The promise of artificial intelligence (AI) is everywhere. Business leaders are told it can cut costs, simplify complexity, and make employees happier and more productive. This message is resonating. A recent global Freshworks survey among 2,000 IT professionals revealed that nearly all (95%) see generative AI as potentially beneficial for work environments. The study found that 86% of organisations already use AI, and more than half (51%) actively encourage its use in the workplace.
But behind this wave of adoption, a more nuanced picture emerges—one of complexity, concern, and the need for careful strategy.
AI as a Countermeasure to Complexity
The benefits of AI are not exclusively for end users. Within IT departments, AIOps platforms give teams access to a range of powerful tools. The survey shows that 71% of IT workers already use such tools to boost their productivity, and 39% cited a classic benefit: AI gave them more time to focus on higher-level tasks.
One of the greatest challenges for IT today is managing sprawling and increasingly complex technology environments. AI is the perfect candidate to control the proliferation of programs and services that can hinder productivity and budgets.
The survey measured this IT sprawl. It is estimated that the number of apps installed for the exclusive use of IT teams has increased by 71% since 2022, yet less than a third of them are being used. This represents a significant waste of budget and resources. AI is seen as an obvious solution.
IT professionals worldwide told researchers they could save an estimated five hours or more per week by using AI for mundane tasks. Based on an average salary for a systems administrator, this equates to a productivity cost of about $2,000 annually per worker—time that could be refocused on higher-value work through AI.
Navigating the Inevitable Concerns
While the directive to adopt AI seems clear, savvy business leaders will tread more carefully. The survey shows that among technologists, the caveats are well known.
- Some 87% expressed concerns about their colleagues using generative AI.
- 73% flagged potential privacy impacts—a crucial consideration in any nation with strong data protection laws.
- 59% said they were concerned about inappropriate or inaccurate results being conveyed to employees or customers.
More than a third (34%) of respondents stated they avoided using AI to help them complete their work, despite 45% estimating that half of their work was eligible for automation.
The CIO’s Mandate: A Strategy for Adoption
These figures paint a helpful picture for Chief Information Officers (CIOs), who must address both the desire for adoption and the valid concerns of their teams. While industry best practice calls for a gradual approach, CIOs know that threat actors face no such guardrails.
In the meantime, employee awareness will be an invaluable weapon in the fight against AI-fuelled spamming, scamming, and phishing.
We must never forget that any human innovation can be used by bad actors. Stethoscopes can be used by doctors but also by safe-crackers. As we embark upon our new relationship with AI, we must remember that our adversaries are also pressing these tools into service.
The true test for any CIO is not if they will adopt AI, but how. It requires a strategy that embraces AI’s potential to drive efficiency while proactively managing its risks through clear governance, robust security, and continuous employee education. How leaders adapt to this new reality will be the deciding factor in whether their organisations prosper or falter.
