Generative AI in the Workplace

 

Generative AI has the potential to significantly improve workplace productivity across just about every industry. GenAI enhances employee experience by providing personalized content and making it easier for employees to access an organization’s company-wide knowledge. It is a tool that works alongside your staff, augmenting human capabilities and increasing productivity.

 

Effective change management is crucial for successful AI implementation. Gathering employee feedback and proactively measuring experience should be a priority across the entire organization.

 

Juanita Olguin, Senior Director of Marketing at Coveo, introduces the potential of GenAI by noting that it falls across multiple use cases, with 75% of the value covering four key functions including customer operations, marketing & sales, software engineering, and product R&D.

 

 

Employees in these roles spend about a fifth of their time searching for information. They are also increasingly using AI-driven tools to help them find information and do their jobs more efficiently.

 

While it’s true that GenAI has the potential to transform the way employees work, it’s not a quick fix. It takes planning and a comprehensive strategy to implement GenAI in a way that drives productivity while maintaining the security and integrity of valuable knowledge assets.

 

In this webinar, you'll gain valuable insights from VMware and HPE about how they’re tackling these challenges and realizing the promise of GenAI.

 

How AI-Powered Technology Improves Workplace Efficiency

 

According to McKinsey, GenAI could add $2.6 to $4.4 trillion in productivity value across industries. This powerful tool builds upon and amplifies the impact of traditional AI by between 40 - 50%.

 

 

Olguin shares important insights about how Coveo enhances workplace efficiency through its decade-long investment in AI innovation. We’ve developed 11 out-of-the-box machine learning models like query suggestions, Automatic Relevance Tuning, and dynamic navigation. These models work together to create a seamless, efficient, and personalized workplace experience. Coveo clients leverage these AI capabilities to significantly reduce the time employees spend searching for information.

 

Employees, for their part, do expect generative AI to help. In a recent Coveo survey of 2,000 employees, 52% said they see generative AI as a valuable tool for finding more relevant information and creating content faster. More than half of respondents believe that tools like generative AI could save them at least an hour a day at work.

 

HPE's Digital Employee Experience Strategy

 

Creating great workplace experiences is central to HPE's success, as Greg Epstein, Director of Communications Technology at HPE explains. Epstein shares valuable insights about HPE’s digital employee experience strategy, which was amplified during the pandemic when remote work became the norm.

 

Enabling a unified, seamless experience across all digital touchpoints directly impacts the HPE brand and how the company sells products and services. Here are some key learnings that Epstein touched on, all of which speak to how search technology and AI are shaping their digital workplace strategy:

• AI-powered search is critical – it plays an important role in driving efficiency and improving the overall employee experience.
• Consolidating multiple solutions into a single, powerful search platform elevates experience across departments. Benefits include cost savings, consistent experiences, and the ability to leverage data across the organization.
• Designing solutions that cater to the specific needs and workflows of different employee groups has been essential to creating a people-centric digital workplace.
• Understanding the challenges and pressures faced by various job categories helps boost productivity and fosters a culture of innovation and collaboration.

 

Epstein emphasizes the importance of getting employee feedback through tools like surveys and partnerships with different departments – both of which are crucial for understanding investment priorities. This type of team collaboration keeps HPE’s digital strategy aligned with the evolving needs of its workforce.

 

VMware's Focus on Colleague-Centric AI

 

VMware's approach to AI in the workplace is rooted in the principles of customer success and the "platinum rule" – treating others the way they want to be treated. Julia Gregson, Senior Manager of Colleague Experience & Technology at VMware explains how AI helps employees at VMware access, share, and manage information. Strategies include:

• Conducting bi-annual technology experience surveys to understand which technologies are wanted and which should be sunset.
• Combining AI-powered search with a Knowledge-Centered Service (KCS) approach which helps employees locate information from vetted content and knowledge base articles.
• Identifying and implementing tech solutions horizontally via the help of a Colleague Experience Team.
• Using customer effort scores and feedback to measure the impact of AI on employee experiences, continuously make improvements, and recognize internal subject matter experts.

 

VMware makes employee feedback core to how they prioritize and align AI investments with the evolving needs of their workforce. This enables them to identify and implement the tools that benefit employees the most. Gregson also highlights the importance of working with legal and compliance teams to ensure responsible and ethical use of employee data.

 

Measuring the Impact of GenAI

 

Throughout the webinar, this expert panel of speakers emphasize the importance of measuring the impact of GenAI investments. This is core to how VMware and HPE prioritize different AI initiatives-based. It lets the companies focus on employee needs versus implementing the shiniest new tools and technologies that may not have an impact.

 

By actively listening to their workforce and leveraging insights from internal surveys, HPE ensures that it’s investing in tools that employees want and need. Similarly, VMware relies on bi-annual technology experience surveys and customer effort scores to measure the effectiveness of their AI-powered investments.

 

This approach also enables both companies to identify areas for improvement.

 

As organizations navigate the challenges and opportunities presented by GenAI, it's clear that a people-centric approach is essential for finding the most relevant and effective technology. That requires prioritizing employee experiences and checking in frequently to make sure the tools you implement are adding value and making your employees’ lives easier. This is what enables companies like VMware and HPE to adapt to change and effectively employ GenAI for better workplace and employee experiences.

 

Don't miss this opportunity to learn from Coveo’s panel of experts as they share their strategies for creating a people-centric, AI-driven workplace. This webinar provides valuable insights about how the right technology and approach can help drive business success in the age of GenAI.