To leverage the full power of AI in the workplace, it will take a shift in both technology and culture.
Let's start with the easy one: technology. AI generates, consumes and processes vast amounts of data, requiring the need for more bandwidth that can scale up or down to meet the needs of the business. Not only that, but running AI for complex tasks requires a consistent, low-latency network to deliver real-time action. In addition, you must provide the security, data storage and computing capacity needed to use AI for mission critical tasks.
Managing your company culture to adapt to AI could be an even greater challenge. AI in the workforce won't solve or improve anything if you don't have the strategy, processes and people in place to make it work. Artificial intelligence in the workplace must not be seen as a tool to replace people doing manual work, but as one that frees your employees to work smarter.
When implementing AI in the workplace, put the employee at the center of your strategy. How will this help my employees improve their work? How will this help them better serve customers? How will this help other employees across the organization? By starting with the employee and working up—instead of starting with the technology and working down—you can ensure that AI integrates into your culture in a positive, productive way.
Look back at the contact center as an example: CX managers didn't just implement AI and then stop using people. Instead, they implemented AI in the workforce in a way that lets the customer choose how they want to interact with the company—automatically or with a person.
The result? These customers get served faster, your contact center provides more high-value support, and employees are more engaged in their work, solving problems instead of just looking up account information. When looking for an example of how AI in the workplace should be done, look no further than your contact center for inspiration.
Learn more about how artificial intelligence in the workplace is transforming business.