attacks,” the report says. The report is based on a study of more than 900 CIOs and IT decision makers in Asia Pacific.
The top three business processes in which companies are expected to embed AI/ML include IT operations, cybersecurity, and customer service and support, the study noted.
“Organizations are looking to AI/ML to streamline IT operations as to this day there are organizations that are slow to assign a virtual machine to a customer,” said Amit Luthra, general manager India at Lenovo ISG. With some workloads in the public cloud and some in the hybrid cloud in today’s business environment, it becomes difficult to define operations and determine who presides over what data, Luthra said. “Therefore, AI helps to make an informed decision by providing adequate information.”
AI could play an important role in ensuring the resilience of cybersecurity, the report noted. Organizations of different sizes in verticals use AI to optimize security based on their requirements. “Identifying, predicting, responding to and learning about a potential threat without relying (with minimal or no touchpoints) on a human would be the best AI can do and that happens when you have a complete AI-based security framework. Luthra said. “Cybersecurity is not a product. Depending on how well the framework is understood, various AI tools can be used to build successful cyber resilience.”
AI has played a significant role in delivering superior customer service. Over the years, organizations across all verticals have focused on AI to improve the customer experience. Depending on the industry, AI tools are used to different degrees in different organizations. “For example, in the automotive industry, AI is used to ensure the customer experience by offering features of a well-connected car and an enhanced entertainment system, as car sales are highly dependent on this. Also on another front, automakers are using AI in the shop to ensure minimal part rejection. Similarly, the banking sector uses AI to counter money laundering by reporting the incident in real time, not post facto. Meanwhile, the healthcare industry is using AI to deliver preventative healthcare,” Luthra said.
Companies in verticals like manufacturing, retail, logistics, transportation and energy are increasingly focused on delivering a superior customer experience to drive success in the digital economy and this is where AI can play a role. important, according to the report.
With the advent of advanced AI tools like ChatGPT and Google Bard, companies are considering different use cases to integrate these advanced chatbots into their technology stack. However, Luthra noted that “various AI tools are already being used in various sectors. Now you’ll take it further with the next level of automated search with ChatGPT and Google Bard. We have to see how it evolves.”
However, as the report notes, organizations that intend to truly take advantage of AI applications will need to undergo a cultural transformation. Since CIOs are part of boardroom discussions today, this may not be so difficult anymore. “CIOs want to go back and create that differentiation in the industry they operate. Organizations, where the technology is aligned with the business and uses AI as an enabler, can make that vision possible,” said Luthra.
Copyright © 2023 IDG Communications, Inc.
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