IT pros turn to AI to help overcome tech complexity

We all deal with technology overload to some extent—but nothing like what IT organizations have dealt with in recent years.

First came a massive wave of “digital transformation” investments to implement. Then came the pandemic and the rush to equip millions of remote employees with the right gear, apps, and security.

But even this year—despite economic uncertainty and tighter budgets—IT teams are still struggling to keep pace with the complexity and volume of on-the-job tech. According to Freshworks’ second annual State of Workplace Technology report, based on a global survey of 2,000 IT professionals, IT workers reported a 71% jump in the number of available software applications in 2023.

Nearly half (44%) of these IT pros say that their organization’s tech stack is packed with unnecessary features, while 42% don't know how the software got there in the first place. Respondents cite these and other factors as hindering their productivity and causing frustration.

Yet there’s a silver lining in the constant ramp-up on new tech: Artificial intelligence, and in particular generative AI, are stepping up to provide relief.

The report shows how AI adoption is playing out at various levels in organizations. Here are some key findings:

• 95% of IT pros see benefits of using generative AI to help complete work.

• 70% of IT directors and above say their companies actively encourage AI use. 

• Newer generations are taking the lead in AI adoption: Eight in ten (81%) of Millennials and 75% of Gen Z IT pros currently use AI to support their workloads, compared to 57% of Gen X and 27% of Baby Boomers.

"IT leaders who embrace automation and technological agility to reduce complexity will be the ones whose teams come out ahead," says Prasad Ramakrishnan, CIO at Freshworks.

That’s just a glimpse into the findings. Check out the full State of Workplace Technology: AI in IT report to explore more.