According to a new white paper by Everest Group in partnership with IPsoft, Artificial Intelligence technologies can greatly enhance the Employee Experience (EX) within enterprises.
Automation, conversational interfaces, and analytics can drive employee engagement and revenue growth, according to new report from Everest Group and IPsoft
NEW YORK (August 6, 2018) — Artificial Intelligence technologies — including automation, analytics and conversational interfaces — can greatly enhance the Employee Experience (EX) within enterprises, resulting in a more engaged workforce, competitive advantage and revenue growth, according to a new white paper unveiled today by Everest Group in partnership with IPsoft, the leader in Enterprise AI.
The white paper, “Reimagining the Employee Experience in the Age of Artificial Intelligence,” identifies key enabling technologies that can improve EX, which in turn can drive higher employee satisfaction, greater productivity and higher profitability. Enterprises that improve EX are found to be “four times more profitable than those that don’t,” according to Everest Group.
“While individually these [AI] technologies offer value, the real impact on EX and ultimately business value — comes from bringing them together. Together, these technologies support a next-generation workforce,” the white paper states.
The report provides examples of how AI technologies can be used in several employee workplace scenarios to improve EX, and the associated business benefits. The paper also showcases a leading hotel company that uses IPsoft’s Amelia as a virtual agent to quickly resolve employee IT service desk queries. The implementation of Amelia resulted in more than an 80 percent reduction in the time taken for identity authentication, and a 30 percent increase in first contact call resolution. Results like these leads to faster IT service for employees, who can avoid losing time on dealing with IT support issues and instead remain focused on their jobs.
Improving Employee Experience with IPsoft’s AIOps (formerly 1Desk)
The AI technologies highlighted in the Everest Group report are part of IPsoft’s AIOps platform, which is designed to improve EX by driving end-to-end efficiencies within an organization, and by removing unnecessary and time-consuming steps from cumbersome internal service systems.
“Everest Group has provided further confirmation that AI technologies will power radically different business operations through fully automated end-to-end processes,” said IPsoft CEO Chetan Dube. “Just as our products can deliver revolutionary experiences to external customers, [AIOps] can bring new efficiencies and time savings to enterprise employees at a scale never before possible.”
Amelia is the conversational interface for AIOps, allowing employees to speak and chat in natural language and quickly receive support for HR, Finance, IT and other issues. Virtual engineers work with human colleagues to identify patterns and create new automated processes that are infinitely scalable, and that can complete repetitive tasks efficiently.
With AIOps' automation and cognitive interface, employees can quickly execute business processes, and continue with their work without logging a ticket, consulting an employee handbook or manual, or waiting in a help desk queue. “Organizations should take advantage of AI’s capability in creating a work environment that supports broader corporate goals of increased employee satisfaction, product/service speed-to-market, improved customer experience and loyalty, and faster revenue growth,” the white paper states.
Everest Group previously rated IPsoft as the leader in IT operations automation.
About Everest Group
Everest Group is a consulting and research firm focused on strategic IT, business services, and sourcing. We are trusted advisors to senior executives of leading enterprises, providers, and investors. Our firm helps clients improve operational and financial performance through a hands-on process that supports them in making well-informed decisions that deliver high-impact results and achieve sustained value. Our insight and guidance empower clients to improve organizational efficiency, effectiveness, agility, and responsiveness. What sets Everest Group apart is the integration of deep sourcing knowledge, problem-solving skills and original research. Detail and in-depth content are available at www.everestgrp.com.
Amelia is a leading Enterprise AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.