Quality of work has improved thanks to AI
A Zendesk survey of 800 managers shows that AI is improving employee productivity and satisfaction, and that there is a positive trend in employee experience as a result.
Many companies in Europe are already in the impact phase of using AI with regard to their employee experience: 79% of employee experience (EX) experts report a significant improvement in the quality of work of their employees as a result of AI. This is shown by the Employee Experience Report 2024a worldwide survey of 800 EX managers by Zendesk.
AI increases efficiency and quality of work
"AI has already revolutionized the customer experience through personalization and increased efficiency. Now we are also seeing this development in the employee experience," says Tanja Hilpert, VP Central Europe (DACH & CEE) at Zendesk. "Not only do consumers benefit from AI technologies in their interactions with companies, but employees are also experiencing more and more advantages."
According to the survey, EX managers are increasingly adapting new working practices and tools to support their teams. In particular, they expect this to boost the productivity and satisfaction of their employees and give them a competitive advantage over their competitors. The following key findings emerge from the survey:
- EX managers supplement their human team with supporting AI agents
- The introduction of self-service tools meets employee expectations in terms of flexibility and personalization
- Employees are increasingly using AI-supported data analyses as a strategic basis for decision-making.
Digital expansion of the team
While the recruitment and induction of new employees used to take place on site in most cases, it is now increasingly taking place remotely. Consequently, the IT and HR decision-makers surveyed are increasingly relying on AI-based training and workflows: 35 percent want to expand their offerings.
To strengthen their teams, EX managers expand their human team with AI agents that support employees support as co-pilots. 81% of those surveyed expect the integration of such AI solutions into EX to enable employees to solve complex tasks more effectively. This includes, for example, analyzing extensive data sets to derive corporate strategies. 79 percent of EX experts already recognize an improvement in the quality of employees' work through AI. Almost half (44%) cite faster data processing and higher productivity as important factors.
Flexibility and personalization through self-service
Respondents are aware that flexible working is essential for an optimal work experience. 84% consider the freedom to choose where to work to be an important factor that can contribute to work-life balance. Companies also benefit from this: 87% of managers consider flexible working hours to be crucial for increasing productivity.
At the same time, decision-makers are increasingly relying on personalized EX solutions. This includes the use of AI-based platforms for employee training, for example. These platforms take into account the skills and learning styles of individuals instead of a one-size-fits-all approach. Personalized training, in turn, enables managers to identify individual development opportunities. Based on AI-supported data analysis, managers can offer each team member the best possible personal support - regardless of where they work. 36% of respondents already use AI to personalize EX.
Self-service solutions are one possible answer to the increased expectations of flexibility and personalization. The use of such tools is driven by the positive impact of self-service and AI technologies on productivity and employee satisfaction, which 80 percent of EX executives observe. Accordingly, 84% of respondents have already invested in HR platforms that offer their employees self-service options.
Data-based performance assessment
Many employer experience experts are struggling with increasing flexibility in the workplace. Two-thirds of respondents cite accurately measuring productivity while working from home as a key challenge. New, data-driven approaches are needed to recognize performance in the remote age. EX leaders are therefore turning to AI-powered data analytics to assess engagement and productivity and optimize employee satisfaction.
Source: Zendesk
