New research has revealed a seemingly positive consensus among companies on the use of AI, indicating that the technology could start to make an impact for many in the second half of 2024.
Zendesk’s research shows that nearly four in five IT and HR leaders believe AI has already significantly improved the quality of employee work, with a similar number (84%) reporting a positive ROI in the past year from employee experience technology.
While the benefits of AI are often discussed, the report also describes the importance of implementing data-centric approaches for companies to get the most out of AI.
Is AI useful in the workplace?
Zendesk Chief Information Officer Craig Flower believes that companies should now be asking how to use AI most effectively, rather than when it can become effective.
The research report reveals three key trends driving the era of the intelligent employee experience, starting with an AI-enhanced workforce. Four in five (81%) employee experience leaders now view AI as essential for increasing employees’ ability to tackle complex tasks.
Flower added: “We are entering a new era where AI does not replace human effort, but takes it to the next level, creating workplaces that are more intelligent and empathetic.”
Zendesk also emphasized the transition from universal, one-size-fits-all solutions to more flexible and personalized approaches. Chief People and Diversity Officer Caroline Jessen commented: “(AI) is actively redefining our workplace to be more supportive and efficient for every team member, wherever they are.”
The final and perhaps most important factor to consider is a data-driven strategy. Zendesk confirmed the growing demand for clear metrics to help leaders optimize performance and employee satisfaction.
Despite the overall positive outlook from leaders, the real impact of AI on daily work remains a complex story that depends on the balance of multiple factors. But the report at least has a similar message to other studies on the effectiveness of AI. A solid foundation is essential for achieving measurable results.