6 Ways AI and Machine Learning Can Improve Employee Experience

Artificial intelligence is changing how we work. Find out how to leverage AI in employee experience management for your staff.

October 6, 2023
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Right now, AI is on everyone’s minds. And, with so many potential applications, we can’t ignore what it can do for our working lives. Pop-culturally speaking, the concept of artificial intelligence is hardly new. 

But decades of science fiction can muddy our understanding of what AI currently is, how it works, and what its limitations are. So, let’s start with the current state of machine learning tech, and then look at the six essential options for using AI in ways that can benefit the employee experience.

The State of AI Today

In a lot of ways, 2023 feels like the year of AI. Along with high-profile releases like the latest ChatGPT, machine learning-driven B2B and B2C solutions have become increasingly common. These AI tools have all kinds of functions and applications. 

At its most basic level, AI is great and ultra-fast at processing information. But its benefits go beyond speed and efficiency. With AI, companies can identify trends and correlations that humans might easily overlook. These, in turn, help drive meaningful and impactful business decisions that boost customer satisfaction, competitiveness, and profits.

AI and machine learning tools can also aid in bolstering the employee experience. Below we discuss a range of ways in which you can leverage AI to craft better, more engaging, and more personalized experiences for your workforce.

How to Use AI in Employee Experience Support

  1. Streamlining and automation

One of the simplest and most direct AI applications is to streamline how we work. Artificial intelligence can automate and support all kinds of tasks and functions. From onboarding new hires to performing error checks on mountains of paperwork.

This is good for the employee experience, as staff can allocate time much more effectively. Algorithms can analyze documents accurately at much greater speeds than humans. And, by automating the minutiae of things like onboarding, managers can focus their efforts on personally welcoming and nurturing new hires.

By cutting down the sheer volume of busywork, machine learning algorithms can also help to reduce employee stress, enabling them to focus on the parts of their job they feel passionate about.

  1. Better analysis and decision-making

AI’s improved analytical capabilities don’t just make it faster, but much more accurate too. Algorithms excel at pattern and trend analysis, and a properly trained one can pick up on insights even the most eagle-eyed human researcher might miss.

With quick and comprehensive analysis, machine learning ensures you can deliver actionable insights while they’re still relevant. This can help greatly in areas such as sentiment analysis.

Through this type of analysis, you can understand what your people think and how they feel about their work, recent events, and any changes you’ve implemented.

Understanding what your people want or how they’ll react to specific news and events is essential for effective organizational decision-making. But remember, your algorithm is only as good as its dataset.

Regular, ongoing feedback from employees is the best way to get a “moving picture” of their group and individual sentiments. That’s why you need to make sure you’re checking in with employees on a consistent basis.

  1. Enhancing the customer experience

An indirect but effective way of using AI in employee experience management is by improving customer support. Well-catered-to customers are more likely to be happy, meaning there’s less likelihood of negative interactions with staff. And there are all kinds of ways AI can make the customer journey more pleasant.

For one thing, AI can make customer support much less frustrating. We’ve all experienced the pain of outdated helpline phone trees. Being bounced between recorded messages and different personnel until you finally get the info you need.

Artificial intelligence, on the other hand, can streamline your online phone services by reacting to customer queries in real time.

On top of that, by studying customer habits, algorithms can help provide a more personalized customer experience with bespoke recommendations. This has the knock-on effect of helping their interactions with your staff run even smoother.

  1. Supporting well-being and work-life balance

How well you look after your people is a huge part of what drives employee loyalty. Fortunately, artificial intelligence can help you be proactive in how you offer support.

Automating time-consuming busywork is just one way machine learning can improve our work-life balance. There are also machine learning tools designed to help people with self-care. Bespoke reminders for diet, rest, and exercise can help your hard-working staff from running themselves ragged.

Even a simple AI scheduling assistant can significantly impact your ability to maintain a work-life balance. Overtime and presenteeism often happen one small decision at a time, until suddenly, you’re there three hours later. But the right algorithm can find the most efficient schedule for your day, and remind you when it’s time to give it a rest.

  1. Personalization and employee learning

One of the places AI excels the most is in delivering a bespoke experience. Every person in your business has their own professional wants and needs. AI assistance can help improve awareness and accessibility for career development options, like recommending courses based on specific strengths and interests. 

  1. Improving collaboration

With the uptick in remote and hybrid work, it’s never been more important to have the tools to collaborate effectively. Even if your people all work in different cities, or even countries, they need to be able to work together. And, guess what? AI can help your entire team win at virtual collaboration.

There are loads of options, like algorithms that enhance virtual workspaces, and those that provide instant feedback. And, speaking of feedback, AI sentiment analysis can help you really understand what your people want. It’s much easier for your people to work together if you can create a work environment everyone appreciates.

Some tech companies even use AI to review and make changes to in-progress coding. Avery Ingram, one of the AI assistants we mentioned earlier, reviews software development tickets in a role equivalent to that of a senior full-stack developer.

Using Artificial Intelligence the Right Way

For all the benefits of using AI in employee experience regulation, there are some concerns to be aware of. For one thing, there are the classic concerns about AI-driven automation and potential job loss. It’s great that AI can do so many things faster, like file reports in line with ESG reporting standards, proofread whitepapers, answer customer queries, and so on.

But we also need to consider future safeguards for employees. AI automation can make our jobs quicker and easier, but could it also lead to a reduction in job opportunities? People are also getting worried about the skills they’ve invested in becoming obsolete.

This is why AI should only be a tool to make work easier and help employees upskill and grow – not a way to replace them entirely.

Considerations around the ethical use of AI are another essential aspect to bear in mind.

As marvelous as AI’s data collection and analysis capabilities are, we need to be careful. For one thing, AI’s ability to harvest data can outstrip our ability to regulate it.

But there’s even more controversy. Machine learning algorithms start out getting trained by humans, which means that, to some extent, they reflect the biases of those humans. So, we need to be alert for potential unconscious discrimination in how we develop AI technology.

The sheer versatility of machine learning

There are so many potential benefits to AI solutions, it’s no wonder tech companies are climbing over each other to deliver them. Automation is helping people work faster, more efficiently, and more accurately than we ever thought possible. 

In this article, we discussed how you can leverage AI tools to boost your employee experience, drive higher productivity, and support your workforce’s physical and mental well-being. 

Bear in mind, though, that AI is still a relatively young field. We’re likely to see even more diverse applications in the future, both in and out of business. So be sure to check out our resource center for the latest insights on AI in employee experience management.

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