16 December 2019 | Marino Donati
About 60 per cent of UK firms are already using artificial intelligence (AI), or plan to start using it in the next 12 months, says research by call centre technology company Genesys.
Its study found that of those companies using AI, 37 per cent are using it to drive business objectives, provide more efficiency and reduce cost. It also found that 42 per cent of UK companies expected a positive impact on their businesses within 12 months of using AI.
But the study also highlighted some barriers to AI, as 40 per cent of employers surveyed said they believe that implementation of AI will be too complex.
Genesys canvassed employers and workers in 28 industry sectors across six countries.
Nearly a quarter (24 per cent) of companies believe that there is a hesitation within leadership in adopting new technologies such as AI, bots and augmented reality, citing suspicion that the value of the technologies is over-hyped.
Also, 20 per cent of employers are concerned about the cost of adopting the systems, while 16 per cent of businesses are concerned that setting up AI and training will take too long and cause too much disruption.
A separate survey by Genesys found that 64 per cent of employees believe companies should be required to maintain a minimum percentage of workers versus AI-powered robots and machinery. Sixty-one per cent of employers agreed with this.
Mark Armstrong, vice-president for UK and Ireland at Genesys, said: "The most successful AI deployments will combine the best data, technologies and people. Forward-thinking businesses will understand this intelligent technology will have the most impact when it is used to automate repetitive tasks and complements the skills of workers to make their jobs easier and more fulfilling."