41% of the service industry uses AI for information management
Artificial intelligence is making inroads in the services sector: four out of ten companies are focusing their efforts on the application of AI for information management, more specifically in document recognition and processing, data mining and content and knowledge management. This has been revealed by the sectoral analysis contained in the Ascendant report by Minsait (Indra) which, under the title ‘AI: X-ray of a revolution in progress’, analyses its degree of adoption in private companies and public institutions.
The same report reveals that, in addition to information management, 37% of companies also invest efforts in the application of AI for risk management and cybersecurity. In this sense, cybersecurity, along with ethics management and AI regulation, is becoming increasingly important, as the emergence of AI brings new ethical and regulatory challenges, as well as the need to protect company assets. This is why it is increasingly necessary to cover all aspects comprehensively when applying it.
According to the report, the future looks set to see artificial intelligence not only transform how services are operated and delivered, but also drive a shift towards more ethical, responsible and sustainable practices. Adaptation and innovation will be crucial for businesses to stay ahead in this evolving environment.
In terms of barriers to implementation, six out of ten companies report that there is a difficulty in finding specialised talent. Talent plays a crucial role in the delivery of quality services. According to the study prepared by Minsait, in this industry it is key to recruit, train and manage the necessary personnel to provide services efficiently and professionally, always adapting to current needs and demands. Therefore, as the Ascendant report points out, it is crucial to address these challenges proactively, developing policies and regulations to ensure ethical and responsible use of artificial intelligence in the services sector.
Other barriers highlighted by companies in the sector refer to the lack of vision and business culture for AI adoption (40%) and the lack of technological infrastructures prepared for its correct application (30%).
AI as an ally for efficiency and process optimisation
The services sector is going through a dynamic and complex time where opportunities for growth and innovation meet the need to address ethical, technical and operational challenges. A development environment where AI emerges as a key catalyst to evolve these services offered by companies to their customers.
This is reflected in the fact that, among other things, efficiency and optimisation of internal processes is one of the most important aspects for seven out of ten organisations interviewed in the report. In the same vein, 40% of service companies associate the adoption of AI with the development of a new offering or service line, as well as with the transformation and optimisation of their business models. Also 33% say AI improves data-driven decision-making and facilitates more efficient use of data.
‘The Services sector, like many others, is on the threshold of a profound and dynamic transformation driven by the power of artificial intelligence. Artificial intelligence, which has experienced exponential growth in the last year, offers unprecedented opportunities to redefine how we design, lend and optimise our services. Companies that know how to take advantage of this advance will not only improve their operational efficiency, but will also be better positioned to lead innovation in an increasingly competitive and demanding market,’ said José Luis Ramos Martín, Director of Services at Minsait, who added: ’Now is the time to act and capitalise on the transformative power of AI to make a difference in the future of services’.
The fifth edition of Minsait's Ascendant Digital Maturity 2024 Report addresses the context and degree of adoption of artificial intelligence by companies and public administrations. To this end, it has analysed the information provided by more than 900 organisations in Spain and other countries from 15 different sectors of activity.