IBM Global

AI Adoption
Index 2022
New research commissioned by IBM
in partnership with Morning Consult
Introduction For the third year in a row, the IBM Global AI Adoption Index
provides insights into overall AI adoption around the globe, the
Around the world, the adoption of artificial intelligence (AI) and barriers and challenges that are hindering AI from reaching its
its impact on businesses and society stands at a turning point. potential, and the use cases, industries and countries where AI
The global AI adoption rate grew steadily and now is 35%, a is most likely to thrive. It offers a playbook for 42% of companies
four-point increase from the year before. And in some industries that report exploring the use of AI today, and a window into the
and countries, the use of AI is practically ubiquitous. AI is rapidly AI trends and challenges that are likely to come.
providing new benefits and efficiencies to organizations around
the world through new automation capabilities, greater ease of The data, commissioned by IBM, sheds new light on the
use and accessibility, and a wider variety of well-established use deployment of AI across 7,502 businesses around the world:
cases. AI is both being applied through off-the-shelf solutions 500 in each country, United States, China, India, UAE, South
like virtual assistants and embedded in existing business Korea, Australia, Singapore, Canada, UK, Italy, Spain, France
operations like IT processes. Bolstering evidence about the and Germany; and 1,000 in Latin America—Brazil, Mexico,
importance of accessibility, 44% of organizations are working Colombia, Argentina, Chile and Peru. The polling was conducted
to embed AI into current applications and processes. online through Morning Consult’s proprietary network of online
providers from 30 March through 12 April 2022. See full details
That’s the fundamental takeaway from the latest IBM Global AI on the methodology at the end of the summary.
Adoption Index. While progress has been made, there’s still work
to be done by enterprises to ensure that consumers welcome
the benefits of AI by instilling trust and guaranteeing AI is
acting responsibly. For example, a majority of organizations that
have adopted AI haven’t taken key steps to ensure their AI is
trustworthy and responsible, such as reducing unintended bias.

At the same time, companies are also applying AI to more

far-reaching challenges with greater social and environmental
impact, for example by addressing skills or labor shortages or
helping to advance environmental, social and governance
(ESG)-related initiatives and reducing their environmental
impact. Two-thirds of companies are already or are planning
to apply AI to their sustainability-related goals.

2 IBM Global AI Adoption Index 2022 | May 2022

Top takeaways Key findings
Automation and skills Global AI adoption is growing steadily.
AI is helping address the talent and skill
shortages by automating repetitive tasks. – AI adoption and strategy: Today, 35% of companies reported
using AI in their business, and an additional 42% reported
they are exploring AI. AI adoption is growing steadily, up four
Building trust points from 2021.
Trust is a priority, but many organizations
haven’t taken steps to ensure AI is trustworthy. – Augmenting the workforce: AI is helping companies address
labor and skills shortage by automating repetitive tasks. 30%
of global IT professionals say employees at their organization
Making business sustainable
are already saving time with new AI and automation software
Companies around the world are
and tools.
ready to invest in AI to address
their sustainability goals.
– Sustainability: Two-thirds (66%) of companies are either
currently executing or planning to apply AI to address their
sustainability goals.

– Use cases: Around half of organizations are seeing benefits

from using AI to automate IT, business or network processes,
including cost savings and efficiencies (54%), improvements in
IT or network performance (53%), and better experiences for
customers (48%).

At the same time, important challenges remain:

– Barriers to AI adoption: The top five things that are hindering

successful AI adoption for businesses are limited AI skills,
expertise or knowledge (34%), the price is too high (29%),
lack of tools or platforms to develop models (25%), projects
are too complex or difficult to integrate and scale (24%), and
too much data complexity (24%).

– Trustworthy AI: A majority organizations haven’t taken key

steps to ensure their AI is trustworthy and responsible, such
as reducing bias (74%), tracking performance variations and
model drift (68%), and making sure they can explain
AI-powered decisions (61%).

3 IBM Global AI Adoption Index 2022 | May 2022

 30%
27%
41% 46%
80%
48% 40%
44% 46% 45%
44% 44% 43%
47% 42%
43%

60%
57%
58%

42%
40% 39% 38%
34%
31% 34%
31%
29%
28%
24% 22% 26%
25%
20%

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Deployed AI Exploring AI

AI adoption rates around the world

13% AI adoption and strategy

AI adoption continued at a stable pace in 2022, with more
Compared with 2021, organizations are than a third of companies (35%) reporting the use of AI in their
more likely to have adopted AI in 2022. business, a four-point increase from 2021. A major driver of
adoption was accessibility that made AI easier to implement
across the organization, though companies are also looking to
AI to help them increase automation of tasks and reduce costs.
The gap in AI adoption between larger and smaller companies
also grew significantly. Larger companies are now 100% more
likely than smaller companies to have deployed AI in their
organization, compared with only 69% in 2021.

4 IBM Global AI Adoption Index 2022 | May 2022

AI adoption differs across companies, geographies and Survey data shows which geographies and sectors are
industries. While larger companies are twice as likely to have accelerating their rollout of AI the most:
actively deployed AI as a part of their business operations, smaller
companies are more likely to be exploring or not pursuing AI China 84%
at all. Chinese and Indian companies are leading the way, with
nearly 60% of IT professionals in those countries saying their 67% Automotive industry
organization already actively uses AI, a dramatically higher rate
of adoption than in markets like South Korea (22%), Australia Latin America 66%
(24%) US (25%) and the UK (26%). Industry disparities are
also significant, with companies in the automotive and financial India 62%
services industries far more likely to be deploying or accelerating
their rollout of AI than their peers. 60% Larger companies

AI adoption continues to quicken, with more than half (53%) Italy 57%
of IT professionals saying they have accelerated their rollout of
AI over the last 24 months. This rate is significantly higher than Singapore 57%
in 2021, when only 43% of companies said their organizations
were accelerating their AI rollout as part of their response to Spain 56%
COVID-19.
United Arab Emirates 55%

54% Financial services

Global average 53%

5 IBM Global AI Adoption Index 2022 | May 2022

1 in 4 A major explanation for why AI adoption up to this point has been
gradual is the need to implement a strategy that can successfully
operationalize and apply AI to business goals. Today, many
companies are adopting AI because organizations that haven’t yet embraced AI are working to
of labor or skills shortages. develop the right strategies to help them do so, particularly
smaller companies who have been much slower to adopt AI.
Larger companies are 60% more likely than smaller companies
to have a holistic strategy for how they will use AI across their

1 in 5 organization. Many smaller companies (41%) are now developing

AI strategies.

companies are adopting AI because 37% Are developing an AI strategy

of environmental pressures.
28% Have a holistic strategy in place

25% Have a strategy that’s focused only

on limited or specific use cases

Across countries, most IT professionals at organizations exploring

or deploying AI report that their company is developing or already
has AI strategies in place. However, professionals in India and
China are most likely to say their companies’ AI strategies are
holistic across the organization.

What are the top ten factors driving AI adoption?

43% Advancements in AI that make it

more accessible

42% Need to reduce costs and automate

key processes

37% Increasing amount of AI embedded

into standard off-the-shelf business
applications

31% Competitive pressure

31% Demands due to the COVID-19 pandemic

25% Pressure from consumers

23% Directives from leadership

22% Company culture

22% Labor or skills shortages

20% Environmental pressures

6 IBM Global AI Adoption Index 2022 | May 2022

The need to reduce costs and automate key processes drives What cloud environments are companies currently using?
AI adoption in most markets globally.
43% Private cloud
AI technology continues to advance year-over-year as AI tools
become more specifically tailored to business, easier to use, 32% Hybrid cloud or multicloud
and as AI skills generally continue to become more prevalent.
Compared to AI projects two to three years ago, the most 13% Public cloud
important changes companies cite are that AI solutions are better
designed to fit the needs of businesses (45%), they are more 8% On premises
accessible and easier to deploy (41%), and data and AI skills
are more prevalent (38%).

How are companies planning to invest in AI over the next Larger companies are 70% more likely to be using a hybrid
12 months? cloud or multicloud environment than smaller companies, and
companies that have deployed AI are 59% more likely to be
44% Research and development using a hybrid cloud or multicloud environment than those that
have not.
42% Embedding AI into current applications
and processes Globally there’s greater inconsistency and variance in data
and cloud environments than in most of the other metrics in
39% Reskilling and workforce development the survey. A slight plurality of global IT professionals uses a
private cloud, but IT professionals in China, Germany, India and
32% Building proprietary solutions Singapore report their company is using a mix, such as a hybrid
cloud or multicloud environment. South Korean companies are
28% Off-the-shelf AI solutions more than twice as likely to use public cloud compared with
anywhere else in the world (41% compared with ~10%–20%
26% Off-the-shelf tools to build their own in other countries. There are large differences sometimes
applications and models between neighboring countries, for example 41% of German
companies use a mix of cloud services compared with only
23% of Italian companies.

Larger companies are more likely to embed AI into current When it comes to bridging AI and the cloud ecosystem, more
applications and processes while smaller companies are most than ever businesses want to build and run their AI wherever
likely to invest in research and development over the next their data resides. Global IT professionals in 2022 are 8% more
12 months. likely to think it’s important to their company that they can build
and run their AI projects wherever the data resides than in 2021.
Many companies that are interested in AI have also realized
that they didn’t have the right cloud and data infrastucture to do
so, and is one possible explanation why the gap in AI adoption
between larger and smaller companies has grown. For example,
companies exploring AI are more likely to report their company
is using a private cloud environment, while companies currently
deploying AI are more likely to report their company is using a
mix of data and cloud environments that allow them to access
their data and run their models wherever they need to.

7 IBM Global AI Adoption Index 2022 | May 2022

Data management is hindering AI adoption. IT professionals across most countries report that ensuring data
security is the most difficult part of their organization’s data
management strategy.

Almost 1 in 5 Companies that haven’t deployed AI are three times as likely to

say that they have little to no confidence their company has the
cite difficulties ensuring data security proper tools, further evidence that effective data management
and AI deployment go hand in hand. One in five companies say
cite difficulties ensuring data governance they don’t have the right tools in place to locate and use data
across their business.
cite difficulties managing disparate data
sources and formats While many companies are still facing key data management
issues, a majority of organizations are increasingly confident
cite difficulties integrating data across in their data management capabilities, with more than four in
any cloud five IT professionals (84%) saying they are very or somewhat
confident that their company has the right tools in place to
locate and use data across their business.

61% Companies are currently using a data

fabric architecture or is considering using
a data fabric architecture.

+60% Larger companies are more likely to be

using a data fabric architecture than
smaller companies.

+283% Companies that have deployed AI are

more likely to be using a data fabric
compared to those that have not.

IT professionals in India (45%) and China (51%) are most likely

to say that their organization is currently using some type of data
fabric, an architectural approach to simplifying data access in
an organization to make data accessible to those who need it,
while IT professionals across most other countries report their
company is considering using a data fabric architecture.

In addition to a more sophisticated cloud architecture, our

survey also shows evidence that AI requires more complex
data architecture. For example, companies that are using AI are
significantly more likely to be using a data fabric architecture
that allows them to access and surface accurate data wherever
they need to. Indeed, to run their models and protect their data,
companies that have deployed AI are 65% more likely to be
using a mix of architectures, including databases, data lakes,
data warehouses and data lakehouses, compared to those
that have not.

8 IBM Global AI Adoption Index 2022 | May 2022

How many different data sources are companies drawing Who needs access to company data to make better decisions?
from to inform their AI, business intelligence (BI) and
analytics systems? Less than 10% 10%

19% Less than 20 10%–24% 24%

21% 20–50 25%–49% 28%

18% 51–100 50%–74% 22%

13% 101–500 75%–99% 7%

8% 501–1,000 100% 6%

5% More than 1,000

17% Don’t know or not sure Organizations currently deploying AI are more likely than
organizations only exploring AI to require a higher percentage of
their employees have access to company data. IT professionals
in China, India and Singapore are more likely to report that a
IT professionals at smaller companies are three times as likely quarter or more of the workforce at their organization requires
as those at large organizations to report having fewer than access to company data to make decisions.
20 different data sources informing their AI, BI and analytics
systems. Across all countries, a majority of IT professionals
report their company is drawing from over 20 different data
sources to inform their AI, BI and analytics systems; companies in
China and India are drawing from the widest array of sources.

9 IBM Global AI Adoption Index 2022 | May 2022

Skills Barriers to AI adoption remain persistent. The top five things
that are hindering successful AI adoptions for businesses are:
More than costs, lack of tools or project or data complexity,
lack of skills remains the biggest barrier to AI adoption within 34% Limited AI skills, expertise or knowledge
organizations. IT professionals remain by far the most likely user
group for AI within an organization, as companies look to AI 29% Price is too high
operations to modernize and automate their IT infrastructure.
At the same time, AI is also helping organizations address skills 25% Lack of tools or platforms
gaps, for example, by automating tasks for skilled workers so to develop models
they can be more productive, or by using AI-assisted learning
or employee engagement. 24% Projects are too complex or difficult
to integrate and scale
Who are the top ten user groups of AI at organizations today?
24% Too much data complexity
54% IT professionals

35% Data engineers

Except for COVID-19, the factors driving—and hindering–AI
29% Developers and data scientists adoption have been extremely consistent across all three editions
of the IBM Global AI Adoption Index. Limited skills, high prices,
26% Security professionals and difficulty scaling or tackling complex projects have remained
the key contributing factors to limited AI adoption. As these issues
25% Customer service professionals all negatively impact more than a quarter of businesses today,
they remain a huge hurdle to widespread adoption.
23% Marketing professionals
One of the most important roles AI is playing within
21% Product managers organizations is by helping them address the widespread skill
and labor shortages that are affecting most industries around the
21% Sales professionals world. Already, 30% of IT professionals say employees at their
organization are saving time with new AI and automation software
21% HR professionals and tools, particularly in fields where skills shortages are common
like IT. Companies are also increasingly looking to AI to help them
21% Finance professionals improve their recruiting and retention policies, seek out more
diverse workforces, and empower workers with better skills
and training.

IT professionals in China are more likely than those in other

countries to report that a variety of groups in different
departments at their organization are currently utilizing AI.

10 IBM Global AI Adoption Index 2022 | May 2022

 35%
45% Addressing skills
gap with low-code
Improve recruiting
and human resources or no-code tools

65% 50%
To reduce manual
or repetitive tasks Increasing employee
learning and training

How organizations are using AI to address labor or skill shortages

19% While lack of skills continues to hinder AI adoption, AI is also

helping provide the solution. Today, more than one in three (35%)
organizations say they are training and reskilling employees
don’t have employees with the right skills to to work with new AI and automation software and tools. It’s
use new AI and automation software and tools particularly true at larger companies, that are more likely to
report their organizations are training employees, saving time and
excited to work with new AI tools. Globally, IT professionals in
China, India, Singapore and the UAE are more likely to say their

22% organization is training employees to work together with new

AI and automation software and tools. Finally, heavy industries
are the most likely to embrace automation, with the automotive
are tackling the tasks of open roles with industry; the chemical, oils and gas industry; and the aerospace
new automation software and tools and defense industry reporting that their organization is training
employees to work with new AI automation technology at the
highest rates.

30%
are saving employees time with new
AI and automation software and tools

11 IBM Global AI Adoption Index 2022 | May 2022

Trustworthy AI What aspects of trust and explainability are most important
to businesses?
As AI continues to have a greater impact on companies and
society, it’s also becoming increasingly important to begin 56% Maintaining the integrity of their brand
taking the issue of consumer trust more seriously. Companies and the trust of their customers
that are deploying AI are increasingly likely to acknowledge the
importance of trust with 84% of IT professionals now saying that 50% Meeting external regulatory
being able to explain how their AI arrives at different decisions and compliance obligations
is important to their business. At the same time, a large majority
of organizations that are using or are planning to use AI have 48% Having the ability to govern data
not taken some critical steps to preserve consumer trust in the and AI across the entire lifecycle
long term, for example, establishing protocols for identifying and
eliminating bias. 48% Having the ability to monitor data
and AI across the lifecycle
Trustworthy, responsible AI practices and AI maturity go hand
in hand, and 85% of IT professionals agree that consumers are 45% Meeting internal reporting obligations
more likely to choose a company that’s transparent about how
its AI models are built, managed and used. Additionally, the 43% Ensuring applications and services
more likely a company is to have deployed AI, the more likely it minimize bias
is to value the importance of trustworthiness. IT professionals at
businesses currently deploying AI are 17% more likely to report
that their business values AI explainability than those that are
simply exploring AI. Most companies appreciate the critical importance of instilling
consumer trust in the way an organization’s AI is developed and
Organizations’ priorities, as they advance trustworthy AI, are used, but relatively few companies codified these principles into
also shifting. While most IT professionals in 2021 and 2022 official rules and policies. A significant challenge is that the field
still say being able to explain how their AI arrived at a decision of applied AI ethics is still relatively new, and most companies
is important to their business, the proportion shrank three cite a lack of skills and training. Nearly two in three companies
percentage points compared to 2021. While this decrease on its say they lack the skills and training to develop and manage
own may not appear to be a major shift, other findings suggest a trustworthy AI.
gap remains between leaders’ intention and meaningful actions.

Lastly, consumer drive for trustworthy AI isn’t felt the same

globally. While more than two-thirds of IT professionals in India
and Latin America strongly agree that consumers are more likely
to choose services from companies offering transparency and an
ethical framework on how data and AI models are built, managed
and used, that number falls to one-third or below in markets like
France (33%), Germany (29%) and South Korea (21%).

4 in 5
cite being able to explain how their AI arrived
at a decision as important to their business

12 IBM Global AI Adoption Index 2022 | May 2022

 52%
74% Not safeguarding data privacy
through the entire lifecycle
Not reducing unintended bias

68%
Not tracking performance
55%
Not monitoring AI across
variations and model drift cloud and AI environments

61% 59%
Not making sure they can Not guarding against adversarial
explain AI-powered decisions threats and potential incursions
to keep systems healthy

60% 60%
Not developing ethical Not tracking data provenance,
AI policies changes in data and model versions

A majority of organizations haven’t taken key steps towards trustworthy AI.

Companies face pervasive barriers when it comes to developing These barriers are down 2%–3% compared to 2021. Compared
AI that’s explainable and trustworthy. to other industries, IT professionals in government and healthcare
currently exploring or deploying AI are more likely to identify
63% Lack of skills and training to develop and barriers to explainability and trust.
manage trustworthy AI
Where are companies focusing their energy as they act to make
60% AI governance and management tools that AI more trustworthy? Across most countries, IT professionals
don’t work across all data environments most commonly cite safeguarding data privacy as the step they
are taking to ensure their AI is trustworthy and responsible.
59% Lack of an AI strategy Chinese professionals most often cite monitoring AI across cloud
and AI environments; professionals in France are most often
57% AI outcomes that aren’t explainable guarding against adversarial threats.

57% Lack of company guidelines for

developing trustworthy, ethical AI

57% AI vendors who don’t include

explainability features

56% Lack of regulatory guidance from

governments or industry

56% Building models on data that has

inherent bias (social, economic,
and so on)

13 IBM Global AI Adoption Index 2022 | May 2022

Sustainability Of those companies already using AI today, 64% are currently
applying AI to accelerate their ESG initiatives and another 17%
For the first time in 2022, the IBM Global AI Adoption Index have plans to do so. Even among organizations who say they are
polled companies on the use of AI in their sustainability still exploring AI, many of them are also applying AI in some way,
initiatives and found that AI is poised to play a growing role. Very likely in limited or trial capacities. More than one in three (36%)
few IT professionals don’t see sustainability as important to their say their business is investing in sustainability-related AI.
business—6% of large companies and 9% of smaller companies—
and, of the companies that are deploying AI, a large majority are There’s evidence US companies lag the world in applying AI to
applying AI to sustainability-related challenges. environmental challenges. While 87% of US organizations say
they have ESG initiatives, 22% say that AI plays no role, the
largest proportion in the world. In contrast, 70% of Chinese
Which ESG or sustainability challenges do respondents organizations are using AI to advance their ESG initiatives. Looking
think AI has the greatest potential to help solve? at key sectors, 55% of IT professionals in the automotive industry
are at companies currently applying AI to accelerate their
37% Driving more efficient business ESG initiatives.
processes and daily operations
Across most markets, AI is viewed as having the greatest
33% Providing more accurate and verifiable potential to solve sustainability challenges related to business
data on environmental performance process efficiency and data accuracy, for example, by automating
factors for reporting purposes the collection and maintenance of climate-related data. In 2022,
(emissions, waste, and so on.) a third of companies said they are using AI to drive more efficient
business processes and operations.
29% Automating the collection and reporting
of data across complex operations While companies in every industry are increasing their focus
and endpoints on AI for sustainability, due to the diversity of the challenges
they face, they are applying AI in a large variety of different
29% Analyzing and deriving insights from ways. Companies across the board are looking to AI to reduce
vast amounts of data related to desired costs and consumption, manage reporting, and streamline their
sustainability outcomes operations, but organizations in certain industries are using it for
supply chain optimization (42%), predictive maintenance (33%)
28% Meeting regulatory and compliance and climate modeling (30%).
requirements

26% Increasing supply chain transparency

towards more responsible sourcing and
labor practices

20% Supporting corporate DEI goals, for

example, AI-enabled recruiting practices

2 in 3
companies are currently or planning to apply
AI to address their sustainability goals.

14 IBM Global AI Adoption Index 2022 | May 2022

 45%
Manage
44%
Cost efficiencies
40%
Competitive
33%
Predictive
29%
Compliance
reporting data pressures maintenance issues

45% 44% 42% 39% 30%

ESG reporting Streamline Supply chain DEI initiatives Climate modeling
operations optimization

IT professionals at companies that use AI today for environmental

risk analysis and sustainability are using AI in these ways.

15 IBM Global AI Adoption Index 2022 | May 2022

 33%
Automation
28%
Automation of
26%
Business Analytics
22%
AI Monitoring
22%
Conversational AI
of IT Processes Business Processes or Intelligence and Governance or Virtual Assistants

29%
Security and Threat
26%
Marketing
23%
Fraud Detection
22%
Sensor Data
22%
Financial Planning
Detection and Sales Analysis and Analysis

How organizations are using AI today

Use cases A large proportion of companies interested in or deploying AI

are looking to automate but what, exactly, they are trying to
Organizations are applying AI in a wide variety of use cases automate varies from sector to sector. Nearly half of companies
today, with the most advanced adoption happening in areas that have applied AI-based automation have done so to drive
like IT operations, security and threat detection and business greater IT efficiency, but they are also using automation to give
process automation. Today, a third of companies are already time back to employees (49%) and address skills gaps. There are
using AI to automate their IT processes—AIOps—which helps also large regional disparities with certain techniques like robotic
them preserve application performance while also making process automation (RPA). For example, Chinese companies are
resource allocation more efficient. Businesses are also applying nearly twice as likely to employ RPA as US firms.
AI techniques like natural language processing (NLP) to fields
like marketing, sales and customer care.

16 IBM Global AI Adoption Index 2022 | May 2022

Around 40% of larger companies are using AI to improve A majority of IT professionals at large companies are using it to
customer service agent productivity, create a more personalized drive efficiencies in IT operations (ITOps) (54%) compared to
experience for customers and employees, and streamline just 40% at smaller ones.
how customers and employees find information and resolve
frequently asked questions. IT professionals in most markets say that their business is using
or considering using automation to drive greater efficiencies in
Only 2% of Chinese companies aren’t using AI in customer care, business processes and tasks and ITOps, but IT professionals in
with the most common reasons being improved customer service Australia, Canada, France, the UK and the US are more likely to
agent productivity (61%), streamlining how employees and cite cost savings as the reason.
customers find information (55%) and personalization (54%).
English-speaking countries—the US, the UK, Australia and What types of automation software or tools are organizations
Canada—are much more likely to say they aren’t using AI very or somewhat interested in using?
for customer care (14%–18%).
80% Integration of apps and data
50% of IT professionals in the automotive industry say their
organization uses AI to create a more personalized experience 78% Network performance management
for customers and employees. That’s a fairly large outlier, though
40% of companies in the chemicals, oil and gas sector, and 40% 76% Business process management (BPM)
of companies in the utility and environmental sector are using AI
to advance personalization, as well. 73% AI for IT operations (AIOps)

73% Application performance management

Why are organizations turning to automation software or tools? (APM)

46% Drive greater efficiencies in IT operations 74% Application resource management (ARM)

46% Drive business operations and tasks 72% Process and task mining

45% Cost savings 72% Observability

39% Give time back to employees so they 65% RPA

can focus on higher-value work

30% Get ahead of potential downtime

or technical issues

27% Address the skills gap

17 IBM Global AI Adoption Index 2022 | May 2022

1 in 3 US firms are the least likely in the world to be using RPA—49% in
the US versus 89% in China, 83% in India, 73% in UAE and 72%
in Latin America.
using AI for the automation
of IT processes (AIOps) What use cases are companies using or considering using
automation capabilities for?
using AI for automating IT or
software asset management 37% Automating IT operations

32% Automating IT or software asset

management

29% Activity monitoring

28% Automating customer care experiences

27% Automating business workflows

26% Real-time inventory management

25% 5G services

24% Supply chain efficiency and resiliency

21% Digital worker

19% Networking or network slicing

18% Environmental and sustainability

performance

18% Smart meters monitoring and control

18% Asset utilization

17% Transportation optimization

15% ESG reporting

15% Physical structure monitoring

14% Wearables for training and

site maintenance

13% AI governance

13% Sensor-based manufacturing

11% Autonomous vehicles and drones

10% Weather and climate risks

18 IBM Global AI Adoption Index 2022 | May 2022

What benefits are organizations gaining from using Natural language processing (NLP), AI that understands and
AI to automate IT, business or network processes? respond to text or voice data in much the same way humans
do, is one form of AI that’s being applied in a particularly large
54% Cost savings and efficiencies array of settings. While the most common application for NLP
is in customer care, companies that have deployed NLP have
53% Improvements in IT or network done so in numerous fields, ranging from security and business
performance development to sales, finance and market research. In short,
the industry has come a long way from the chatbot.
48% Better experiences for our customers
How are companies using or considering using NLP solutions?
46% Employees are freed to focus on
higher value 38% Customer care

41% Delivering and scaling new services 36% Security

more quickly
32% Business development
39% Mitigating labor and skills shortages
30% Sales
33% Reduction in outages
29% Marketing
28% Reduction in data center emissions
28% Human resources or employee services

26% Finance
IT professionals at larger companies are most likely to see
improvements in IT or network performance as the biggest 25% Supply chain or procurement
benefit to using AI for process improvements, while IT
professionals at smaller companies find cost savings and 23% Market research
efficiencies to be the greatest benefit.
20% Corporate governance or ESG
Compared to other industries, IT professionals in the automotive
industry were more likely to report a variety of benefits from 18% Legal or compliance
AI process automation, including mitigating labor and skills
shortages in IT departments, improving customer experiences,
and improvements in network performance.

19 IBM Global AI Adoption Index 2022 | May 2022

IT professionals at larger companies are more likely to use NLP Methodology
solutions for security (42%), customer care (39%) and business
development (37%). Across most industries, IT professionals are The polling was conducted online through Morning Consult’s
most likely to report their company is using or considering using proprietary network of online providers in April 2022. All
NLP for security, customer care or sales. respondents were required to have significant insight or input
into their firm’s IT decision-making.
IT professionals in China are much more likely to say their
company is using NLP, with 56% saying their organizations use Representative sample of 7,502 business decision makers
it for supply chain or procurement. Chinese IT professionals
are almost three times as likely as US professionals to say their – 500 in each country (United States, China, India,
organizations use NLP for this purpose (19%). 52% of Chinese UAE, South Korea, Australia, Singapore, Canada,
IT professionals use NLP for business development and 50% UK, Italy, Spain, France, Germany)
for HR or employee services. – 1,000 in Latin America (Brazil, Mexico, Colombia,
Argentina, Chile, Peru)
NLP capabilities are perceived as expensive, with more than – Conducted online through Morning Consult’s proprietary
half of IT professionals (54%) reporting cost as a large or medium network of online providers
barrier. Costs are cited as the chief barrier to NLP adoption around
the world, but it’s more acute in Western Europe—60% in Respondents represented a mix of small and large firms
France, 58% in Spain—and South Korea (66%) than in China
(45%) or the US (43%). – 32% of respondents came from firms with more than
1,000 employees
How are organizations using AI to improve customer – 27% of respondents came from firms with between
and employee care? 251 and 1,000 employees
– 20% came from firms with 51–250 employees
36% Improve customer service agent – 21% came from smaller businesses (50 employees or less)
productivity – Sole proprietorships were not sampled

35% Create more personalized experiences Respondents represented a mix of seniority

34% Streamline how customers and employees – All respondents were required to have significant insight
use it to find information or input into their firm’s IT decision-making.
– One-quarter of the sample was at a VP level or above,
31% Survey or feedback analysis including C-suite executives.
– The remainder of the sample represented a mix of directors
28% Decrease call wait times and senior manager-level employees with close knowledge
or authority in their firm’s IT and AI practices.
26% More targeted or personalized advertising

25% Email or text classification

25% Identify new revenue streams or

cross-sell or upsell opportunities

24% Manage increasing call center volume

23% Address labor or staffing shortages

(for example, in contact centers)

16% Sentiment analysis

20 IBM Global AI Adoption Index 2022 | May 2022

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