India, Aug. 8 -- Four out of five consumers want clear governance of AI interactions but less than a third of organisations currently have comprehensive policies

A new study by Genesys uncovers a critical disconnect between how companies govern AI and what consumers need to feel safe using it. While four out of five consumers surveyed said they want clear governance of AI interactions, less than a third (31%) of business leaders say their organisations have comprehensive, organisation-wide AI policies and oversight in place.

As agentic AI - autonomous systems that can think, act and make decisions independently - becomes more pervasive in enterprise customer experience (CX) strategies, 91% of CX leaders surveyed believe it will empower ...