AI has the potential to improve communication between frontline employees and leaders by helping executives gather feedback on an unprecedented scale. A good employee experience fuels a good customer experience, and AI can help empower workers to put in their all.
Nearly 3 in 5 leaders said they want to use AI to facilitate more effective feedback loops to learn from employees, according to a roundtable discussion with 142 senior leaders held by Deloitte Digital and Natter. However, the ethical use of AI for data security and privacy was a concern for nearly 3 in 5.
Leaders must build trust with employees as they introduce AI-powered CX tools, experts told CX Dive.
Research has found that workers see their employer as two times less empathetic and human after AI is introduced into the workplace, according to Amelia Dunlop, CXO at Deloitte Digital.
“That's something we think is really important for leaders to pay attention to because a lot of AI use cases don't necessarily start with the customer,” Dunlop told CX Dive. “They start with the employee.”
AI can easily come across as intimidating rather than empowering, according to Charlie Woodward, CEO and co-founder of Natter. Employees have understandable concerns about the privacy and security around AI, just like customers.
Tools like post-call analysis are designed to record conversations to help deliver better customer experiences, but workers may be concerned that they record employee performance as well.
While AI can help leaders understand what’s really happening on the frontlines and empower more productive workers, executives need to ensure they have the employee buy-in necessary to make these tech investments work, according to Dunlop.
Bringing employees onboard is a matter of introducing AI tools that not just help them deliver better customer experience, but make their jobs easier at the same time, Dunlop said.
“Let's start using AI to solve those problems and make their lives better, and then we'll have greater adoption and greater sense of trust,” Dunlop said.
