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

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Mahmoud Matar
VP Sales
28
MEMBER
Irman Syaiful Qodri
Officer II B2C Loyalty
0
EXECUTIVE MEMBER
Sri Sumari
GM Health Care Service
58
MEMBER
Işık Tazeler
Chief Growth Officer
65

Industry Research : New Genesys Report Finds That All Generations are Ready for AI — If it Can Make Their Customer Experiences Better

#contactcenterworld, @Genesys

New research today from Genesys(R), a global cloud provider in AI-powered experience orchestration, examines how consumers feel about interacting with AI for customer experience (CX) — and how those opinions differ by generation. According to "The humans and AI in unison: Driving the new era of customer experience" report, there are some similarities.

Despite differing opinions on AI, the majority of respondents (72%) agree they have no hesitations about interacting with AI-powered chatbots — if the technology can quickly resolve their issues. In fact, half of consumers believe virtual agents will be widely accepted for customer service by 2030. And concerns lessen with each younger generation about whether or not they’ll interact with a bot in the future — with nearly three-fourths (73%) of Generation Z respondents agreeing.

Examining people’s general outlook on the future of AI, more than half (56%) of respondents are uncertain about what’s true or exaggerated. This is particularly highlighted by the recent hype around generative AI — while 90% of people are familiar with the term, the majority (76%) still know little to nothing about its capabilities. Even younger generations, who historically have been viewed as early adopters of technological advances, admit to a lack of familiarity with the technology (58% of Gen Z and 66% of millennials).

Without a clear understanding of AI’s capabilities, people have mixed feelings about the technology as reflected in the report findings:

While four in 10 consumers believe there’s cause for concern with AI, the remaining six consumers aren’t worried or think fears are overblown

58% of consumers know someone who’s afraid of AI

Six in 10 consumers worry AI is making humans lazy and less intelligent

Organizations have an opportunity to demonstrate the value AI can bring to consumers’ everyday lives. From orchestrating more connected customer experiences, to enabling employees and more, AI is transforming the relationship between organizations and consumers for the better.

Humans and AI Working Together Can Equal Better Customer Experience

Research shows that customer service bots are one of the most recognizable forms of AI to consumers. But after years of providing fragmented interactions, they’ve also earned a bad reputation as one of the most frustrating parts of CX. Now, nearly three-fourths of respondents (72%) fear AI will make it impossible to reach a human agent.

Despite reservations, consumers appreciate the value AI brings to their experiences, with 82% ranking speed — whether shorter hold times or having their issue resolved quicker — as one of its most rewarding benefits. The ability to access customer service 24/7 ranked a close second (81%).

Navigating consumer preferences for being served by bots will be key to maximizing the benefits they provide. What do consumers desire when interacting with AI-powered bots?

They don’t want emotional empathy from bots: 60% of Americans get angry or frustrated when an AI-powered bot uses language like "I’m sorry" or "I understand your frustration."

They desire more transparency: 80% of people say there should be a mandatory notification alerting them if they are speaking to an AI-powered bot or digital assistant.

They want AI to enable human agents — not own the engagement: Seven in 10 consumers say they’re comfortable with AI-assisting human agents, but prefer to not interact solely with a bot.

They expect around-the-clock access: Eight in 10 consumers say a 24/7 customer service bot should be able to set up a callback with a live agent at the next available time during business hours.

Consumer views on AI can provide businesses valuable knowledge to navigate the complexity and nuances involved in delivering experiences that satisfy and delight consumers. As technology continues to advance, business must focus on providing a winning combination of human and AI to meet consumer preferences while optimizing their own workforce.

Methodology

Genesys conducted this research using an online survey prepared by Method Research and distributed by RepData among n=1,000 adults (age 18-plus) in the United States. The sample was equally split between genders, with a spread of age groups and geographies represented. Data was collected from October 31 to November 6, 2023.

#contactcenterworld, @Genesys

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


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.
  Company Blog   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Don’t Allow Scapegoats

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

Published: Friday, May 17, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 8788 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 3668 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =