What was the biggest challenge you encountered during your organization's most recent AI POC?

IT Strategy & RoadmapMachine Learning (ML)

We haven't done an AI POC11%

Data quality and availability26%

Talent and skill shortages11%

Technical complexity14%

Integration with existing systems8%

Resistance to change and adoption7%

Ethical considerations and bias mitigation10%

Cost and budget constraints4%

Security and privacy concerns1%

Lack of clear business objectives and ROI measurement5%

Other (please comment)3%

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Enterprise Architect in Healthcare and Biotech10 months ago

In our case, it is mostly about comparing the costs with the real business value.

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Why is your organization currently not utilizing AI in your contact center?

We are currently using AI in our contact center19%

Our data is not easily/fully accessible between departments41%

We use conversational AI for web chats, but not for telephony20%

We just can't justify the investment16%

Other (please comment)1%

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What is the most important benefit that an AI-Powered tool should deliver?

Predictions on activity from machines / customers / business health21%

Automation of manual or repetitive tasks56%

Monitoring and alerts to provide business assessments19%

Increased communication quality with customers1%

Other

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