AI + IT = better EX
Freshworks experts weigh in on advances AI can deliver for employee experience
The biggest trend sweeping the workplace in 2024 may not be the return to the office, but the role of AI in improving employee experience. This is especially true in IT organizations, where automation and machine learning are redesigning employee workflows and helping leaders create more personalized and agile work environments.
Freshworks Head of Analyst Relations Ken Gonzalez and Senior Director of Product Management Chad Haftorson joined Barbara Call, senior director of content strategy at CIO.com, in a recent webinar discussing AI’s influence on the modern work environment.
A few highlights of the conversation:
Frictionless workflows
Virtual agents and chatbots are revamping customer support and ticketing, providing instant assistance and frictionless resolution and freeing up more time for strategic and high-value tasks.
Your employees are more effective, more available, and more productive because they don’t have to stop when things break.
Chad Haftorson
Freshworks senior director of product management
"Your employees are more effective, more available, and more productive because they don’t have to stop when things break,” said Haftorson.
By predicting and pre-empting an employee’s needs, AI-powered automation improves efficiency, saves time, and contributes to a more responsive work environment.
Improved decision-making
Speaking to the promise of AI, Gonzalez explained how AI tools “can scan a large quantity of data and interact with natural language sources to provide contextual output.” The result is a more holistic view of the data and the ability to make more informed, data-backed decisions.
Navigating AI challenges
“Investing in AI and reaping the incredible benefits from it through automation and better employee experience are, unfortunately, like the chicken and egg story,” Haftorson said. IT leaders concerned about the bandwidth to support an AI ecosystem are often unsure they want to make the investment.
One solution is “to roll out AI and do it in pieces,” Haftorson said. “Pick areas where you can get a quick win and show how that works, and get some traction with the rest of the organization.”
Want to learn more? Watch the full webinar or download a free guide on turning AI hype into IT reality.
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