Creating the digital workplace of the future is critical for any organization aiming to attract, retain and nurture top talent. Rightfully so, it's a cornerstone of every CIO or CHRO's agenda, to create a thriving, engaged and productive workforce.
of EY research This suggests that companies investing in employee experience (EX) technologies witness tremendous value. These include a 21% increase in team productivity and a 60% greater likelihood of employee retention in the current organization.
No wonder the HR tech space is bustling, with thousands of vendors actively competing. In 2023 alone, the sector secured more than $4 billion in startup funding through nearly 300 rounds, with more than 200 mergers and acquisitions.
While everyone agrees that investing in employee experience (EX) offers significant benefits, engaging and satisfying a demanding workforce is often difficult. CIOs are finding that existing digital workplace solutions often fail to meet employee expectations due to job friction, varying levels of digital expertise, and diverse preferences for applications, workspaces, and meetings.
A good way to attack this problem is to understand what modern employees are feeling about their workplace experiences and what tools they expect from organizations.
Workers want information to find them.
The Gartner Digital Worker Survey noted that 80% of digital workers report that they sometimes try to organize content to reduce duplication and improve knowledge sharing and retention. However, despite these efforts, 29% still struggle to find the information or data they need to do their jobs effectively. Interestingly, a third of digital workers would accept productivity monitoring if it helped them find information or data more easily.
They demand the right tool to do the job.
Desk workers now use an average of 11 applications, up from six in 2019. Despite this increase, using more applications does not negatively impact digital skills. 66% of digitally savvy workers use more than 11 applications, and a large majority (66%) believe better results can be achieved with universally accepted and supported tools and applications.
Employees value their digital skills.
The survey also shows that 20% of digital workers now consider themselves digital technology experts, and 12% of them are digitally savvy, using automation tools and analytics to enhance their work. Almost 90% of digital workers see improving their digital skills as important for career advancement, work effectiveness and autonomy. It is important to provide opportunities to develop these skills in analytics, process, content, and collaboration technologies.
Customers want AI tools that make their lives easier
More recently, an important study commissioned by Kore.ai noted changing preferences in customer service experiences. gave 2024 Kore.ai Customer Experience (CX) Benchmark Study Noted that for the first time in history, accessing or talking to a live agent is no longer a priority for customers who are now prioritizing effectiveness, accuracy and efficiency in their service interactions. Having AI-powered automated assistant technology in the workplace is now more important than competitive pay for agents, and, well, everything.
Generative AI (GenAI) technologies and large language models (LLMs) are having a profound impact on workplace priorities with AI models helping employees significantly improve enterprise search, as well as IT, HR, recruiting Automating workflows for various use cases including Content Development, Finance, Sales & Marketing and Purchasing.
Kore.ai rings in the era of deep personalization.
Kore.ai believes that creating a consumer-grade digital employee experience is essential to fostering an engaged and empowered workforce.
With a multi-generational workforce ranging from Baby Boomers to Gen Z, companies must offer digital experiences that match those employees enjoy in their personal lives, leveraging technologies like ChatGPT and GenAI. happened
Every employee today is looking for an assistant like 'Siri' or 'Alexa' that reflects his personality and aligns his entire work life with the organization's processes. However, the current market lacks simple, accessible solutions to address employee productivity pain points with various chatbots for individual apps.
Find AI.: Enterprise knowledge management and search are also rapidly evolving with conversational AI and advanced retrieval-augmented generation (RAG) technologies. Users can now search and interact with virtual assistants through a single interface, extracting accurate answers from various data sources such as wikis, PDFs and databases.
For example, one of the world's leading investment banks uses an AI assistant built on Kore.ai's advanced RAG-based Search AI capability platform for its financial advisors. The AI ​​bot analyzes relevant documents from its knowledge base and synthesizes a response in the form of a recommended response with references. The solution keeps detailed logs of advisors' meetings and automatically creates draft emails and summaries of discussions, thereby reducing workloads while helping to improve their relationships with high-net-worth individuals. .
Enterprise Virtual Assistant (EVA): It is a unified personal assistant for enterprise employees, empowering them to access information, take action and automate tasks, while increasing job satisfaction and productivity.
Instead of having multiple chatbots for multiple systems, EVA acts as a universal bot that offers an experience everywhere throughout the employee life journey within an organization – from hire to retirement.
It offers a single interface across preferred channels, for which self-service suites provide. This, HRFinance, Legal, and Procurement with Agent AI for help desk teams; Accessible as a standalone universal bot or integrated into a communication and collaboration system of record such as MS Teams or Google Workspace.
There are often use cases such as off-boarding, onboarding, contact management and procurement that go beyond a specific function. For example, onboarding typically requires you to work together with HR, payroll, benefits, finance, facilities and IT to keep the employee engaged. Even frontline employees can get advanced corporate-level experiences through mobile apps and walkie-talkie bots.
It enables deep personalization by fully aligning with employees' contexts, needs, goals, behaviors and personal preferences. Unlike typical workplace apps or virtual agents, EVA adapts and evolves to become a personal digital twin for each employee.
GenAI is driving efficiency in employee experience use cases.
Call it autonomous employee experience (AEX) or ticket-less automation, we're looking at automating all aspects of enterprise employee experiences, including interactive and non-interactive use cases. This, HR Or thanks to knowledge management, GenAI and large language models (LLMs).
A number of non-interactive tasks that drive the employee journey are now enabled by GenAI:
- Spend less time searching for information.
- Gain time quickly to master a new role or project.
- Summarize content from meetings and easily understand and apply information.
- Write better emails, notes, content.
- Execute tasks or workflows in the background.
Similarly, there is a growing need for human automation in workflow experiences for a wide range of use cases. From finance, legal, procurement, sales to marketing, we automate every enterprise workflow to enable employees to do things themselves in self-service mode.
A combination of conversational AI and GenAI foundational models enables the Kore.ai platform to ingest content from multiple sources (text, voice, image and video), interpret it through natural language understanding (NLU) and deliver it to enterprise systems. I have significantly improved the ability to engage. Reactions like humans
So, while the current set of HR platforms and IT service management tools still rely on ticketing systems for issue resolution, we are moving towards fully autonomous agent workflows that execute task workflows or Eliminates the need to create tickets.
For example, a leading Canadian energy distribution company significantly reduced the need for HR staff intervention, handling routine questions and increasing operational efficiency and employee satisfaction through faster, more accurate responses. Leverages an AI assistant built on the Kore.ai platform. It integrates seamlessly with HR Workday, and supports its 15,000-strong workforce with self-service options, handling thousands of queries monthly..
Because, unlike traditional systems, the true value of automation is powered by multimodal AI agents that integrate with the enterprise ecosystem, execute workflows autonomously, collaborate through collaborative learning, natural Engage in dialogues, and use automated action cases for non-interaction and non-interaction.
A software company specializing in design and engineering solutions has automated its employees' email and IT workflows and access information through virtual assistants built on the Kore.ai platform for nearly 20,000 global workers and contractors. Streamlined access, reducing average handling time by 20%, and achieving a net benefit of $500,000 within one year.
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Focusing on governance and explainability with responsive AI
Enterprises are concerned about trust and data governance when leveraging GenAI solutions. Organizations in highly regulated industries do not want to put their data into ChatGPT for fear of breach of trust and privacy.
Kore.ai's responsible AI framework, developed through years of R&D efforts and rigorous methodologies, helps every enterprise harness the power of AI while maintaining fairness, transparency, integrity, inclusion and accountability. keeps Guardrails and instant controls give organizations control over where employees are interacting with AI, in responses and what data is shared.
To prevent problems such as deception and factual misrepresentations, Kore.ai combines AI models with human feedback for training and fine-tuning, learning from past mistakes to increase accuracy.
Future Outlook
Looking ahead, we expect a paradigm shift towards interactive experiences across all enterprise apps, facilitating task automation in functions such as onboarding/offboarding, training, contract management, and expense filing.
Every day, businesses are obsessed with the myriad of ways technology can advance their business. This includes enhancing processes, automating workflows, developing new products, and improving customer loyalty programs. But the most powerful, lasting changes occur when firms embrace human-centeredness, creating positive emotions in employees during their experiences at work that spill over to customers. This requires fundamental, systemic changes in thinking and action.
Kore.ai's vision for the workplace of the future embodies such a forward-thinking approach, and aims to cater to diverse workforce demographics, from Baby Boomers to Gen Z, to ensure inclusion and adaptability. Have to adjust.
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