Over recent years there’s been a growing buzz around Artificial Intelligence (AI) and what implications it’ll have for the future of the human workforce. AI is beginning to touch everything we do in our day-to-day lives. From Siri to Alexa, it’s now become a household norm.

SwissCognitiveBut our recent SalesTech report highlighted that there is a divide in opinion when it comes to AI adoption, with just 47% of Brits and 55% of Americans currently using AI in the workplace. Moreover, this trend also transcends into people’s personal lives with 62% of Brits and 64% of Americans using AI for non-work-related tasks. It’s clear that Brits are more guarded when it comes to AI, with just 40% of Brits using it to help them plan their day compared with 45% of Americans. Looking to the future is exciting, but for businesses to succeed they need to remain pragmatic in their approach. So how can businesses ensure that they harness technology in the right way? And what are the real benefits of automating the right tasks?

Reducing unnecessary costs

Many organisations are eager to explore how they can build AI into their customer-facing operations. One of the most appealing reasons is that it offers speed and efficiency, eliminating cumbersome manual steps for employees and reducing wasted time. The process of streamlining makes everyone’s lives easier, and the cost saving potential is a real draw for organsations as they strive to manage their bottom line. Take EY for example, which has recently implemented AI into its business practices, using AI has helped the company to eliminate repetitive tasks and has saved thousands of hours of employee time and employer money.

How to harness technology

The fact is that humans are expensive to employ; the cost of salaries, benefits, pensions and ongoing training means employees have a big financial impact on a business – a problem that can be easily remedied through smart AI adoption. For customer-facing employees, particularly those who deal with high volumes of complaints, there is value in technology in automating mundane tasks, for example, research, administrative, and record maintenance activities. By streamlining repetitive tasks, employees can focus on more meaningful work, completing duties that require human empathy and insight. Our research highlighted that both in the UK and US, data automation was viewed the most worthwhile use of AI technology, with 53% believing it would directly benefit their organisation.  […]