UK businesses turn to AI amidst ongoing permacrisis – report
LONDON, UNITED KINGDOM — United Kingdom businesses are increasingly turning to artificial intelligence (AI) and automation to future-proof operations amidst a permacrisis – an extended period of instability and insecurity, reveals a new report by 8×8.
The cloud communications provider surveyed over 550 information technology (IT) decision makers in the UK about how the permacrisis has impacted their organizations.
The report highlights how most IT leaders across industries in the UK are planning long-term, leveraging AI and automation to manage risk and uncertainty.
91% reported feeling the effects of permacrisis, with two-thirds stating it was accelerating their digital transformation.
Over 90% of respondents said their company is implementing technology changes like AI, automation, and communications platforms to reduce crisis fatigue and prepare for the future. These technologies help streamline workloads, minimize manual tasks, and boost customer and employee satisfaction.
“As companies now have more data, and demand for real-time insights, the use of AI will go beyond customer engagement, and be deployed to run more efficient businesses and provide better services and offerings,” said 8×8’s Chris Angus.
Looking ahead, most companies intend to utilize communication systems to handle instability and uncertainty. Planned use cases include automating processes (51%), managing employee performance (47%), and forecasting customer and employee trends (44%).
When examining the most valuable call handling tools during a crisis, 40% named virtual agents/chatbots. On the other hand, auto attendants (19%) and voicemail (22%) were seen as the least valuable crisis call handling solutions.
