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Wirtschaftliche Auswirkungen von KI auf Enterprise-IT-Organisationen
Wir haben 85,5 Millionen Perplexity Enterprise-Suchanfragen über zwölf Monate analysiert, um zu verstehen, was die KI-Nutzung über versteckte IT-Anforderungen verrät.
Das erwartet Sie
Technologienachfrage
Warum Technologie eine der größten Kategorien der unternehmerischen KI-Nutzung ist und warum Fragen zu Software, Cloud, Netzwerken, Sicherheit und Fehlerbehebung einen konstanten Anteil der Mitarbeiteranfragen ausmachen.
Verstecktes IT-Supportvolumen
Wie das KI-Abfrageverhalten verstecktes IT-Supportvolumen durch wiederholte Fragen, ticketähnliche Probleme und wiederkehrende Reibungspunkte in Teams und Tools offenbart.
Enterprise-ROI
Was diese unsichtbare Supportlast für den Enterprise-ROI bedeutet und warum KI-Abfragedaten als neue Quelle für IT-Intelligenz behandelt werden sollten.
Zusammenfassung
Technologie ist eine der führenden Kategorien der Enterprise-KI-Nutzung und macht 18 % aller Abfragen in diesem Datensatz aus. Mehr als drei von vier dieser Fragen ähneln Arbeit, die ein IT-Team normalerweise als Ticket bearbeiten würde, sie finden jedoch außerhalb des Service Desks statt und tauchen in IT-Metriken kaum auf. Dieselben Probleme treten bei Benutzern und Teams immer wieder auf, oft im Zusammenhang mit denselben Enterprise-Plattformen, auf die sich Unternehmen am meisten verlassen.
Unter konservativen Annahmen entspricht dieses versteckte Supportvolumen bei den analysierten Organisationen einem jährlichen, ticketäquivalenten IT-Aufwand in Höhe von rund 300 Millionen US-Dollar. Dieses Whitepaper argumentiert, dass KI-Abfragedaten als erstklassige Quelle für IT-Intelligenz behandelt werden sollten: als Live-Signal dafür, wo Tools, Onboarding und Support unzureichend sind.