Employee skills gap and trust are the biggest barriers to generative AI adoption in business

Artificial intelligence can play a vital role in helping leaders and their teams make strategic, as well as immediate, data-driven decisions and take effective action. AI has the potential to automate 40% of the average workday, but are companies ready to implement and operate using Generative AI? According to a survey of over 2,000 sales and service professionals, more than 50% of sales and service teams don’t know how to get the most value out of generic AI. sales force The research identified these key findings:

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Sales and service professionals recognize customer experience as a clear benefit of generative AI.

• 61% of salespeople believe that generative AI will help them better serve their customers.
• 63% of service professionals say technology will help them serve their customers faster.
• 61% of salespeople believe that generative AI will help them sell efficiently.
• 84% of salespeople who use generative AI say it helps increase sales in their organization by enhancing and speeding up customer interactions.
• 90% of service professionals currently using generative AI report that it helps them serve their customers faster.

Customer-facing roles with the highest use of generative AI include basic content creation (82%), followed by analysis of market data (74%), automating sales communications (71%), and better automation of customer service communications (67%) are included.

When asked how generic AI might replace customer-facing roles, respondents said the following:

1. Generate sales reporting (51%)
2. basic content creation (48%)
3. analyze market data (47%),
4. Improve customer self-service options (48%)

Sales and service adoption of generic AI solutions is low

Only 41% of employees are currently using or planning to use Generative AI. Marketing leads the adoption of generic AI with 51% either in use or planning, followed by sales at 35% and service at 24%. It is surprising that customer service is not a leader in AI adoption given the scale, volume and deterministic nature of service transactions. I predict that service adoption of generative AI will increase in the next two years.

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“Generative AI will completely reshape the field of customer service,” he added. clara shihCEO of Salesforce AI. “We will have the ability for agents to automatically generate personalized responses to email or message customers immediately, freeing up human agents to engage deeply on complex issues and spend more time building long-term customer relationships. “

The biggest barriers to the adoption of generic AI are the skills gap and the fear of automation.

The survey found that most sales and service professionals do not know how to get the most value from generic AI at work (Sales at 53% and Service at 60%). This skills gap also includes fear of job loss with 48% of service and 39% of sales professionals worried that they will lose their jobs if they do not learn to use generative AI at work.

Customer-Facing Professionals Don’t Trust Generative AI

The lack of training is certainly an effective way to reduce the trust gap that exists with the use of generic AI. The survey found that 63% of employees expect generic AI learning opportunities from their employers. And 67% say their employer doesn’t provide generic AI training. Both sales and service professionals agree that there exists a belief gap in business regarding the adoption of generic AI.

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• 56% say that human supervision is important in successfully using generative AI in their role.
• 55% say that advanced security measures are critical to successfully using generic AI in their roles.

The most important benefit of generic AI is the opportunity for sales, service, marketing and commerce professionals to transform their companies. client companies, Businesses should invest in training their employees on the uses and benefits of Generative AI. Reliable customer data, with pre-built, custom or public AI models that can power automation and smart workflows, a single platform with security and governance that enables both innovation and increased customer trust and proper staff training Built to do, Generator AI can empower organizations to deliver powerful customer experiences while increasing efficiency.

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From marketing and sales to customer service and digital commerce, generative AI will transform the customer experience at every touchpoint.