| | December 20208CIOReviewIN MY OPINIONBy Ethan Cohen, Sr. Director Analyst in CIO Research, Gartner, Inc.[NYSE: IT]The percentage of enterprises employing artificial intelligence (AI) grew 270 percent over the past four years, signaling a slow but sure halt to hesitation surrounding the early value of AI. In the 2019 Gartner CIO Survey, a quarter of respondents believe that AI and machine learning are game-changing technologies that are expected to be met with increased funding and continuing investment.By 2022, Gartner predicts 25 percent of utilities globally will use artificial intelligence (AI)-augmented digital customer service agents to interact with customers' virtual personal assistants (VPA) and home Internet of Things (IoT). This is just a first step in an AI-driven utility transformation wherein personal agents and multi-agent systems representing organizational, human and artificial actors will be applied to personal productivity and enterprise augmented intelligence capability. As AI continues to drive transformation in the utility industry in unprecedented ways, how can utility CIOs adequately prepare? The answer is to connect AI with business value at scale across the full range of business activities. Areas such as data processing, decision support, process automation, and IoT perception in addition to VPA conversational interaction are business activities of high potential value.In Gartner's work with CIOs who are leading utility digital transformation, we identify the three key success factors.UTILITY CIOs MUST PLAN FOR THE IMPACTS OF ARTIFICIAL INTELLIGENCE
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