A surprising 60% of customer service agents fail to promote self service options to customers, according to a 2025 Gartner, Inc. survey. This missed opportunity comes at a time when businesses are investing heavily in automation and GenAI tools—yet many customers remain hesitant to embrace digital solutions. The survey, which polled 5,801 customers in January and February 2025, revealed that even…
Tag: GenAI
Europe’s intelligent automation market shifts to hyperautomation and GenAI
LONDON: A new research report by Information Services Group (ISG), a leading global technology research and advisory firm, reveals that Europe’s intelligent automation landscape is entering a new phase, driven by enterprise demand for hyperautomation and the emergence of generative AI (GenAI) as a major technology disruptor. Hyperautomation is the ability to drive end-to-end intelligent…