Study Finds Few Workers Understand How AI Affects Them at Work

While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and platforms, the concept of what employees think about AI is less well understood. In the contact center, many solutions – most notably quality monitoring and workforce management – employ AI to analyze data, make predictions, and recommend next-best actions. In workforce management, the goal is to find hidden patterns in the historical data used to generate forecasts for volume and work time. These are all very employee-centric solutions, yet new research from Genesys (News - Alert) has found that few employees understand how AI affects them. The Genesys research was drawn from a study of broad attitudes of 1,103 employers and 4,207 employees in the United States, Germany, the United Kingdom, Japan, Australia and New Zealand regarding the current and future effects of AI on their workplaces.