A recent global study by the University of Melbourne and KPMG revealed some thought-provoking insights on artificial intelligence (AI). While 66% of people reported regular use of AI, and 83% believed in its benefits, only 46% felt they could trust AI systems. 

A McKinsey study found that while 77 percent of customer service leaders say their companies have developed digital platforms, only 20 percent of their digital contacts are done unassisted—even as contact center volume continues to grow. That’s a clear indication of the tremendous opportunity to leverage evolving technologies to drive higher return on investment (ROI) at the contact center, especially at a time of agent staff shortages.