Deskpro, a provider of secure AI-powered help desk platforms, has released its State of AI in Support Operations 2025 report, revealing a stark divide in AI adoption between technology and heavily regulated industries. According to the survey, 92% of tech companies have adopted AI for support operations, compared to just 58% in regulated sectors such as healthcare, financial services, and government.
The gap reflects structural differences in how security and compliance are integrated into AI deployment. Security has shifted from a feature to a veto power, with 81% of organizations rating security as “critical” or “very important” in evaluating support technology, and 78% requiring IT or security team approval for procurement decisions.
Why Adoption Varies Across Industries
- Tech companies: Exhibit a more reactive security posture. 41% prioritize AI security after a security incident, while 45% cite industry regulations as triggers. This flexibility allows them to deploy AI quickly and address security post-deployment.
- Regulated industries: Must validate security and compliance before deployment. 64% of financial services firms and 61% of healthcare organizations cite compliance as a key driver. Adoption lags—86% in financial services, 39% in healthcare, and 50% in government—due to pre-deployment requirements.
“The AI adoption gap isn’t a technology problem, it’s an architecture problem,” said Brad Murdoch, CEO of Deskpro. “Tech companies can adopt cloud-based AI quickly because they validate security reactively. Regulated industries can’t. They need pre-validated, compliant solutions—current offerings often fail to meet those needs.”
AI Security Gains Momentum
The report also highlights a shift in enterprise priorities:
- 53% of organizations are currently piloting, evaluating, or planning AI deployment in support operations.
- 74% expect their focus on AI security to increase significantly over the next two years, reflecting a rising demand for solutions that balance innovation with compliance.
“Organizations shouldn’t have to choose between AI capabilities and data sovereignty,” Murdoch added. “The next generation of enterprise software will deliver production-grade AI while keeping data secure and giving businesses flexibility in AI provider choice.”
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