New Survey Reveals IT Leaders Want Personalization, Efficiency, Cost Savings, and More From Their AI Investments

1E and YouGov have disclosed insights from a survey targeting US IT decision-makers (ITDMs) regarding their preferences for AI in IT operations. Key areas of focus include cost savings, service-desk efficiency, and personalized digital experiences.

The findings indicate that 93 percent of ITDMs acknowledge AI's role in IT operations, with 86 percent favoring IT products that offer operational cost reductions. This underscores the financial considerations influencing AI investment decisions, particularly ROI and cost savings.

Improving service desk efficiency is another critical priority. The survey suggests four main benefits from AI in this domain: faster issue resolution, reduced human errors, quicker data analysis, and lowered operational costs. Also, 79 percent of ITDMs express interest in predicting user reactions to IT issues using AI-driven automation.

Personalization and transparency in digital employee experiences are also emphasized. About 85 percent of ITDMs believe personalized experiences enhance user sentiment and productivity. Nonetheless, only 36 percent disagree with the claim about the current lack of visibility into user sentiment, while 57 percent stress the importance of data transparency for responsible AI use.