What’s the Difference Between AI and Machine Learning?

By Dan Brown, Virtual Chief Technology Officer at Resolution IT

We often hear the terms Artificial Intelligence (AI) and Machine Learning (ML) used interchangeably. While they’re closely related, understanding the distinction is key to making informed decisions about automation, application development, and digital transformation.

What is Artificial Intelligence (AI)?

AI refers to the broader concept of machines being able to carry out tasks in a way that we would consider “smart”. It’s about simulating human intelligence, whether that’s recognising patterns, making decisions, or understanding natural language.

In the context of IT support and digital transformation, AI powers tools like:

• Intelligent automation platforms that streamline workflows
• Chatbots that provide 24/7 client support
• Predictive analytics that help businesses anticipate risks and opportunities.

According to the State of AI in Business 2025 report, over 80% of organisations have piloted tools like ChatGPT and Copilot, yet only a small fraction have realised measurable impact or achieved large-scale transformation. This highlights that while adoption is widespread, tangible business benefits remain elusive for many.

Most deployments enhance individual productivity rather than fundamentally changing business processes or delivering significant ROI. This phenomenon is known as the “GenAI Divide.”

How do we Utilise AI at Resolution IT?

At Resolution IT, we use AI to streamline our service delivery process. We have implemented an AI system that automatically processes and assigns service requests that come into our clients, ensuring tickets reach the most appropriate team member for swift resolution. This has resulted in significant time savings for our customers, as tasks that previously required manual effort are now completed far more efficiently.

What is Machine Learning (ML)?

Machine Learning is a subset of AI. It’s the method by which systems improve over time without being explicitly programmed, by learning from data and identifying patterns.

Think of ML as the engine behind AI. It’s what allows systems to:

• Detect anomalies in cyber security logs
• Personalise user experiences in financial applications
• Optimise IT infrastructure based on usage patterns

Why the Distinction Matters

Understanding the difference helps businesses make smarter investments. AI is the umbrella term, while ML is one of the key methodologies that enables AI possible.

For example, if you’re exploring automation in your operations, you might use:

• AI-powered tools to automate document processing
• ML algorithms to improve fraud detection in financial transactions

Applications in Automation and App Development

At Resolution IT, we help clients harness both AI and ML to:

• Automate repetitive tasks across departments, freeing up time for strategic work
• Develop smarter applications that adapt to user behaviour and improve over time
• Enhance cyber security by identifying threats before they can cause harm

Industry Insight:

The report highlights that the highest ROI from AI is often found in back-office automation (e.g., document processing, finance, procurement), even though most budgets focus on visible functions like sales and marketing. Organisations that invest in learning-capable, customised solutions, especially in operational areas, achieve measurable gains in efficiency and cost reduction.

Driving Digital Transformation

AI and ML are powerful enablers of change, but their true impact depends on how they’re implemented. Most organisations see incremental improvements, but those that invest in learning-capable, customised solutions, especially in back-office operations, achieve measurable gains in efficiency, cost reduction, and client experience. The key is to choose tools that integrate deeply with your workflows and evolve over time.

The most successful AI systems are those that:

• Integrate deeply into workflows
• Learn and improve over time
• Are customised to specific business processes
• Are delivered through trusted vendor partnerships rather than built internally

Partnering for Progress

As your strategic IT partner, Resolution IT brings deep expertise in deploying AI and ML solutions that are secure, scalable, and tailored to the needs of regulated businesses.

We don’t just implement technology; we help you understand it, use it effectively, and measure its impact.