Organisations are adopting artificial intelligence (AI) with expectations of creating better and more personalised customer experience. They also want capabilities that will improve employee engagement and reduce overall operational costs. But realising AI’s potential isn’t always easy; there are obstacles to overcome.

In its report, 3 Barriers to AI Adoption, Gartner lists the quality and scope of data as one of those obstacles. Businesses understand that they need large volumes of data for a successful AI initiative. But often, these are big IT projects that require significant investments to collate data into a useable and valuable form.

In addition, as with all data relating to customers and agents, data security is a critical concern. It must be addressed to ensure that data sovereignty, consent to process and retention laws are adhered to no matter what the jurisdiction. Therefore, data security is also critical in the context of value creation with AI.