The modern workplace prioritizes employee experience (EX) like never before. A positive EX fosters a happy, engaged workforce, which leads to increased productivity, innovation, and customer satisfaction. At the same time, artificial intelligence (AI) is emerging as a game-changer, offering a plethora of tools and solutions to help elevate employee experience.
AI is poised to revolutionize the modern workplace by personalizing EX, automating mundane tasks, and enhancing decision-making. By prioritizing the artificial intelligence employee experience (AI EX), organizations can improve employee well-being through monitoring and support. They can also streamline communication across teams and accelerate professional development by identifying skill gaps and recommending tailored learning opportunities.
There are multiple reports based on ongoing research that show the impact of AI in the workplace and on important factors like EX.
As an example, one research report, Zendesk EX Trends 2024, states that IT and HR leaders are leveraging AI-powered tools, both in training and in workflows. In this, their second annual employee experience trends report, they share that nearly 40% of these leaders indicated that they have many AI tools on offer. A further 35% say they’re “planning to expand their offerings.”
Cerkl has published many blog posts about EX and a fair number about AI. In this post, we’re extending our reach to the artificial intelligence employee experience (AI EX). We are going to explore its benefits, practical applications, and considerations for successful implementation. Let’s get started.
What is the AI Employee Experience?
AI Employee Experience (or AI EX) refers to the process of leveraging AI technologies to enhance all aspects of an employee’s journey within a company. This encompasses everything from onboarding and training to performance management, communication, and access to information. By automating repetitive tasks, providing personalized support, and generating data-driven insights, AI EX empowers employees to focus on their strengths and contribute meaningfully, ultimately boosting employee engagement.
It might sound mind-bending, but it’s something that many companies are embracing, and have been for some time. And it works.
Qualtrics’ research, for example, shows that 65% of the C-suite were open to using AI versus 46% of managers. Sarah Marrs, who was then the Director of EX Strategy Execution at Qualtrics, said it was important to trust AI. This would help to make employees more productive and efficient in their jobs. In turn, organizations would be able to use AI for their benefit.
On the other hand, the report indicates that employees with low engagement, distrust in their organization, or concerns about job security are more likely to view AI negatively. This reinforces the common employee perception that AI’s primary impact is job displacement.
“The more positive you feel about your organization, the more likely you are to believe that it will use AI for your benefit. You also trust that AI will make you more productive and efficient at your job.” Sarah Marrs
Benefits of Human-Centric AI Employee Experience Solutions
Here’s something that should make a lot of employees feel a whole lot more comfortable about AI solutions. Quite simply, a human-centric approach to AI in EX emphasizes collaboration and augmentation, not replacement.
Key benefits include:
- Increased efficiency: AI automates tedious tasks like data entry and scheduling, allowing employees to focus on higher-value work. That means that employees can get on with creative, meaningful functions.
- Personalized learning and development: AI can tailor training programs to individual needs and learning styles, accelerating skill development.
- Improved employee engagement: AI-powered feedback mechanisms and recognition programs can help foster a more engaged workforce.
- Enhanced productivity: Streamlined workflows, easy access to information, and proactive problem-solving tools boost productivity.
- Data-driven decision making: AI can analyze employee data to identify trends and predict potential issues, allowing for proactive solutions in the realm of AI EX.
What Research Tells Us
According to the Deloitte 2023 Global Human Capital Trends Report: New fundamentals for a boundaryless world, 93% of business leaders surveyed believe that using technology to improve work outcomes and team performance is important or very important to their organization’s success. Only 22% believe that their organizations are ready to use technology to improve team performance and work outcomes. But 42% expect that technology is going to help drive better organizational outcomes. They believe that will happen quite simply by “nudging workers and teams to perform better.”
In 2023, IBM’s Institute for Business Value focused on executives’ perspectives on leadership and business, their changing roles and responsibilities, and CEO decision-making today. This included their use of technology, data, and metrics, as well as visions for the future. Statistics in their report, CEO decision-making in the age of AI are telling. For instance:
- 75% of CEOs believe that competitive advantage will depend on who has the most advanced generative AI
- 50% are already integrating generative AI into products and services
- 43% are using generative AI to inform strategy decisions
Challenges in Implementing AI Tools
Implementing AI tools in the workplace can offer significant advantages, but it also comes with several challenges that organizations need to navigate. These are some of the key challenges:
- Challenge of job redundancies: Implementing AI can lead to job redundancies, causing fear and resistance among employees. Organizations must manage this transition carefully to maintain morale and trust.
- Fear of new technology: Some employees may have an inherent fear of new technology which can impede AI adoption and integration. For instance, we have seen individuals spend hours manually editing their reports/presentations and not use an AI paraphrase tool just because they think that it would damage the context of their work. Whereas in reality using a paraphrasing solution can help employees improve quality and originality of their drafts while keeping intact the human touch
- Lack of knowledge: A lack of understanding of how AI works and its potential benefits can lead to resistance and poor implementation. Educating employees about AI and its capabilities is crucial to building a supportive culture for AI integration.
- Change management: Employees may resist adopting AI tools due to fear of job displacement or uncertainty about the technology. Effective change management strategies are essential to overcome this resistance and shift organizational culture towards data-driven decision-making.
- Skill gaps and talent shortage: Implementing and managing AI requires specialized skills in data science, machine learning, and AI system maintenance. The demand for these skills is high, but the supply of qualified professionals is limited.
- Integration with existing systems: AI tools often face compatibility issues with legacy systems. This can make seamless integration difficult and costly. Upgrading existing systems or replacing them to accommodate AI can be both time-consuming and expensive.
Research Highlights Job Opportunities AI is Creating
Research by the World Economic Forum suggests that while AI can create new opportunities, it can also render certain roles redundant, requiring careful management of workforce transitions. A Forum Institutional article, We often hear that AI will take our jobs. But what jobs will it create? by Ian Shine adds perspective.
Quite simply, he says, “AI is expected to create new fields of work and lead to large expansion in others.” At the same time, change is inescapable.
“This inevitably means that old jobs disappear, but as creative destruction is powered by innovation, it also means that new jobs are created.” Ian Shine
They will also reshape certain job roles including:
- AI model and prompt engineers
- Interface and interaction designers
- AI content creators
- Data curators and trainers
- Ethics and governance specialists
However, they are not limited to these. For instance, there is evidence that there will be growth opportunities in areas like higher education teachers, university lecturers, and healthcare professionals.
On the other side of the coin, manual work that isn’t reliant on language-related tasks is unlikely to be impacted negatively by AI.
Nevertheless, an undeniable challenge is that many employees globally fear AI, some because they don’t understand its potential benefits. Others are convinced their jobs will soon be in jeopardy. That is one reason why AI EX is so crucially important.
Research into AI Anxiety in Business
An Ernst & Young Global Limited (trade name EY) report, How organizations can stop skyrocketing AI use from fueling anxiety reveals that employees want to know more about safe, responsible, and ethical AI use. Based on an October 2023 online survey among Americans with office or desk jobs, it states that 90% of respondents acknowledge that their organization is using at least one AI technology. GenAI tops the list (more than 50%), followed by chatbots and virtual assistants (more than 40% each).
The survey identified a mix of fears and positivity. For example:
- 82% — AI will make them more efficient
- 81% — AI will make them more productive, letting them focus on higher-value tasks
- 75% — AI will make some jobs obsolete
- 76% — AI has had a positive impact on personal work experience
- 65% — AI will replace their jobs
- 72% — AI will negatively impact income
- 67% — Not knowing how to use AI will jeopardize future promotions
- 66% — Threat of falling behind if they don’t use AI at work
- 41% — AI technology is evolving too quickly
- 17% — Know someone whose job was replaced by AI
“Armed with a deeper understanding of what is driving anxiety around AI, organizations can take the appropriate steps to work through workforce concerns and equip their people for today’s, and tomorrow’s, challenges.” EY
An AI-powered employee experience needs to be part of this strategy.
Where to Start to Improve the AI Employee Experience?
The good news is that you don’t need a complete AI overhaul to begin. Here are some initial steps to get started with integrating AI EX into your organization.
- Identify Pain Points
Analyze employee feedback and surveys to pinpoint areas where AI can offer the most significant impact on employee experience.
- Start Small
Begin with a pilot program focusing on a specific area like onboarding or IT support to test the waters of AI EX.
- Prioritize User Experience
Focus on user-friendly interfaces and ensure seamless integration with existing systems for a positive impact on AI EX.
- Communication is Key
Clearly communicate the purpose and benefits of AI to employees to address any concerns and ensure a smooth rollout of AI EX.
- Provide Training and Support
Invest in comprehensive training programs to equip employees with the necessary skills to use AI tools effectively.
- Monitor and Evaluate
Implement monitoring systems to evaluate the performance of AI tools and their impact on employee experience. Collect data on usage patterns, employee feedback, and efficiency improvements.
- Ensure Ethical AI Practices
Address ethical concerns by ensuring transparency, fairness, and accountability in your AI implementations. Regularly audit AI systems for biases and ensure compliance with data privacy regulations.
- Foster a Culture of Innovation
Encourage a culture that embraces innovation and continuous improvement. Promote the benefits of AI and how it can enhance job roles rather than replace them.
- Utilize AI-Powered Tools
Leverage AI-powered tools to streamline various processes and enhance overall efficiency. For instance, use AI for advanced analytics to gain deeper insights into employee behaviors and preferences, enabling more personalized and effective strategies.
How Can Cerkl’s AI Enhance Employee Experience?
Cerkl empowers organizations through Broadcast, its AI-powered platform. The company also constantly improves the software to enhance employee engagement, save time, provide personalized experiences, and enhance overall employee satisfaction.
Here are some ways Cerkl can boost AI Employee Experience in your organization.
- Personalized communications: MyNews Engine, the central hub of the Broadcast platform, customizes news feeds to each employee, ensuring they receive relevant and engaging information. This personalization helps employees feel more connected to their organization’s communications.
- AI-powered knowledge bases: The Broadcast platform also creates a centralized hub for information and resources providing a positive AI experience. With the help of AI software, Content Hub gathers content and Audience Manager distributes it via the Broadcast omnichannel.
- Dynamic segmentation: Cerkl enables the creation of targeted email campaigns for specific employee groups based on their interests or needs. This focused approach ensures that communications resonate well with the recipients.
- On-demand communications: With the Cerkl Broadcast mobile app, employees can access important information anywhere, at any time. This feature ensures that employees stay informed and up-to-date on matters that are crucial to them and their jobs.
- AI-powered insights: Cerkl provides real-time analytics and reporting on employee engagement. This vital data allows communication teams to understand which types of content are most engaging and adjust their strategies accordingly.
By leveraging Cerkl’s AI-driven solutions, organizations can significantly enhance their employee experience, leading to a more engaged and productive workforce.
What Next?
Successful internal communication strategies play a vital role in employee engagement relationships. Our white paper on The Importance of Internal Communication focuses strongly on employee engagement. It identifies the negative effects of ineffective internal comms along with the opposite effects of excellents comms. It also shows why it is imperative to build positive relationships with employees to improve EX and increase productivity.
FAQ
AI is used in employee experience to automate tasks, personalize employee interactions, provide data-driven insights for improving processes, and offer AI-powered tools for communication and collaboration.
AI positively impacts the workplace by increasing efficiency, enhancing decision-making, improving employee satisfaction through personalized experiences, and freeing up employees to focus on higher-level tasks.
Employees generally view AI as a tool that can improve work efficiency. However, many people harbor concerns about job security and potential biases in AI systems. It’s a challenge for organizations in general.
