Excerpt from Businesswire Article, Published on May 02, 2024
A recent survey conducted by Everest Group, in collaboration with TELUS International, sheds light on the growing interest among businesses in leveraging generative AI (GenAI) technology to enhance customer experience (CX). The survey, encompassing leaders across various industries including banking, financial services and insurance (BFSI), telco and media, healthcare, retail, and travel, indicates that nearly half (47%) of CX leaders foresee non-voice customer support channels as a key area for GenAI deployment within the next six to 12 months.
However, despite the enthusiasm for integrating GenAI into their operations, many enterprises are facing challenges in transitioning from pilot projects to full-scale production. Data security, privacy concerns, exposure risks, and regulatory compliance remain significant barriers, alongside worries about accuracy, fairness, and bias. In response, a substantial 76% of surveyed companies are contemplating outsourcing their GenAI development to specialized third-party firms.
Tobias Dengel, President of WillowTree, a TELUS International Company, highlighted the prevailing “trust gap” surrounding generative AI projects, often hindering their progression beyond the pilot stage. He emphasized the importance of addressing concerns related to AI safety, security, and ethical considerations. WillowTree, recognized for its expertise in innovation consulting services, offers solutions that merge CX proficiency with advanced AI technologies, ensuring the incorporation of robust governance frameworks and tools to enhance trust and safety.
WillowTree’s GenAI Jumpstart Accelerator, part of its Fuel iX beta program, facilitates scalable AI deployments and seamless integration across enterprise systems. By adhering to the National Institute of Standards and Technology’s Trustworthy AI Characteristics, WillowTree prioritizes user-centric risk assessment and technical requirements, fostering confidence among stakeholders.
The approach advocated by WillowTree resonates with companies operating in highly regulated sectors. Notably, a premier consumer financial services company in the U.S. engaged WillowTree to establish an AI Center of Excellence, emphasizing modular architecture and safe deployment methodologies. In conclusion, as businesses navigate the complexities of GenAI adoption, partnering with expert firms like WillowTree becomes paramount to ensuring responsible deployment and sustainable growth in the evolving AI landscape.
To delve deeper into this topic, please read the full article on Businesswire.
