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Industry Research : Senior Management Expects Humans and Robots to be Comfortable Coworkers by 2020

#contactcenterworld, @genpact

A large majority of global companies that are providers in artificial intelligence (AI) expect their employees will work comfortably with robots by 2020. Despite this optimistic outlook, a significantly smaller fraction of businesses is providing adequate reskilling and training to address technology disruption, according to a new survey of C-suite and senior executives. The study shows a striking disconnect between the expectations of how AI will impact the future of work, and the actions companies are taking in preparing their workforces and organizations for that future.

The research, Is Your Business AI-Ready?, conducted by Genpact, a global professional services firm focused on delivering digital transformation, and FORTUNE Knowledge Group, also underscores that even in AI’s early days of enterprise applications, large gaps in behavior and performance exist between AI leaders (companies realizing the most impact from AI) and laggards (those reporting the lowest business outcomes from this technology). While 82 percent of respondents plan to implement AI-related technologies in the next three years, these disparities in success will only widen without adoption of critical widespread organizational change.

"CxOs often struggle with how to achieve strong business impact from AI. The survey findings underscore what we see with our clients daily – success won’t come simply from technology alone," said N.V. ‘Tiger’ Tyagarajan, president and chief executive officer, Genpact. "Companies must train their workforce – at all levels – and encourage the right corporate culture. Collaboration between humans and machines has the power to improve customer experiences, grow revenue, and create new jobs – but only if senior management has the vision to proactively prepare and embrace change."



Resistance more from corner office than cubicles

While recent news reports raise alarms about the average worker’s wariness of AI, the study shows the C-suite’s view is the exact opposite: close to one-third (32 percent) of respondents indicate senior management is the group that most strongly resists AI. This compares with only 13 percent who cite middle management, and a mere five percent who say entry-level workers resist most.

Breaking barriers: Leaders embrace talent + technology

According to the research, the top three barriers to AI adoption are information security concerns, lack of clarity about where to apply AI most effectively, and silos within the organization, especially between information technology and other functions. AI leaders clearly understand that overcoming these barriers requires much more than just having leading-edge technology. Leaders dramatically excel over AI laggards in encouraging a culture that fosters success.

For example:

- Nearly three quarters (71 percent) of leaders allocate sufficient resources and funding toward AI-related technologies, compared to only 9 percent of laggards.

- More than half (53 percent) of leaders foster a training and development culture to learn new skills, compared to 15 percent of laggards.

- Almost 60 percent of leaders say their middle managers think out of the box and encourage innovation, compared to only 14 percent of laggards.

AI leaders also have a strong focus on process:

- Two-thirds of leaders have processes and systems that are well documented with standard operational procedures, compared to 20 percent of laggards.

- Leaders are more than four times more likely to have large amounts of customer data they can easily share across all departments (58 percent of leaders versus 14 percent of laggards).

"Process design and talent are keys to success with AI," said Sanjay Srivastava, chief digital officer, Genpact. "One provides the catalyst for extracting the value from AI technologies; the other provides the amplifier to drive it at scale for the enterprise. Without one or the other, the chemistry of AI success just doesn’t work."

Aiming AI for topline growth:

Leaders excel in customer experience and revenue impact

When looking at AI benefits, leaders have the clear edge in moving beyond the more expected cost-cutting measures. While a third of all respondents cite cost savings as a benefit, more than 40 percent of leaders say AI improves the customer experience. Leaders also are almost twice as likely to achieve increased revenues from AI (45 percent of leaders, compared to 25 percent of all respondents) – a clear indication that using AI to transform the customer experience also delivers competitive differentiation.

Moreover, when asked to fast forward three years, 87 percent of all respondents expect that AI will bring better customer experiences. This underscores how companies increasingly plan to throw out their old playbook and replace it with AI – a nod toward the importance of imaginative, personalized, and immersive customer experiences.

The research also addresses companies’ investments in and use of AI and other technologies, and further trends on reskilling and workplace issues. To access a copy of the report, Is Your Business AI-Ready?, please click here. In addition, in a separate forthcoming study, Genpact will explore AI’s impact on consumers, both in their personal and professional lives.

About the Study
In June 2017, Genpact and FORTUNE Knowledge Group conducted a survey of 300 senior executives (C-suite and one level below) from around the world, seeking insights into the strategies respondents and their companies use when adopting artificial intelligence (AI) technologies.

#contactcenterworld, @genpact

Posted by Veronica Silva Cusi, news correspondent
Source: Genpact

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

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

Published: Tuesday, October 10, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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