One of the valuable uses arising from Artificial Intelligence (AI) deployment is its ability to improve employee productivity.
In a recent study by Gartner, it was discovered that in three years’ time 70 percent of organisations will adopt AI to improve employee productivity.
In another Gartner report, it was indicated that 37 percent of organisations have already implemented AI in some form. Whereas only four years ago, this figure was 10 percent — representing a 270 percent growth rate in just four years.
While it is easy to think of job-replacing robots and driverless cars, an example of AI that is more imaginable at scale in the near-term is chatbots.
Chatbots are virtual agents that can handle customer queries online but can also deduce their needs and interact with a business’ other systems to find answers.
These tasks can range from referring website visitors to the right page to help answer their query to updating a business’ systems.
Gartner’s research vice president, Van Baker has said,’ Chatbots are time-saving and easy to interact with, as they use natural language processing, reduce error rates associated with humans and improve customer engagement’.
Industries that serve large numbers of customers have been quick to take up the technology with 52 percent of telecommunications companies and 38 percent of healthcare providers deploying chatbots.
A report from McKinsey has predicted the travel industry will be the industry that could benefit the most from AI with an incremental value benefit of 128 percent.
ASX-listed AI software company, LiveTiles (ASX: LVT) are making the first move into this industry, with the recent launch of its Gate Agent Assistant Bot.
The Gate Bot will help frontline airport staff obtain information from the airline’s database including retrieving passenger details and handling flight changes. It will also determine issues to be escalated.
The bot is likely to reduce queue times for passengers but will also free up the time of the gate agents, thus increasing their productivity.
LiveTiles’ AI technology isn’t just being used in the travel sector. Its intelligent workplace software is being used by nearly 600 businesses globally in a variety of sectors including government, education, retail, construction, real estate, professional services and more.
The purpose of its technology isn’t about reducing staff, it is about helping staff better navigate, communicate and collaborate.
Its workplace software helps employees find resources quickly, answer simple questions, such as ‘how much of my holiday do I have remaining?’ and for multiple systems to be accessed in one place – which can be a nightmare in complex businesses with multiple platforms and systems to navigate.
Its chatbot solution, which is powered by Microsoft’s Azure Bot Framework, has transformed the productivity of multiple customers’ employees.
Australian jeweller, Michael Hill, has been using LiveTiles’ chatbot solution across its stores.
Daniel Hawkins, Michael Hill’s Global IT Operations Manager is very complimentary of the solution, saying, “there’s now this one place, this knowledge base, that has everything our people need on an intuitive and stunning dashboard. People are finding what they want, and we know it’s working because we’re not seeing as many IT requests.”
Expanding chatbots to airports will be a different challenge for LiveTiles, but CEO Karl Redenbach believes LiveTiles is well equipped to meet the challenge.
“Our solutions have helped nearly 600 businesses globally improve productivity in various industries,” said Redenbach.
“We have a number of major commercial airlines using our solutions, including Virgin Australia who are transforming their intranet with our platform.”
“This new solution, however, will revolutionise the way airlines design their gate process – a real world use case on how this industry will incorporate AI in their technology to optimise the experience of employees and customers,” he said.
The University of Canberra has also sung the praises of LiveTiles and has recently signed up to deploy a number of new chatbots to better improve the experience for both the staff and the students.
The bots are expected to free up time for staff to spend more one-to-one time with students and to make it simpler for students to find answers for straightforward queries – freeing up their time to study.
These are all real-world examples of how AI innovations are helping businesses to improve employee productivity, but not in the sense that it will replace workers.
Rather it will help businesses help its employees, and in turn its employees will be better equipped to assist its customers.
This content is produced by Star Investing in commercial partnership with LiveTiles. This content does not constitute financial product advice. You should consider obtaining independent advice before making any financial decisions.
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