Artificial Intelligence (AI) has entered our lives almost imperceptibly. We invited the IA to come to us for more convenience and for the "freshness factor". Using basic voice assistants, we switch from music on demand to parked cars themselves. As consumers, we have become accustomed to having AI guide our journey in the form of product suggestions. We depend on chatbots available 24 hours to answer your questions or help you make your purchases.
Tech-savvy consumers love artificial intelligence so much that many of them have the power to improve all customer experiences and quickly solve most problems. For this reason, companies jump on board quickly.
From Amnesty International's boardroom, Amnesty International's ability to radically transform the customer experience is beyond doubt. But why are not we paying the same attention to the employee experience?
The modern workforce is inherently different from the workforce of previous generations. More employees work remotely than in traditional offices. Recent research shows that by 2020, more than workers will enjoy the benefits of a job other than that of a traditional office. In addition to our workplace, the way we work also changes.
While millennia have access to cell phones and the Internet for most of their lives, even generations that have not evolved with this technology are adopting well-designed and easy-to-use applications. Employees in all industries expect technology to make jobs easier and more productive. However, the bar that companies consider a user-friendly technology is often far too low.
Even forward-thinking companies eager to go beyond outdated systems strive to implement a technology as easy to use as Alexa. However, the fact that a company can seamlessly integrate Alexa into the current processes and workflow has a huge impact on employee retention and employee satisfaction.
Research suggests that the majority of employees looking for new jobs do so because of faulty business processes, including the ability to connect to support services such as information technologies and human resources.
Happy employees = satisfied customers
At a time when bad interaction with a customer may deny it for life, companies are so focused on providing exceptional customer experiences that an employee's experiences become an afterthought. Businesses know that if they want to compete with the Amazons of the world, they have to go beyond that to deliver a superior customer experience.
These companies have been able to compete by making every effort and implementing new technologies that allow consumers to virtually design homes with furniture they plan to buy. Guests can try on clothes in a virtual locker room. These innovations have changed the game in terms of customer experience.
But behind the curtain, employees are under constant pressure to provide this experience and are not equipped with the same flashy technologies to help them do their job. In fact, technologies designed to support the modern workforce often do the opposite. These technologies affect the productivity and efficiency of employees and, as some claim, even their ability to produce interesting work.
In a world characterized by the business world, where time is money, nobody should have a hard time finding the technologies that are supposed to "help" them and make it easier for them. life. The reality is that today many of the existing support solutions are out of date and affect the employee's ability to help their people and business prosper. Yet, the same employee has to produce larger amounts of work under greater strain without this technical support.
Reimagine the Digital Office
How can companies improve employee experience and give employees the freedom to do a good job? We already know that the workplaces of the future will be more and more distant workers, because more and more companies are choosing to manage their activities since collaborative workspaces or do not have any office space .
As the workplace becomes more fluid and dynamic, and employees work in home offices or cafes in different locations, companies need to be ready to help employees across time zones and state borders. We also know that the future of the workplace will be more and more digital, as technical innovations that change our way of life outside the office will also be expected in the workplace.
Companies need to rethink the workplace in the same way that they have redesigned their customers' journeys. Emerging technologies such as The chatbots powered by artificial intelligence, for example, help with everything from integration and training to attendance at meetings, to solving problems. common employee issues that often affect IT teams, human resources, facilities and other organizations. The artificial intelligence helps businesses save time and energy while ensuring that employees receive help at every step of their journey.
Another day, another help ticket
One of the best emerging use cases of AI in the workplace is computer science, which is not surprising, as computer science is the backbone of exploration and development. technology validation of organizations. These teams spend a good majority of their day queuing in cluttered queues full of repetitive tickets.
What about password reset, access to e-mail or printer setup, these issues often arise in knowledge management systems or intranet networks. But when employees have questions, especially if these problems prevent them from working, they prefer more and more to ask their IT colleague to search through a multitude of URLs and documents to find the answer.
This endless quest attack reduces the time the IT team can spend on problem solving or strategic long-term initiatives. Not to mention the fact that ten people in one day ask you how to access a remote server should be extremely frustrating. Copy and paste at its best. Computer teams, already exhausted, drown themselves daily in these requests and this becomes a problem for the whole of the activities of the company.
IT is not the only one concerned by this cyclic queue. While the technical support team is busy processing tickets or coping with unexpected "fire drills", employees waiting for assistance become frustrated with the resolution time. Sometimes they even turn to unauthorized solutions that cause their own security problems.
Hiring a support partner using AI to help you answer these questions saves you from having to search for items of outdated and hard-to-read knowledge, allows employees to serve themselves and opens up the IT team to work with the employees who need it the most.
Thanks to Google, today's employees are programmed to take an innovative approach to problem solving and often prefer self-service organizations to take ownership and capitalize on this idea. AI is one of the ways to help bring it to the work place.
The time is now
The secular sentence is true, the time, it is money. But by not focusing on employee experience, companies have hampered their own efforts and caused inefficiencies that impact results. It's time to step out of the dark era of support by removing the frictions of daily work and using tools that allow employees to do their best in their work.
These efforts are worthwhile to help businesses compete by improving the productivity and satisfaction of their employees.