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Industry Research : U.S. Employers Expect Growth of Artificial Intelligence in the Workplace But Not Major Job Reductions

#contactcenterworld, @Genesys

Artificial Intelligence (AI) is moving full steam ahead in the U.S. workplace. By 2022, 60% of U.S. companies expect to be using AI or advanced automation to support efficiency in operations, staffing, budgeting or performance. Currently 24% of companies are using AI or advanced automation with an additional 36% planning to use it within three years — and half of those (18%) within the next year alone.

These insights stem from an opinion survey sponsored by Genesys, a global provider in omnichannel customer experience and contact center solutions. The survey examined the attitudes of American employers about the rising adoption of AI in the workplace. The results come on the heels of findings from a companion survey of employees announced by Genesys in July. The company surveyed employers and employees in six countries — the United States, Germany, the United Kingdom, Japan, Australia, and New Zealand.

Regardless of the age of their organization, the U.S. employers surveyed believe AI makes their companies more effective. Specifically, 32% of employers find it enables companies to achieve goals faster, more effectively and at lower cost. An additional 25% believe AI allows employees to become more productive and to feel more valuable. That said, even with a total positive response among 57% of employers, their enthusiasm for new workplace technology tools such as AI and bots is surpassed by that of their employees, 70% of whom voiced a positive attitude toward AI in the earlier Genesys survey of employees.

But AI is not for every workplace. Nearly a third (31%) of employer survey respondents do not feel AI or advanced automation is practical for their type of business. The exact same percentage wonder if AI is too complex to implement.

How leadership feels about AI

Luckily for technology vendors, 40% of employers say there is no hesitation within their companies about the need to adopt new technologies such as AI, bots or augmented reality. Their leadership realizes it makes the business more efficient. There is some concern within 24% of employers about the cost of adopting new technologies, but only 13% of the survey pool, mostly employers with younger companies, are suspicious that the usefulness of AI is over-hyped.

Currently, 47% of the employers surveyed think AI will have a positive impact on their company within the next year, with a mere 5% predicting a negative impact. Looking five years ahead to 2024, 62% of employers believe AI's positive impact on their companies will continue, while the negative has only increased by 2%, to 7%. AI is seen by 26% of employers as necessary for their companies to remain competitive in the future. In addition, U.S. employers recognize that AI is changing their employees' lives. In fact, almost two-thirds (64%) of the U.S. employers surveyed think their employees are excited to have better, AI-enabled technology tools because it assists them in their jobs.

"The survey results serve as another proof point that businesses win big when they deploy automation and AI-assisted technologies – and so do employees," said Merijn te Booij, chief marketing officer for Genesys. "Our research shows 61% of employers believe workers are more fulfilled when their workplace adopts AI because it allows them to take on more challenging tasks. When AI moves rote, mundane duties off employees' plates, they have more time to focus on what they're best at – work that's more interesting, diverse and requires more complex problem solving."

The future of jobs

There's a definite disconnect between U.S. employers and their employees when discussing "fear of the bot." According to the Genesys research, employers believe employees are more concerned than they really are. Are employers seeing a specter that doesn't exist, or do employees have their heads in the sand?

- 42% of U.S. employers believe employees are scared of AI/bots because of potential job elimination. Due to the perceived risk to jobs, 8% of employers say they would like to avoid adoption of AI/bots in their companies.

- 67% of U.S. employee respondents in an earlier Genesys survey said they are not afraid that AI/bots would eliminate their jobs within the next 10 years while just 19% are fearful.

- 50% of the U.S. employers surveyed say the adoption of AI will not cause them to reduce their workforce.

- 30% of the U.S. employers surveyed anticipate workforce cuts due to AI adoption but 53% don't expect major staffing changes.

- 36% of U.S. employers surveyed see a positive impact of AI on their employees in the next year with the number jumping to 53% when questioned about five years in the future.

- 32% of U.S. employees surveyed anticipate a positive impact from AI on their jobs in five years.

Methodology and Demographics of Surveys

Genesys commissioned third-party research consultancy Vitreous World to conduct online Employee and Employer surveys in six countries. 303 adults completed the U.S. Employer survey in May. The survey pool was divided into Millennials (43%), Generation X (41%), and Baby Boomers (17%), with 56% women and 44% men. The margin of error is plus/minus 3%.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent

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.
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Today's Tip of the Day - New Opportunities

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

Published: Wednesday, August 21, 2019

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2022 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

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