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News : Onus on ANZ Companies to Fuel AI-Powered Workplace

#contactcenterworld, @Genesys

Sydney, Australia, Aug 30, 2019 -- New data released by global technology provider Genesys reveals Australian and New Zealand (ANZ) employees believe their employers, rather than government, industry or individuals, are responsible for preparing the workforce for advanced technology.

An overwhelming 90% of ANZ respondents in the recent multi-country survey believe it is up to their company to provide education and training on AI tools in the workplace. This was consistently reflected across the range of industries including finance, education, health, transport and HR.

Interestingly, 4% more part-time workers in the ANZ region believed their employers were on the hook for training, compared to their full-time counterparts; a trend identified in other regions surveyed, including the UK, US, Germany and Japan. Across age groups, younger employees were more inclined to feel personal responsibility for their AI skill development; 17% of the youngest age bracket (18-38 years), compared to 9% of the oldest group (55-73 years).

AI Ethics

The survey identified the ethical use of AI was a major concern for employees. Although more than two-thirds of ANZ respondents are confident their employer will use AI ethically, 62% still believe it is necessary to have a minimum requirement of humans in the blended workforce.

To ensure the greatest outcomes for staff and the company, respondents agree companies should have an ethical policy on the use of AI/bots in the workplace (58%).

AI Affect

The survey also examined the often-mentioned fear of AI replacing jobs. Results reveal 68% of respondents in ANZ are not afraid AI/bots will take over their jobs within the next 10 years. The survey results showed the ANZ region reported the most confidence in this area, 9% more confidence than UK respondents.

This topical survey demonstrates ANZ employees believe the responsibility of managing AI, in terms of training and job safety, lies predominantly with their employer. Further, there is a high level of trust in employers to act responsibly and in their employees’ best interest.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.cso.com.au


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Back To The Basics

Read today's tip or listen to it on podcast.

Published: Monday, September 2, 2019

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2021 Buyers Guide Visual Communications

 
1.) 

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

2.) 
SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.
 

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