Blog | 03 May 2024
Let AI support the employee experience
Artificial intelligence (AI) is now at the heart of many businesses. One of the aims? To revolutionise the digital employee experience. By implementing AI, companies can not only improve efficiency but also create deeper, more personalised interactions that boost both engagement and well-being in the workplace.
A good employee experience contributes to the customer experience
Everyone is convinced that they need to work with AI, but many are unsure how and where to apply it in the digitalisation process. The big challenge for many businesses is to determine how AI technology can transform ordinary work processes into digital experiences that both simplify and streamline. As with any investment, we need to tie it to a process we want to simplify or improve.
I've recently come across some great customer examples where AI (through Rek.ai and OpenAI) has been added to the employee experience in Sitevision to enhance the customer experience.
Example 1: Member recruitment
A large membership organisation has trained an AI model on its manifesto and offer, allowing employees to use it as a tool to recruit new members. Through an AI chat, employees can quickly and easily stay updated on various topics and also receive customised responses based on tone and audience.
Example 2: Customer service
A retail chain uses AI to provide better and faster customer service by increasing the relevance of the employee search experience. The AI takes into account who is doing the search and where on the intranet the search is done from. If it is a store worker doing the search, it is highly likely that they are in a customer meeting. If the search comes from a product page instead of an HR page, it is more likely that the person is in a customer meeting and looking for additional product information.
Example 3: Strengthening brand and campaigns
A company that works a lot with advertising and campaigns has implemented its own prompter in Sitevision where all employees can get help with getting generated posts to spread in social media. The employee can choose the platform on which the post is published, the tone of voice, whether it should contain emojis, hashtags and how long the post should be.
Benefits only
All three examples have clear links to business processes and business. By simplifying the work of employees, they also create more incentives for engagement and well-being, which in turn contribute to a better customer experience.