Will AI Eliminate Jobs or Improve Contact Center Efficiency?

This article was written by Marli Tucker, Content Specialist at Kore.AI, a Genesys AppFoundry Partner.

If you’re waiting to see how artificial intelligence (AI) is changing the way we work, there’s no need to. It already has. Just a quick search about AI in the workplace, and you can scroll through results of “Will AI steal my job?” and “fears of being obsolete,” showcasing increased anxiety about the technology in the workplace.

With situations like CEOs replacing 90% of support staff with chatbots or major companies like Samsung enforcing strict measures against employees because of a ChatGPT data leak, it’s reasonable to feel a bit uneasy about the role of AI in our workplaces.

Should We Use AI in the Workplace?

A recent study from the American Staffing Association (ASA) highlights that one in three Americans are already using AI in their jobs. That’s a big change from how people felt about AI just a few years ago.

Generative AI, in particular, has some incredible benefits for the workplace that are worth exploring, like making difficult jobs easier and more pleasant for employees.

For enterprises, generative AI could add the equivalent of $2.6 trillion to $4.4 trillion annually across 63 use cases.

The Problem with the Current Use of Workplace Tech

Without a doubt, technology already has a major influence on our work habits. It controls how, where, and how fast we can work. From enabling remote work to video chat and conference tools, tech has transformed our everyday and professional lives.

As new AI tools are introduced to help us at work, does this new tech make work more pleasant and efficient — or is it causing stress and reducing job satisfaction?

Common Workplace Tech Problems:

• Too many tools, not enough time: Managing several different apps wastes valuable time and creates information overload.
• Outdated software: Laggy, clunky programs make even simple tasks frustrating. Specialized tools often rank the worst in terms of performance.
• Work that’s mundane: Employees crave challenging tasks, but many tools bog them down in repetitive work.
• Gen Z woes: This tech-savvy generation expects smooth, user-friendly tools, and they’re not impressed with systems that don’t meet this.

How to Use AI for a Better Workplace

While outdated tools cause frustration, there is a way to work smarter, not harder. As a support tool, not a replacement, AI can automate mundane or specific tasks like data entry or scheduling, freeing employees to focus on what they do best: strategic thinking, problem-solving, and relationship building.

By embracing AI as a supportive tool, we can create a work experience where employees feel valued while maximizing their skills.

Benefits of Using AI as a Support Tool:

• Free up time: AI automates repetitive tasks like data entry, scheduling or report-generation. This frees up valuable time for employees to focus on higher-level activities that require creativity, strategic thinking and problem-solving skills.
• Boost efficiency: AI can analyze vast amounts of data sets to identify areas for improvement in workflows or predict potential roadblocks. This empowers employees to make informed decisions and complete tasks more efficiently.
• Personalized support: AI-powered tools can recommend relevant training paths based on each employee’s needs and goals. This fosters continuous learning and career development, keeping them engaged and motivated.
• Improve communication: AI-powered chatbots can answer basic questions and troubleshoot issues, freeing up HR or IT staff to handle more complex inquiries. This allows for faster and more efficient communication within the organization.
• Reduce workload: AI can support a better work-life balance for employees, leading to less stress and burnout. This creates a more positive and productive work environment.

Overall, AI acts as a valuable colleague for employees, allowing them to focus on their strengths and contribute to the organization in a more meaningful way. This translates to a more positive employee experience, increased productivity, and improved business outcomes.

Why AI Might Be Right for Your Business

In the end, it’s not just about having the latest technology; it’s about having the right technology to add value to your employee experience. That’s ultimately the best way to get a more engaged, satisfied, and productive workforce.

As AI evolves, it’s understandable to question its role in the workplace. That means making sure businesses adopt AI solutions that are safe and responsible.

Genesys AppFoundry^® partner Kore.ai integrates seamlessly with the Genesys Cloud™ platform. With Kore.ai, you can:

• Automate guidance in over 100 languages.
• Use a conversational IVR system that feels like a real human interaction.
• Have 24/7 customer service and support with advanced self-service capabilities.
• Use a fully customizable natural language understanding model that includes options for using large language models (LLMs) from OpenAI.

To learn more, see the Kore.ai solution in the AppFoundry Marketplace check out these resources:

Use AI-powered IVR with Kore.ai Gateway

Improve Agent Experiences with Kore.ai AgentAssist

Manage high volume with Kore.ai Automation