The world of technology is abuzz with excitement as new features powered by generative AI are popping up everywhere, symbolized by the sparkle emoji. From photo editing apps to video conferencing software, AI is like glitter that gets into everything. However, HR and IT service teams are facing challenges amidst the hype, abundance, and regulatory issues that come with AI integration.
Businesses have been quick to adopt AI in their products and workflows, with consumers both fatigued yet hungry for more innovation. Despite the fatigue, AI is proving to deliver real results in customer service and internal tools used by IT and HR teams. According to Zendesk research, 90 percent of users report positive ROI from AI tools, with 76 percent of leaders looking to AI for equipping employees with new responsibilities.
AI is proving to be valuable in employee service by improving efficiency and addressing the complexities of the modern workplace. AI agents and bots can handle routine and complex IT and HR queries, freeing up teams for more complex issues. The importance of investing in employee service is becoming increasingly clear, with a direct correlation between positive employee experience, customer experience, and business performance.
IT and HR leaders are under pressure to deliver more with less amidst economic uncertainty, needing to balance cost savings with strategic investments in security and innovation. As AI and automation show potential to enhance productivity, there are still gaps in adoption despite proven benefits. The trends driving investment in employee service in 2024 include the preparation for the future of work where AI and flexibility play major roles.
This year’s trends research highlights the focus on building AI-enabled teams, with customizable apps tailored to specific needs and cloud-based tools for hybrid workforces. HR teams are using AI for greater efficiencies and personalized user experiences, while IT teams are leveraging data-driven business decisions for maximizing productivity. The landscape of IT and HR is evolving towards flexibility, adaptability, and customization, with a need for new data measurement tools to navigate fluctuations in flexibility and AI adoption.
In conclusion, the 2024 Zendesk Employee Experience Trends Report sheds light on the importance of AI in enhancing employee service and the need for strategic investments in IT and HR tools. As the world of work continues to evolve, IT and HR leaders must adapt to the trends of AI integration, customizable solutions, and data-driven decision-making to drive business performance and enhance employee experience.
