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70% of US Employees Hold Positive View of Artificial Intelligence in the Workplace Today

Genesys Survey Results Challenge Common Assumptions About AI Job Displacement Fears Despite recent doom-and-gloom anecdotal reporting, a nationwide survey of 1,001 workers in the United States (US) finds that 70% have an upbeat attitude toward new workplace technologies involving artificial intelligence (AI), such as chatbots, robots and augmented reality. Only 5% say they dislike new technology for putting their jobs at risk today. In fact, 32% of US respondents feel AI will have a positive impact on their job in the…

MIT Global Survey: 90% of Companies Deploy Artificial Intelligence in the Customer Journey

New MIT Technology Review Insights Report Sponsored by Genesys Finds Global Brands Using AI Benefit from Increased Efficiency, Greater Brand Loyalty, and Notable Gains in Revenue A global survey of nearly 600 executives across 18 countries reports nine out of ten firms use artificial intelligence (AI) solutions to improve the customer journey. Additionally, large companies with more than 30,000 employees were over 50% more likely to have made major investments in AI for front-line customer interactions and analytics.…

New Research Finds Only 12.5% of US Consumers Actually Hate Chatbots

When It Comes to Getting the Best Customer Service, New Genesys Study Shows 75% of Consumers Say a Human Is Needed While 76% Turn to Digital Self-Service Channels A nationwide survey conducted in August finds that 94% of US respondents considered their last customer experience positive – although they note there is still room for improvement on the margins. While high-profile customer service blunders by major companies gobble media attention, new research from Genesys  challenges the notion that companies aren't in touch…