New data released by global technology provider Genesys shows New Zealand employees are the most secure in their roles when it comes to embracing artificial intelligence (AI) in the workplace, compared to all other countries surveyed including, Australia, USA, UK, Germany and Japan.
New Zealand employees stood out for their willingness to be trained by AI, their confidence in job security and the positive impact they believe this intelligent technology will have on their jobs. They also had the highest level of trust in their employers to use AI ethically and appropriately.
51% of New Zealand employees surveyed stated they were open to being trained by AI, Bots, and human-like robots compared to the overall average of 37%, and up to a remarkable 21% and 19% more than Japan and Germany respectively.
New Zealanders were also least resistant to using some form of technology for training, with only 12% ‘not willing’ to use a virtual assistant, augmented reality (AR) or virtual reality (VR) compared to the global average of 26%.
New Zealand worker’s intrepid approach to the future was highlighted across a spectrum of sentiment questions targeting the direct impact AI currently has, and is predicted to have, on their jobs. Results saw below-average negative, and above-average positive sentiments expressed in all questions relating to the ‘impact’ on jobs, and of note:
• New Zealand respondents are 9% less concerned AI/Bots will take their jobs in 10 years compared to other regions – and a full 14% less than UK respondents.
• 38% of New Zealanders believe AI will have a positive impact on their jobs in as little as 5 years.
• At 88%, New Zealand had the highest net positive views on the impact of technology in the workplace.
• 62% of respondents from New Zealand feel they already possess the skills required to work in an AI-enabled workforce; 15% more than the average and 12% more than respondents from Australia.
Ethics, governance and areas of responsibility posed the greatest challenge to respondents in all regions, however, New Zealanders displayed the greatest confidence in their employers and also had the highest expectations.
Almost three-quarters of New Zealanders are not afraid of their company using AI unethically, compared to as little as 53% in Japan and only 66% in Australia. In turn, a staggering 91% - and the highest of all regions - believe the company or employer should be responsible for training staff in an AI-enabled workplace.
Ian McLean, New Zealand Account Director, Genesys said, "I’m not surprised to hear that New Zealand employees are easily adapting to the current technology as well as fearlessly planning for future developments. I see it every day with the Genesys customers I work with. As a country, the ethics, commercial frameworks and business practices are second to none, so we have confidence that we can make the most of the technology available to us."
Genesys(R), a global provider in omnichannel customer experience and contact centre solutions, commissioned this survey to better understand current global attitudes towards artificial intelligence in the workplace and what this means for the future of AI.
4,207 employees from five regions including ANZ, the US, UK, Japan and Germany completed the online survey in April 2019. Respondents were evenly divided into three age ranges (18-38, 39-54, 55-73) with women accounting for 51% and men 49%.
Posted by Veronica Silva Cusi, news correspondent
Genesys® 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.
Published: Monday, August 19, 2019
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878