Workplace AI: The race to embrace

How workplace AI is delivering productivity gains and unlocking higher-value work for employees

Less than two years since generative AI exploded into the marketplace, organizations are discovering some of its transformative potential: Instead of automating away jobs, AI is showing how it is boosting job performance for knowledge workers in every major function of business.

That’s one of the key findings from Freshworks’ Global AI Workplace Report, which shows how various workplace departments are using AI on the job. The global survey of 7,000+ full-time employees, collected from March 9 to April 4, 2024, revealed how AI is providing new capabilities for knowledge workers: More than half (55%) of surveyed employees said they are currently using software applications enhanced with AI at work.

Equally revealing is the level of trust that employees are placing in AI despite ongoing questions and concerns about the technology. Nearly three in four workers surveyed (72%) trust AI to bring value to their work processes; even more (81%) trust AI because they believe its quality of work is good or it makes their team more productive.

The report confirms that AI is no longer an experimental pilot tool, but rather an active driver of substantial efficiency and productivity gains across operations and industries.

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