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Author's profile photo Paul PINARD

[White Paper] The Growing Impact of Conversational AI for the Digital Employee Experience

Companies in nearly every industry are under pressure to adapt to a rapidly changing environment with new technologies and the business models they support, increasing the competitive threat vectors.

Businesses need to operate on the assumption that as change becomes constant, having a highly and innately agile business operating model needs to be table stakes. Getting there requires businesses to reconcile two opposing forces: the continuing expansion (in most businesses) of their application estate, and the operational need to have more consolidation across the estate to reduce friction across work and support new ways for the workforce to operate.

Following the lead of successful customer experience (CX) strategies, conversational AI is emerging as a key component for developing a more unified digital employee experience (DEX).

In this report, we outline how applying some of the principles that have proven successful in enhancing the CX within the context of the DEX can help organizations address common challenges in employees’ day-to-day work experience, leading to improvements in efficiency, productivity and engagement, and allowing employees to focus on the unanticipated, non-routine, creative and other higher-order work goals. Conversational AI is key for driving employee engagement.
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