In today’s professional landscape, organizations are constantly striving for optimal productivity. However, mundane tasks often consume valuable time and hinder more engaging and rewarding endeavors. According to the Kore.ai EX Benchmark Report, 40% of employees spend over a third of their workday on tasks that could be automated. This raises the question: Can technology be used to free the workforce from routine?
With this in mind, we conducted an employee experience survey to understand how AI and tech tools impact our work and productivity. The findings in the Kore.ai Employee Experience (EX) Benchmark Report include direct user feedback, aiming to improve employee satisfaction and create better experiences.
The latest EX Benchmark Report can be a useful tool to uncover what matters most to your employees and the future of your work. Want to skip ahead and dive into the report?
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About the Report: In partnership with 3Gem, a strategic insight specialist, Kore.ai has conducted a major national study in 2023 to provide unparalleled insights. This study focuses on benchmarking, trackable data, and invaluable insights related to Employee Experience (EX).
Our custom-crafted online study surveyed 2,000 white-collar office workers performing professional, desk, managerial, or administrative work. The respondents included 1,000 from the UK and 1,000 from the US, all working in companies with 50 employees or more. The survey was conducted in April and May 2023.
The Untapped Potential:
The answer to the question “Can technology be harnessed to liberate the workforce from the clutches of routine?” lies in the untapped potential of conversational AI and generative AI-assisted tools. According to the report, only 15% of employees have integrated chatbots in their workplaces, while 35% have encountered them exclusively in customer service realms. This disparity reveals unexplored possibilities for these technologies to transform workflows and allow employees to focus on more complex tasks.
The Paradigm Shift:
Intelligent virtual assistants are catalysts for a long-overdue paradigm shift in workplace dynamics. While personal assistants like Siri and Alexa have become common in our personal lives, their professional counterparts are yet to become ubiquitous in workplaces. However, platforms like ChatGPT and Bard are changing that. Surprisingly, one-fifth of users have already embraced ChatGPT to enhance their professional tasks, even without the robust security measures found in enterprise-grade platforms.
Embracing the Future:
As we navigate this technological evolution, businesses stand at the precipice of a transformative era. It is crucial for organizations to not only recognize the potential of AI-assisted tools but actively adopt them with enterprise-grade solutions. The benefits extend beyond automating routine tasks; they create a workplace where employees are freed from mundane work and can focus on creative and challenging endeavors.
The future workforce, composed of individuals aged 18-24 (Gen Z), plays a vital role in the success of any business. Understanding their priorities and concerns is essential. Dissatisfaction with technology is evident among 18-24 year-olds, with a higher percentage rating their tools as “bad” or “very bad” compared to the overall respondents. A significant 17% find HR and collaboration tools lacking in task streamlining, while 12% express similar sentiments about IT support tools. Existing tools fall short in providing the intelligence and context necessary for Gen Z to feel satisfied and supported. Technology’s effectiveness in aiding productivity is a key driver of job satisfaction for this group, with 36% considering it “very important” compared to the overall figure of 45%. This insight emphasizes the value Gen Z places on efficient and accurate technology, urging organizations to ensure that workplace tools not only function smoothly but actively contribute to productivity. Gen Z, as digital natives, prioritizes working smarter and faster.
The message to organizations is clear: keeping up with these demands is imperative. Failure to provide the right technology may lead to the departure of the future workforce, underscoring the essential role of technology in maintaining a content and engaged workforce.
Fostering Innovation and Productivity:
By embracing these technological advancements, businesses can create a workforce that is more efficient, engaged, and satisfied. The synergy between human intellect and AI capabilities has the power to cultivate an environment that values innovation and productivity. The era of intelligent virtual assistants in the workplace is dawning, presenting businesses with an unprecedented opportunity to redefine the employee experience.
Embracing the Future: Almost a quarter (23%) of employees enthusiastically await their own AI Digital Assistant at work.
Seizing the Opportunity:
In conclusion, integrating conversational AI and generative AI-assisted tools brings a new era of workplace efficiency. Businesses must recognize the potential within these technologies and seize the opportunity to transform their workplaces into hubs of innovation and productivity. The future belongs to those who embrace the power of intelligent virtual assistants, unlocking the full spectrum of possibilities for a more fulfilling and impactful employee experience.
Read the Report
