nother trend that surfaced in our summer survey and became more pronounced in our 2021 surveydata is that organizations are focusing on AI/ML use cases that will reduce costs while improving thecustomer experience. When respondents were asked about the different ways they’re applying AI/ML intheir organizations, customer experience and process automation rose to the top as some of the mostcommon use cases respondents selected. We also saw a dramatic (74%) year-on-year increase inorganizations that selected more than five use cases from the list of options in the survey.
There were more use cases from 2020 to 2021. The biggest increase was in improving customer experience. Following closely behind was in generating customer insights, then automating processes.