none

AUSTRALIAN BUSINESSES LACK AI UNDERSTANDING AND SKILLS

29-08-2019
by 
in 
Peter Chidiac, Avaya: "willingness to be digitally advanced does not necessarily correlate with the completion of projects"

Research has revealed that 90 per cent of Australian businesses identify artificial intelligence technology as one of the most important issues for 2019, and 80 per cent recognise that failing to get on board with AI now will cost their business for the next decade. These figures reflect Australia as a nation typically regarded as an early, eager adopter of emerging and advanced technology.

But the research, conducted by technology sector market researcher Vanson Bourne for business communications company Avaya, also indicates that 42 per cent lack understanding of AI, while the same amount don’t have the in-house skills to facilitate adoption, exceeding the global average of 37 in each category. The researchers surveyed business and IT decision makers globally from enterprises with more than 1000 employees, and their results and analysis have been published in a report, AI in the Contact Centre 2019.

The willingness of Australian businesses to become front-runners remains inhibited. Of the 42 per cent that lack understanding about AI, just over a third (36 per cent) believe this is due to inaccurate reporting on the capabilities of AI, while 31 per cent are confused between ‘real AI’ and ‘television/movie AI’. Furthermore, 45 per cent said that over-reporting of AI ‘scare stories’ is leading to a lack of understanding, significantly higher than the global average of 28 per cent.

These shortcomings may be the consequence of a lack of an AI strategy; only 24 per cent of Australian businesses have a fully implemented strategy.

“This research demonstrates that the willingness to be digitally advanced does not necessarily correlate with the extent to which AI-based projects have been completed to date,” Avaya Managing Director Australia and New Zealand Peter Chidiac says.

“While pop culture is largely focused on dystopian examples of AI, the reality is that use cases are little more than nascent. Although our Australian enterprise customers – including leaders in financial services, logistics, retail and healthcare – have delivered successful AI projects, many conversations are still focused on establishing pragmatic strategies focused on smaller wins, not company-wide overhauls.”

Although the report exposes the shortcomings of local enterprises, it also reveals positive signs ahead. Almost all (98 per cent) of Australian respondents claim to be using AI to some degree in their contact centre, and the vast majority (91 per cent) are realistic about their current position, conceding they have progress to make if they are to capitalise on AI. Currently, 50 per cent of those deploying a form of AI are only halfway through their projects. As a result, as AI becomes more prominent, 83 per cent will need to look for more third-party support to plug gaps in internal resources or skills.

“We are seeing AI being used in limited capacities and for point solutions, such as chatbots and natural language speech processing,” said Chidiac. “Ultimately, I believe that an enterprise-wide AI ‘engine’ will fuel the use of this advanced technology across all aspects of customer engagement. This will then unlock the true potential of the omni-channel dream.”

Related news & editorials

  1. 29.07.2021
    29.07.2021
    by      In
    Epson and subsidiary Epson X Investment Corporation are together investing in SiLC Technologies, a start-up developing on-chip LiDAR (Light Detection and Ranging) modules to measure distance to surrounding objects and their speed.
    The investment is occurring via the EP-GB Investment Limited... Read More
  2. 27.07.2021
    27.07.2021
    by      In
    The past weekend saw the launch of a new campaign from Bapcor, Asia Pacific’s leading provider of vehicle parts, accessories, equipment and service. The campaign, called The unseen parts of every Australian journey, focuses on the role the firm plays in the lives of ordinary Australians.
    Coinciding... Read More
  3. 27.07.2021
    27.07.2021
    by      In
    Entries are closing soon for the Premier’s Sustainability Awards 2021, Victoria’s annual sustainability awards program.
    With less than a week to apply, the awards recognise and celebrate individuals, organisations and communities that are contributing to Victoria’s long term sustainability efforts... Read More
  4. 27.07.2021
    27.07.2021
    by      In
    Whereas the world’s first industrial robot was brought to life in 1962, it wasn’t until 2008 that the first collaborative robot (cobot) made its way onto the scene. As the name suggests, a cobot is a robot that is intended for direct human-robot interaction within a shared space. These robots are... Read More
Products
Suppliers