AI at work: the hype, the truth, and what’s next.

This report explores how AI is really showing up in the workplace—cutting through the hype to reveal the practical challenges and opportunities. It examines why 85% of AI projects fail, highlights the importance of human training and oversight, and shows how AI can drive real ROI when aligned with business goals. From generative AI and intelligent call routing to the risks of bias and compliance missteps, the report makes a compelling case for strategic, human-centered AI that enhances customer experience and empowers agents—not replaces them.