Forging a modern business, process by process

We asked respondents to select one business process in their organization where technology has had a material impact on augmenting (i.e., improving) process outputs, and then to say which technology tools were used.  

As can be seen in Figure 3, AI has been implemented to some degree by almost three-quarters of study respondents, with 8% reporting widespread implementation, 30% some degree of implementation, and another 32% with pilots underway. The focus on IoT, analytics, blockchain and chatbots reveals the integral role AI will play in the future of process work as a tool to handle ever more detail. For example, IoT will trigger more data-oriented technology investments as intelligent sensors generate growing amounts of data and are used to control physical systems.

This will create a “flywheel” effect, with an explosion of data needing to be organized and sifted for meaning at scale. While 5G is still at an early stage of adoption – only 9% of respondents have a 5G pilot underway – over time the “mesh of machines” created by IoT and 5G will serve as the foundation for new levels of functionality and possibility that require AI to handle the data. Future employees will be able to pull insights from millions of customer interactions in the physical and virtual worlds, and use machine learning and AI to make ongoing and accurate predictions concerning consumer needs and desires.


AI is the mechanism to handle the explosion of process data

Respondents were asked about the progress made in using each technology to augment business processes. (Percent of respondents naming each implementation phase) 

Figure 3


Response base: 4,000 Source: Cognizant Center for the Future of Work