KPI
Employee adoption: AI benchmark
Share of the target employees who use the tool regularly.
How to measure it
Weekly active users divided by licensed or target users.
Across the library
Median 90% across 5 deployments, reported range 80% to 99%.
Higher is better. Unit: percent.
Reported values by use case
AI agent for IT service desk resolution
- Mercari US94% · vendor claim
- Bank of Americaat least 90% · organization claim
AI assistant for HR and policy questions
- IBM99% · organization claim
- Bank of Americaat least 90% · organization claim
AI copilot for underwriting risk assessment
- Generali Global Corporate & Commercialat least 90% · vendor claim
AI next best action prompts for wealth advisors
- UBS80% · organization claim
Use cases that should track employee adoption
- AI agent for IT service desk resolution
- AI ambient scribe for clinical documentation
- AI assistant for employee onboarding
- AI assistant for HR and policy questions
- AI assistant for insurance brokers and agents
- AI assistant for telecom retail stores, from associate copilot to digital human kiosk
- AI coding assistant for software developers
- AI copilot for corporate client briefings and call reports
- AI copilot for plant operators and maintenance technicians
- AI copilot for underwriting risk assessment
- AI enterprise knowledge search for employees
- AI internal talent marketplace for matching employees to projects, roles and mentors
- AI knowledge assistant for wealth advisors and relationship managers
- AI legal research and drafting assistant for lawyers
- AI meeting notes and CRM update for wealth advisors
- AI next best action prompts for wealth advisors
- AI summaries of investment research and the house view
- Governed text to SQL analytics assistant