Survey of 4,000 U.S. and U.K. employees finds more than 40%
think GenAI can help them find things faster and personalize their
intranet use
MONTREAL, LONDON and SAN
FRANCISCO, June 25, 2024 /PRNewswire/
- Coveo (TSX: CVO), the leading enterprise AI platform
that brings AI Search and generative AI (GenAI) to every
point-of-experience, enabling remarkable personalized digital
experiences that drive business outcomes, today released its fourth
annual Coveo EX Industry Report. The report, "Can GenAI
Empower Employees to do More on Their Own?," is based on a
survey of 4,000 U.S. and U.K. adults aged 18+ who use a
computer in their work for companies with 5,000+ employees.
Conducted in partnership with Arlington Research, the research
examines the entire digital employee experience journey, exploring
the effect of information flow on work quality and ultimately
customer experience. The report also dives into how GenAI trends
are shaping employees' expectations of the digital workplace – and
how some are breaking the rules, known or not.
Findings reveal that employees are optimistic about GenAI
solving the information gap by speeding up answer finding. In fact,
more than two-fifths (42%) say finding relevant information faster
or personalizing the intranet for their own specific needs would
help in their everyday work. Notably, more than half of field
support and 50% of sales expressed the desire to use GenAI to
better serve customers and prospects. Additionally, 40% of those in
customer service and support said generative tools can help them
spend less time searching so they can resolve cases faster.
"With trends like 'quiet cutting' permeating today's workforce,
it's no surprise employees are worried if they have the best and
most current information to do their jobs effectively," said
Patrick Martin, EVP of Global
Customer Experience and GM of Knowledge and Service at Coveo. "The
lack of trust and guardrails for using AI tools can lead to
increased inefficiencies and risk as employees scour internal
systems or use potentially untrustworthy tools. In this study, we
found that employees are excited about the role GenAI can play in
empowering employees with a knowledge tool to gather relevant
information quickly. But GenAI is not a bolt-on — enterprises need
to consider the full infrastructure needed to deliver accurate and
trustworthy answers."
Findings in the latest installment of Coveo's
2024 Employee Experience Industry Report
include:
- Humans preferred – employees continue to be the foundation
of a great customer experience, but many feel they are not well
equipped to meet this challenge. When customers do prefer
self-service, 64% of them say the experience would be improved if
they had a human on standby should something go wrong.
Unfortunately, employees don't feel well-equipped to meet those
customer needs.
- Lacking the right information at work leads to frustration
and burnout. With increasing workplace data, employees feel
overwhelmed when they can't find what they need to do their jobs.
One-third (34%) reported frustration and burnout due to inadequate
tools, and 30% felt less confident in their work quality and
information sharing.
- Knowledge of GenAI workplace policies is
limited. Nearly 60% of respondents in the US and UK said
their workplace lacked a GenAI policy or they were unaware of one.
Interestingly, awareness was highest among executive and senior
management (75%), while junior staff at the largest organizations
were least likely to be informed.
- While companies evaluate GenAI tools, employees are forging
ahead using publicly available (and potentially untrustworthy)
tools. Compounding the situation, the use of non-permitted
tools is high amongst those in IT (24%), and executive leadership
or software development (21%). While executives and the tech savvy
see the potential in GenAI, this only further emphasizes that
companies must clarify the rules and risks around the use of public
generative tools. Of note, such public tools can retain enterprise
information — and even train their models on it.
- Is it a hallucination or not? Employees often can't
tell if they've encountered a GenAI hallucination. One-quarter
of respondents said they had, while almost a third were unsure.
These realistic hallucinations are hard to spot and can pose a
significant risk to companies already facing information overload,
potentially bogging down employees with inaccurate information and
potentially making their way to customers.
- Employees are keeping guardrails up due to a lack of trust
in GenAI tools. Over one-third (36%) always fact-check
generated answers. Both staff and management trust
enterprise-approved tools more than public ones but still
fact-check (38% for management, 34% for staff). While curious about
GenAI, employees seek a reliable tool they can trust.
To download the full report, please visit the Coveo
website.
About Coveo
We strongly believe that the future is
business-to-person. That experiences are today's
competitive front line, a make or break for every business. We also
believe that remarkable experiences not only enhance user
satisfaction but also yield significant gains for enterprises. That
is what we call the AI-experience advantage – the degree to which
the content, products, recommendations, and advice presented to a
person online aligns easily with their needs, intent, preferences,
context, and behavior, resulting in superior business outcomes.
To realize this AI-experience advantage at scale, enterprises
require a robust, spinal and composable infrastructure capable of
unifying content securely and delivering AI search, AI
recommendations, true personalization, and a trusted generative
experience at every touchpoint with each individual customer,
partner and employee.
Coveo is dedicated to bringing this advantage to every
point-of-experience, using powerful data and AI models to transform
the enterprise in commerce, customer service, website and
workplace.
The Coveo platform is ISO 27001 and ISO 27018 certified, SOC2
compliant, HIPAA compatible, with a 99.999% SLA available. We are a
Salesforce ISV Partner, an SAP Endorsed® App, an
Adobe Gold Partner, MACH Alliance member and a Genesys AppFoundry
ISV Partner.
Coveo is a trademark of Coveo Solutions Inc.
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SOURCE Coveo Solutions Inc.