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Gartner: AI technologies to be pervasive in new software products

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Market hype and growing interest in artificial intelligence (AI) are pushing established software vendors to introduce AI into their product strategy, creating considerable confusion in the process, according to Gartner, Inc. Analysts predict that by 2020, AI technologies will be virtually pervasive in almost every new software product and service.

In January 2016, the term “artificial intelligence” was not in the top 100 search terms on By May 2017, the term ranked No. 7, indicating the popularity of the topic and interest from Gartner clients in understanding how AI can and should be used as part of their digital business strategy. Gartner predicts that by 2020, AI will be a top-five investment priority for more than 30 percent of CIOs.

“As AI accelerates up the Hype Cycle, many software providers are looking to stake their claim in the biggest gold rush in recent years,” says Jim Hare, research vice president at Gartner. “AI offers exciting possibilities, but unfortunately, most vendors are focused on the goal of simply building and marketing an AI-based product rather than first identifying needs, potential uses and the business value to customers.”

AI refers to systems that change behaviors without being explicitly programmed, based on data collected, usage analysis and other observations. While there is a widely held fear that AI will replace humans, the reality is that today’s AI and machine learning technologies can and do greatly augment human capabilities. Machines can actually do some things better and faster than humans, once trained; the combination of machines and humans can accomplish more together than separately.

To successfully exploit the AI opportunity, technology providers need to understand how to respond to three key issues:

  1. Lack of differentiation is creating confusion and delaying purchase decisions. The huge increase in startups and established vendors all claiming to offer AI products without any real differentiation is confusing buyers. More than a thousand vendors with applications and platforms describe themselves as AI vendors, or say they employ AI in their products.

Similar to greenwashing, in which companies exaggerate the environmental-friendliness of their products or practices for business benefit, many technology vendors are now “AI washing” by applying the AI label a little too indiscriminately, according to Gartner. This widespread use of “AI washing” is already having real consequences for investment in the technology.

  1. Proven, less complex machine-learning capabilities can address many end-user needs. Advancements in AI, such as deep learning, are getting a lot of buzz but are obfuscating the value of more straightforward, proven approaches. Gartner recommends that vendors use the simplest approach that can do the job over cutting-edge AI techniques.
  2. Organizations lack the skills to evaluate, build and deploy AI solutions. More than half the respondents to Gartner’s 2017 AI development strategies survey indicated that the lack of necessary staff skills was the top challenge to adopting AI in their organization.

The survey found organizations are currently seeking AI solutions that can improve decision-making and process automation. If they had a choice, most organizations would prefer to buy embedded or packaged AI solutions rather than trying to build a custom solution.


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