[May 14, 2018] |
|
Global Research Commissioned by Verint Shows Consumers Becoming More Comfortable with Automation in Work Environments
The results of a large-scale study of more than 36,000 consumers in 18
countries by Verint®
Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™,
and carried out in partnership with Opinium Research LLC, reveals that
more than 70% of consumers stated there has been an increased use of
automation technology-such as artificial intelligence (AI) and robots-in
their workplaces.
The study also showed that consumers on the whole are becoming more
comfortable with automation in the workplace. Consumers in Mexico (85%),
Brazil (84%) and India (83%) reported the highest levels of automation
in the workplace. Nearly 7 out of 10 (69%) U.S. consumers said processes
are being automated by technology, while those in Sweden and Japan (both
at 55%), and Germany, Denmark and the UK (all at 61%) reported the
lowest levels of automation.
Approximately half of respondents (49%) said that technology, such as AI
and robots, help them do their job more effectively. Those in countries
with the highest adoption of technology were more disposed to view
automation in a positive light, with 76% of Indians, 70% of Brazilians
and 65% of Mexicans believing that it helps them do their job more
effectively. Brits (25%), Swedes (29%), Belgians (32%) and Canadians
(36%) had the lowest response to the role of technology in the
workplace. In the U.S., 43% of respondents said technology helps them
perform their jobs more effectively.
This fresh research raises questions about what the workplace of the
future may look like and suggests the line between the workplace and
home will continue to blur. More than two-thirds (67%) of respondents
said they expect workplaces to be more flexible to suit employee
preferences as technology improves, and 62% said technology is already
making it easier for them to work from home or have more flexible work
hours.
Trends expert James Woudhuysen, visiting professor of forecasting and
innovation at London South Bank University, shares that "In both
developed and developing economies, customer service forms a rising
share of employment and GDP. Though organizations will automate many of
today's customer service tasks, there will be plenty of new jobs in this
sector. These jobs will just be different. They'll be more about what
machines can't do. In 2030, for example, direct human interaction in
customer service will need to combine wisdom with the latest sundings
of the public mood. In this way, companies can make the right call-a
feat that technology, automation and systems won't, by themselves, ever
be able to achieve."
"Technology continues to shape the way people engage with organizations,
both as customers and employees. However, organizations must strike the
right balance between technology and automation on one hand and human
interactions on the other," says Verint's (News - Alert) Ryan Hollenbeck, senior vice
president of global marketing and executive sponsor of the Verint
Customer Experience Program. "Automation technology, in particular,
opens new possibilities for how people work, as well as how they meet
service level requirements."
In fact, automation can be seen as a benefit in its ability to handle
mundane, repetitive tasks and processes, and manage them in a timely,
compliant way. It frees employees for more meaningful activities and
work in more flexible ways, while empowering consumers to self-serve
through the channel, place and time of their choosing. For effective
rollout strategies and adoption techniques, Hollenbeck notes that "The
key will be for organizations to engage employees throughout the
implementation process of automation and robotics initiatives,
explaining and demonstrating the value of technology, alongside human
intelligence and emotion."
About the Research This research was commissioned by Verint
from December 27, 2017 through January 8, 2018 in association with
research company Opinium Research LLP. Interviews were conducted amongst
36,014 consumers in the following countries: Australia, Belgium, Brazil,
Canada, Denmark, France, Germany, Hong Kong, India, Japan, Mexico,
Netherlands, Singapore, South Africa, Spain, Sweden, the United Kingdom
and the United States. The research was conducted online in the local
language for each country, and respondents were incentivized to
participate. Sectors involved in the survey included banking,
brick-and-mortar retail, credit card, insurance, mobile phone provider,
online retail, telecommunications, travel and utilities.
To learn more about the research-and to view other key findings, the
white paper "Defining the Human Age: A Reflection on Customer Service in
2030," infographics, the on-demand webinar and related announcements-click
here.
About Verint Systems Inc. Verint® (Nasdaq: VRNT)
is a global leader in Actionable Intelligence® solutions with
a focus on customer engagement optimization, security intelligence, and
fraud, risk and compliance. Today, over 10,000 organizations in more
than 180 countries-including over 85 percent of the Fortune 100-count on
intelligence from Verint solutions to make more informed, effective and
timely decisions. Learn more about how we're creating A Smarter World
with Actionable Intelligence® at www.verint.com.
This press release contains "forward-looking statements," including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management's expectations
that involve a number of risks, uncertainties and assumptions, any of
which could cause actual results to differ materially from those
expressed in or implied by the forward-looking statements. For a
detailed discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2018 and other filings we
make with the SEC (News - Alert). The forward-looking statements contained in this
press release are made as of the date of this press release and, except
as required by law, Verint assumes no obligation to update or revise
them or to provide reasons why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE,
CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360,
WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG,
CONTACT SOLUTIONS, NEXT IT, OPINIONLAB, ADTECH, TERROGENCE, SENSECY,
VERBA, EG SOLUTIONS, NXTERA, CUSTOMER ENGAGEMENT SOLUTIONS, CYBER
INTELLIGENCE SOLUTIONS, VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA,
EDGEVR, RELIANT, VANTAGE, STAR (News - Alert)-GATE, ENGAGE, CYBERVISION, FOCALINFO,
SUNTECH, and VIGIA are trademarks or registered trademarks of Verint
Systems Inc. or its subsidiaries. Other trademarks mentioned are the
property of their respective owners.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180514005383/en/
[ Back To Homepage ]
|