The global workforce has, today, readily embraced the new normal of hybrid workplace models. Keeping up with expectations of flexibility at work, businesses are evolving rapidly with an eye toward post-pandemic life.
Benefits of an engaged workforce
An engaged workforce has numerous benefits for businesses. According to a Forrester survey, 77% of respondents state that employee experience (EX) initiatives have resulted in increased revenue, and another 50% say that the initiatives have helped them hit their growth targets. Ensuring great EX is the cornerstone to delivering a world-class customer experience (CX).
AI delivers better experiences
One of the ways organizations can improve both CX and EX is by adopting conversational AI solutions. By integrating data sources and intelligent functionality into customer service via conversational AI, businesses are already offloading redundant work from human agents while also scaling their reach across more platforms and channels that customers use.
This technology offers massive value to automate internally across numerous people management activities.
Areas for employee experience automation
Two prime areas for EX automation are human resources (HR) and IT services management (ITSM). According to Gartner, by 2023, 75% of all HR management queries will be initiated through a conversational platform to meet the needs of a hybrid workforce.
Deploying dynamic AI agents or advanced virtual assistants in these functions can free up time for personnel and likely save a company hundreds of thousands of dollars.
Automation through robotic process automation
Large enterprises today strive to achieve their internal digital transformation goals by automating different functions using robotic process automation (RPA).
Conversational AI solutions help streamline processes by converging an organization’s current tech suite, without the need to switch between multiple applications and portals.
Enabling continuous on-the-job learning
Dynamic AI agents can support professional development by tracking career and personal goals for employee performance management. Each employee can even be provided personalized training paths to automatically notify them when relevant programs are launched.
The Dynamic AI agent leverages the data captured through various interactive quizzes and feedback surveys to decode and understand which area each employee needs to build their skills in and provides personalized recommendations through bite-size learning content.
Improve employer branding
The current workforce comprises Gen Z and Millennials who are digital natives and expect seamless and connected experiences right from the start — say, when they browse a company’s careers page. 76% of job seekers want to know how long it will take to fill out an application before they start, and they do not want to complete an application that will take longer than 20 minutes.
Today’s workforce understands how technology is evolving and expects organizations/brands to evolve at the same pace.
Something to ponder
According to Forrester, 78% of HR leaders believe EX will be the most definite driver in delivering business objectives. Improving employee engagement across the lifecycle contributes to shaping their total experience that aligns with employee growth and development expectations.