Nearly 25% of the UK and US workforce are burning through half of their workday (up to 4 hours) on tasks that are better left to automation. Searching or gathering information takes roughly 2 hours of an employee's day. In a world where advanced AI isn't just a buzzword but a game-changer, generative AI can work wonders on efficiency.
This cutting-edge technology isn't just about reducing human effort; it's about crafting experiences that go beyond the ordinary. Generative AI takes users on a journey toward smoother operations and less grunt work. Yet, organizations are miles away from this scenario.
The respondents of the Employee Experience Benchmark Report 2023 by Kore.ai describe the current workplace technology as "a hindrance." Moreover, about a third rates legacy tools as 'average' or 'bad' when it comes to ease of use, specifying finance and HR tools as those delivering the poorest experience.
"From the survey, it's clear that employees are crying out for advanced AI-powered experiences to help get tasks done quickly, efficiently and accurately. Of the use cases we've implemented for our enterprise clients, about 42% of those focus on employee experiences and companies have seen an average 30% productivity gain and higher satisfaction with AI-enabled IVAs assisting employees in day-to-day tasks," said Kore.ai CEO and Founder Raj Koneru.
The mundane, non-productive tasks that are taking too much of employees' time could easily be automated. According to the study, 48% of employees would prefer to automate raising invoices or purchase orders, 47% would like to automate finding information or documents, while another 45% would automate basic HR requests.
In a recent CX report by Kore.ai, customers across sectors like banking, health, retail and more, showed acceptance for IVAs as they increasingly rely on them to find prompt and relevant information while engaging conversationally.
Another report showed that 84% of respondents benefit from AI solutions that automate post-call tasks, such as summarizing key details and generating accurate wrap-up notes.