Businesses are constantly integrating AI into their products and workflows to improve efficiency and provide better services. While there is some fatigue around AI, it is clear that AI is bringing real results, especially in the realm of customer service and internal tools used by IT and HR teams. According to Zendesk, 90 percent of users who have adopted AI tools report positive ROI, and 76 percent of IT and HR leaders are looking to AI to equip employees for new responsibilities. AI agents and bots can handle routine and complex support queries, freeing up teams for more complex issues and improving overall employee service.
Employee service is becoming increasingly important as companies recognize the correlation between positive employee experience, customer experience, and business performance. IT and HR leaders are under pressure to deliver more with less, balancing cost savings with strategic investments in security and innovation. The shift to flexible and remote work requires new strategies for collaboration and productivity, with AI and automation being key components. Despite the proven benefits of AI, there are still gaps in adoption, highlighting the need for upskilling and investment in training to onboard employees to using AI tools.
The trends driving investment in employee service in 2024 include a focus on building AI-enabled teams, with 76 percent of leaders agreeing that AI tools enable employees to take on new responsibilities. Flexibility, adaptability, and customization are also key trends in IT and HR, with customizable apps tailored to specific needs and cloud-based tools for hybrid workforces. Data-driven business decisions are more important than ever, with IT and HR leaders citing a need for new data measurement tools to help them navigate fluctuations in flexibility and AI adoption. These tools need to be secure, compliant, and integrate into existing tech stacks to provide relevant and accurate data for developing work policies and maximizing productivity.
AI and app sprawl in the workplace is well-documented, with many companies using multiple external programs to perform various tasks, often replicating the same function. The influx of generative AI into new office tools could further complicate the situation. Despite the abundance of AI features, HR and IT service teams are faced with challenges such as hype, regulatory issues, and the need for strategic decision making. As companies continue to incorporate AI into their workflows, it is essential for HR and IT leaders to navigate the complexities of the modern workplace while maximizing the potential of AI to improve employee service and overall business performance.
