
Transforming Enterprise Operations with AI
Accenture and ServiceNow are collaborating with Hitachi Energy to bring a transformative approach to enterprise operations using AI. As companies increasingly recognize the necessity of incorporating AI into their operational frameworks, the partnership aims to enhance the efficiency of processes while ensuring the human element remains at the forefront of this technological evolution.
Proving AI's Value in Diverse Ecosystems
As organizations invest in artificial intelligence, articulating and demonstrating real value through its implementation becomes crucial. Alex Herttrich, from Accenture, highlighted the trials faced during the first few months of integration, emphasizing the need to align ServiceNow’s capabilities with Hitachi's overarching strategy of enterprise transformation. By effectively positioning ServiceNow as key to Hitachi's operational strategy, Accenture aims to foster a robust integration of AI that delivers measurable benefits.
Enhancing Employee Experience through Self-Help Tools
The successful adoption of new technology often hinges on user buy-in. The integration of self-service solutions, particularly in IT support, has proven effective in promoting trust in automated systems. By addressing common employee frustrations such as VPN resets and password conflicts via a user-friendly virtual assistant, Hitachi Energy aims to enhance employee satisfaction. Marcelle Howard, from ServiceNow, explained that developing a seamless experience was essential for encouraging employees to embrace the new tools.
Shifting Engagement Strategy
Initially, user engagement with the AI solutions was low, indicating a need to rethink strategies. Enhancements like real-time translation and guided support options helped to revamp the user experience. When users are equipped to access comprehensive knowledge and personalized assistance directly, the perception of automated support transforms significantly. According to Herttrich, shifting from a randomly assigned agent to a contextually aware AI agent creates a more engaging and efficient help experience.
Looking Forward: The Future of AI in Business
As Hitachi Energy continues to pave its path toward digital transformation, the lessons learned from the initial deployment serve as valuable insights for other enterprises contemplating a similar digital shift. The gradual embrace of AI by employees, facilitated through thoughtful enhancements, may set a precedent for how companies strategically implement technology to foster a more productive workplace.
In an era where AI is becoming an integral part of operational strategy across various sectors, understanding its impact on human interaction will shape the future landscape of business productivity. For organizations seeking to leverage this technology, engaging employees and ensuring their comfort with AI tools through gradual integrations and supportive infrastructures will be essential.
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