• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

News » UK businesses turn to AI amidst ongoing permacrisis – report 

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.

Start your
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image