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Laurie Clarke


CIOs disappointed by the empty promises of AI, data tools and chatbots

CIOs are disappointed by the capabilities of IT technologies including data analytics tools, cognitive computing and, most bitterly of all, by chatbots, according to a new study from the Hackett Group.

A survey of nearly 200 executives found that the much-hyped technologies aren’t living up to expectations in terms of delivering business objectives.

More than half of respondents (56 per cent) complained that advanced analytics technology initiatives have fallen short of their expectations, and 50 per cent also reported the same for data visualisation tools. Despite this, analytics technology deployments will be scaled up more than any other digital tool in 2020.

Emerging technologies have also left CIOs crestfallen. Cognitive computing tools fell short of expectations for 53 per cent of respondents, and chat bots for a staggering 73 per cent of respondents.

“For IT, the implications should bring greater urgency to improving the viability of the data that feeds the tools, and educating users on such success factors as how to ask the right questions and identify the types of data needed for effective analysis. Otherwise, there will be an escalating backlash against analytics, and the IT organisation may bear the brunt of it,” the report cautioned.

Robotic process automation (RPA) was another technology that although half the firms surveyed are investing in, underwhelmed 47 per cent of adopters.

Security was named as the top improvement objective for 2020 by those surveyed, followed by analytics.

The latter is an area for concern for CIOs, that among the areas surveyed, organisations are most ill-equipped to handle going into 2020.

According to the report, IT’s most urgent capability development targets in 2020 are to improve enterprise analytics enablement, better enable data as a value driver, improve IT agility, and reduce technology infrastructure complexity and technical debt.