About 60% of American firms are projected to adopt artificial intelligence by 2022 to boost efficiency in operations, staffing, budgeting and performance, according to a survey by omnichannel customer experience and contact center solutions provider Genesys. The survey also found that AI is currently used by 24% of companies, while 36% are considering introducing it within three years, and 18% within the next year alone. Some 32% of employers believed AI will make companies more effective, while 25% said it promotes productivity among workers, the survey showed.
While 57% of employers showed a positive response about new technology tools for the workplace, it emerged that employees are more enthusiastic about it than their employers, with 70% of workers expressing positive feedback about AI and bots. However, 31% of employers said AI is not necessary for their business, with the same percentage thinking if could be too complicated to implement. Genesys conducted the survey among employers and workers in the United States, Germany, the United Kingdom, Japan, Australia and New Zealand.