In the relentless hustle of today's professional landscape, the quest for optimal productivity has become the lodestar for organizations navigating the intricacies of the modern work environment. A significant roadblock, however, emerges in the form of mundane tasks, which not only consume precious time but also stifle the potential for more engaging and rewarding endeavors. Startlingly, the findings in the Kore.ai EX Benchmark Report indicate that a staggering 40% of employees dedicate over a third of their workday to tasks that could be automated, beckoning the question: Can technology be harnessed to liberate the workforce from the clutches of routine?
With these questions in mind, we conducted an employee experience survey to better understand how AI and tech tools are affecting the way we work and how well we can do it. These findings, in the Kore.ai Employee Experience (EX) Benchmark Report, include direct user feedback to better understand employee satisfaction, increase productivity, and create better experiences, the right way.
About the Report:
In partnership with 3Gem, a strategic insight specialist, Kore.ai has embarked on a mission to provide you with unparalleled insights. As part of an ongoing insight strategy, we have engaged 3Gemt to conduct a major national study in 2023, focusing on benchmarking, trackable data, and invaluable insights related to Employee Experience (EX).
Our custom-crafted online study involved surveying a diverse group of people conducted among 2,000 white collar office workers and consisted of people performing professional, desk, managerial, or administrative work. 1,000 respondents were in the UK and 1,000 respondents were in the US, all working in companies with 50 employees and above. 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. As per the report, surprisingly, a mere 15% of employees report the integration of chatbots within their workplace, while 35% have encountered them solely in customer service realms beyond the office walls. This glaring disparity unveils a vast landscape of unexplored possibilities for these technologies to metamorphose workflows, allowing employees to redirect their focus towards more intricate and stimulating tasks.
The Paradigm Shift:
Enter intelligent virtual assistants, the catalysts for a long-overdue paradigm shift in workplace dynamics. While household names like Siri and Alexa have seamlessly woven into the fabric of our personal lives, their professional counterparts are yet to assume a ubiquitous presence in workplaces. However, with the advent of cutting-edge platforms such as ChatGPT and Bard, the tide is turning. Remarkably, one-fifth of users have already embraced ChatGPT to augment their professional tasks, albeit without the robust security measures inherent in enterprise-grade platforms.
Embracing the Future:
As we navigate this juncture of technological evolution, businesses stand at the precipice of a transformative era. It is imperative for organizations to not only acknowledge the potential of AI-assisted tools but to actively embrace them with enterprise-grade solutions. The benefits extend beyond the mere automation of routine tasks; they encompass the creation of a workplace where employees are unshackled from the mundane, enabling them to channel their energies into creative and challenging endeavors.
The future workforce, composed of individuals aged 18-24 (the GenZ), is pivotal to the success of any major business, necessitating a keen understanding of their priorities and concerns. Notably, this age group plays a crucial role in evaluating the effectiveness of workplace technology. The dissatisfaction with technology among 18-24 year-olds becomes evident as the percentage labeling their tools as "bad" or "very bad" surpasses the overall respondent figure by an average of 10%. A substantial 17% find HR and collaboration tools lacking in terms of task streamlining, with 12% expressing similar sentiments about IT support tools. It becomes apparent that existing tools fall short in providing the intelligence and context necessary for Gen Z to feel satisfied and supported. Interestingly, the key driver for job satisfaction among this group is the effectiveness of technology in aiding their productivity, with 36% considering it "very important" compared to the overall figure of 45%, which rises to 49% among 35-44 year-olds. This insight underscores the value Gen Z places on efficient and accurate technology, signaling a call for organizations to ensure that workplace tools not only function smoothly but actively contribute to productivity. As digital natives accustomed to a tech-savvy environment, Gen Z prioritizes working smarter and faster.
The message to organizations is clear: keeping up with these demands is imperative, as failure to provide the right technology may lead to the departure of the future workforce, emphasizing the essential role of technology in maintaining a content and engaged workforce.
Fostering Innovation and Productivity:
By championing these technological advancements, businesses pave the way for a workforce that is not only more efficient but also more 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, the integration of conversational AI and generative AI-assisted tools heralds a new dawn for workplace efficiency. The time has come for businesses to recognize the potential lying dormant within these technologies and to 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