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Industry Research : Few Workers Believe AI Will Threaten their Jobs, Finds New Genpact Research

#contactcenterworld, @genpact

Contrary to recent headlines about an artificial intelligence (AI) apocalypse, very few workers fear AI will take away their jobs, finds a new study from Genpact, a global professional services firm focused on delivering digital transformation. The survey of more than 5,000 people from across the United States, United Kingdom, and Australia also shows a striking gap in views about AI’s impact on their current roles versus the expected impact on the future workforce.

Only 10 percent of people surveyed strongly agree that AI threatens their jobs today; however, nearly everyone (90 percent of respondents) believes younger generations need new skills to succeed as AI becomes more prevalent in the workplace. The research underscores how businesses need to prepare their employees for AI— yet very few are doing so.

"Artificial intelligence brings a seismic shift in the future of work – making some roles obsolete and enhancing others, while at the same time, creating new jobs, and even spawning new professions," said Sanjay Srivastava, chief digital officer, Genpact. "Our research shows that employees want and need additional skills to embrace these opportunities – and companies must respond. Businesses that will succeed in this new world will be those that ramp up fast to invest in the right AI tools and upskill their workforce."



The global study represents a broad range of education and income groups. A little more than half of respondents (54 percent) are classified as workers, being employed at least part-time, while the remainder are students, retired, or currently unemployed. This workforce survey is the second in a three-part Genpact research series, designed to create a comprehensive view on AI adoption, readiness, and impact across three critical and disparate communities – the C-suite, the workforce, and consumers. Combined, these results give businesses valuable insights on how to succeed with artificial intelligence. The first study, published in September 2017, explores the C-suite perspective. Genpact will release its consumer findings later this year.


What, me worry?

While only 28 percent of all respondents worry about artificial intelligence’s threat on their current jobs, most (58 percent) fear AI’s impact on their children’s and future generations’ career opportunities.

A third of workers surveyed worry that they will not have the money or time for necessary retraining to help them work with AI. These fears may be valid, considering that Genpact’s study of senior management, the first in the series, reveals that nearly one in five businesses have no plans at all to reskill their employees. Only a quarter of companies currently help their employees take advantage of AI, and just a little more than a third provide reskilling to address technology disruption.


Mind the training gap

When considering new skills people think they will need, and where they will get them, few survey respondents look to advanced degrees. They cite relevant primary and secondary education in subjects that will prepare younger generations for a future AI-focused workplace as more important than higher education. In addition, almost half (45 percent) of those surveyed believe future generations will need more on-the-job training via human-machine interactions.

Half of all respondents also cite the ability to adapt to change as the top quality necessary to succeed in an environment with an increasing AI presence. Moreover, most people value critical thinking, problem solving, and creativity over technical skills like coding, statistics, and math.


Bring on the bots?

Forty percent of all workers surveyed indicate they would be comfortable working with robots within the next three years. In contrast, Genpact’s senior management study indicates that nearly 80 percent of global companies that are AI leaders believe their employees will work comfortably with robots in the same time frame. This gap points to potential challenges for businesses to realize AI’s benefits. Still, most employees see positive impacts from AI in the workplace. They cite time savings and reduction in human errors as among top benefits, and younger generations acknowledge these advantages even more prominently.

"The big question is how to effectively encourage and adopt human-machine collaboration," said Srivastava. "And the key is in a top-down culture that embraces AI, learning, and training at all levels, within a comprehensive change management framework."

About the Research

In August 2017, Genpact worked with research firm YouGov to survey 5,179 people (2,189 in the United States, 1,749 the United Kingdom, and 1,241 in Australia) to study how artificial intelligence impacts their personal and professional lives. Of the total survey population, 2,795 were employed at least eight hours per week. YouGov conducted the fieldwork online between August 15-30, 2017. In addition, in a separate study conducted in June 2017, Genpact and FORTUNE Knowledge Group surveyed 300 global senior executives on AI issues, and also differentiated between "AI leaders" – respondents who achieve strong positive business outcomes from AI, scoring 9 or 10 on a 10-point scale -- and "AI laggards," who scored 1 through 6 on the same scale.

#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.
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Today's Tip of the Day - Where Is The Problem?

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

Published: Friday, November 24, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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