GENESYS：2024年人类与人工智能的协同：推动客户体验的新时代报告（英文版）

At events, in headlines and during conversations, artificial intelligence (AI) continues to be a hot topic. Everywhere, consumers are inundated with news and speculation about AI’s potential to change the world. Opinions oscillate between positive and negative — from helping employees increase their productivity to replacing their jobs, from improving medical outcomes to mitigating cybersecurity risks, and at the most extreme, the fear of an uprising of the machines. While most consumers aren