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Companies widely expect that artificial intelligence (A.I.) and machine learning will fundamentally change their operations in coming years. To hear executives talk about it, apps will grow smarter, tech stacks will automatically adapt to vulnerabilities, and processes throughout organizations will become entirely automated.

Given the buzz around A.I., its easy for predictions to easily slip into the realm of the fantastical (In less than six months, well have cars that drive themselves! And apps that predict what a user wants before they want it!). Its worth taking a moment to see what companies areactuallydoing with A.I. at this juncture.

To that end, CompTIArecently asked 400 companiesabout their most common use-cases for A.I. Heres what they said:

The pandemic has accelerated digital transformation and changed how we work, Khali Henderson, Senior Partner at BuzzTheory and vice chair of CompTIAs Emerging Technology Community, wrote in a statement accompanying the data.We learnedsomewhat painfullythat traditional tech infrastructure doesnt provide the agility, scalability and resilience we now require. Going forward, organizations will invest in technologies and services that power digital work, automation and human-machine collaboration. Emerging technologies like AI and IoT will be a big part of that investment, which IDC pegs at $656 billion globally this year.

That predictive sales/lead scoring would top this list makes a lot of senseif companies are going to invest in A.I., theyre likely to start with a process that can provide a rapid return on investment (and generate a lot of cash).According to CompTIA, A.I. helps with more effective prioritization of sales prospects via lead scoring and provides detailed, real-time analytics. Its a similar story with CRM/service delivery optimization, where A.I. can help salespeople and technologists better identify potential customers and cross-selling opportunities.

Companies have spent years working on chatbots and digital assistants, hoping that automated systems can replace massive, human-powered call centers. So far, theyve had mixed results;the early generations of chatbotswere capable of conducting simple interactions with customers, but had a hard time with complex requests and the nuances of language. The emergence of more sophisticated systems likeGoogle Duplexpromises a future in which machines effectively chat with customers on a range of issuesprovided customers can trust interacting with software in place of a human being.

As A.I. and machine learning gradually evolve, opportunities to work with the technology will increase. While many technologists tend to equate artificial intelligence withcutting-edge projectssuch as self-driving cars, this CompTIA data makes it clear that companies first use of A.I. and machine learning will probably involve sales and customer service. Be prepared.

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Here's How Companies are Using AI, Machine Learning - Dice Insights