Everest Group survey reveals a shift towards GenAI outsourcing
VANCOUVER, CANADA — More businesses are reportedly interested in exploring innovative strategies to enhance customer experience (CX) through generative artificial intelligence (GenAI) technology.
However, a recent survey by Everest Group, supported by TELUS International, revealed that most of these companies are looking to outsource their GenAI development due to concerns over data security, privacy, and regulatory compliance.
Key deployment areas and challenges
The survey, which encompassed CX leaders across various industries, found that nearly half (47%) anticipate non-voice customer support channels as a primary area for GenAI deployment in the near future.
Despite the enthusiasm, the transition from pilot to production stages remains sluggish.
“Enterprises are confronting a trust gap around generative AI. That is why so many projects are getting stuck in the pilot stage and are not moving to production,” explained Tobias Dengel, President of WillowTree, a TELUS International Company.
To address these concerns, 76% of surveyed businesses are considering the route of outsourcing their GenAI development to specialist third-party firms.
WillowTree has been at the forefront of overcoming the trust gap by customizing AI governance frameworks and introducing tools to ensure AI safety and security.
Their GenAI Jumpstart Accelerator, part of the recently launched Fuel iX beta program, supports scalable AI deployments with a human-centered approach.
A collaborative approach to GenAI
WillowTree’s methodology, rooted in the National Institute of Standards and Technology’s Trustworthy AI Characteristics, aims to provide businesses with the confidence to deploy GenAI solutions responsibly.
This approach has proven particularly valuable for companies in highly regulated industries, enabling them to navigate the complexities of GenAI deployment while ensuring performance, trust, and safety.
As businesses continue to navigate GenAI’s evolving landscape, the trend towards outsourcing emerges as a strategic response to the multifaceted challenges of data security, privacy, and regulatory compliance.
With the right partnerships, companies can unlock GenAI’s full potential, transforming customer experiences while adhering to the highest standards of ethical and responsible AI deployment.
“For many buyers of AI technology, the solutions are like a ‘black box’—a place where decisions are made out of sight,” said Dengel.
“This means buyers really have to trust their solution builders,” he added.
