Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Industry Research : Consumers Want Privacy, Better Data Protection from Artificial Intelligence

#contactcenterworld, @genpact

Despite massive corporate investments in artificial intelligence (AI), nearly three-quarters of consumers are concerned about AI infringing on their privacy, according to a new study from Genpact, a global professional services firm focused on delivering digital transformation. The survey of more than 5,000 people across the United States, United Kingdom, and Australia also reveals that 59 percent of respondents think their government should do more to protect personal data from AI.

Disconnect in corporate and customer views

Consumers’ wariness of AI contrasts significantly with optimism expressed by corporate management. According to a previous Genpact study conducted earlier this year, 88 percent of senior executives at companies that are leaders in AI expect the technology will drive better customer experiences within three years.

The consumer survey released is the third in a three-part Genpact research series that offers a comprehensive view of AI adoption, readiness, and impact across three critical and disparate communities – the C-suite, workforce, and consumers. The first study, published in September 2017, explores the C-suite and senior management’s perspective, and the second survey, released in November 2017, looks at workers’ views.

In the consumer research released, only 12 percent of people surveyed say they would prefer to be served by a chatbot, even if the service they receive is faster and more accurate than that of a human. Yet over three times more executives (38 percent) think their customers will prefer service by a chatbot in three years, according to Genpact’s senior management study. Companies need to lay the groundwork now to address this disconnect and pave the way for smooth AI adoption.

Building trust with cautious consumers

Although companies continue to embrace AI (for example, 82 percent of senior executives say they plan to implement AI-related technologies by 2020), many potential customers still have substantial fears. Nearly two thirds (63 percent) of respondents in the consumer study worry that AI will make decisions that will impact their lives without their knowledge. Moreover, 58 percent of people surveyed do not feel comfortable with companies using AI to access their data to personalize and improve their experiences with a brand.

"AI is a game-changer to improve the customer experience, yet real challenges remain regarding trust and privacy," said Sanjay Srivastava, chief digital officer, Genpact. "To encourage adoption, the key is to have visibility into AI decisions, and be able to track and explain the logic behind them. Companies need to break through the ‘black box’ to drive better insights for their business and give consumers the assurance they need."

Meeting consumer expectations today, and tomorrow

Even with explosive growth of home digital assistants, chatbots, smart sensors, etc., consumers still perceive they have little contact with AI. Less than half of those surveyed say they interact with some form of AI regularly (i.e., once a week or more). In addition, two in five (41 percent) believe that AI has made no difference to their lives.

However, the study also shows that younger generations interact with AI more frequently and cite its benefits. They are twice as more likely than older people surveyed to say AI is making their lives better. Younger generations also don’t need the human touch quite as much: Only one third of Gen-Z and millennials strongly agree that they prefer human interaction rather than AI, compared to 57 percent of baby boomers.

"AI, even in these early days, is the single biggest shift transforming how people interact with businesses and the world around them," said Srivastava. "The generational differences with AI adoption are critical to understand, especially as demographic shifts continue, and millennials and Gen-Z have greater impact on business decisions. The companies that will win in this new world are ones that seize AI’s potential in a way that deeply understands and solves for consumers’ concerns."

#contactcenterworld, @genpact

Posted by Veronica Silva Cusi, news correspondent
Source: Genpact


About Genpact:
Company LogoGenpact is a Business process outsourcing (BPO) company in India. It was formerly a GE owned company called GE Capital International Services or GECIS. It operates from India, China, Guatemala, Hungary, México, Morocco, the Philippines, Poland, the Netherlands, Romania, Spain, South Africa, and the United States.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail

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

Published: Monday, December 11, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Visual Communications

 
1.) 
Chatvisor

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.
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =