The world of employee productivity is undergoing a rapid evolution, largely driven by advancements in AI. With the technology today remaking end-to-end HR initiatives, transforming work flows, and raising experience.

With the hybrid workforce becoming the norm and businesses seeking ways to work smarter, AI-driven self-service platforms have emerged as a crucial tool. The panel consisting of Shveta Srivastava, General Manager and Head of Employee Experience Transformation at Wipro, Isaiah Das, Head of My HR and Digital Service at Standard Bank, and Danielle Magnusson, Director of Solutions Consulting, Employee Workflows, ServiceNow explored the evolving definition of productivity, how AI is empowering employees, and the best practices for leveraging AI for enhanced workplace performance.

The evolution of productivity in the AI era

One of the key questions addressed during the webinar was how the concept of productivity has shifted in the post-pandemic era. Traditional definitions of productivity focused largely on output versus effort, but the rise of AI is reshaping this understanding. According to Shveta, the core of productivity hasn't changed: it’s still about achieving more with less. However, the way AI enables this shift is by reducing time spent navigating complex systems and workflows. "AI should help employees achieve their goals more efficiently, allowing them to focus on meaningful tasks rather than routine processes," she explained.

Similarly, Isaiah emphasized the role of AI in simplifying employee experiences. For him, productivity isn’t just about output—it's about the employee experience and reducing the manual effort required for core tasks. "AI supercharges productivity by reducing toil, allowing employees to focus on driving business forward," he said.

Leveraging AI to streamline workflows

Danielle discussed how ServiceNow has helped organizations implement AI-driven solutions to automate high-volume, low-value tasks. By using data-driven insights and AI businesses can prioritize automation efforts effectively and ensure employees are able to create more value.

For companies looking to replicate these success stories, Danielle emphasized the importance of focusing on the right problems. “The key is making sure you’re solving the right problems,” she said. By leveraging AI tools to address high-priority challenges, organizations can unlock significant productivity gains.

Key considerations for choosing AI Solutions

The experts also provided valuable insights into selecting the right AI tools for driving productivity. When choosing AI technology, Shveta stressed the importance of scalability and adaptability. With large organizations, scalability ensures the technology can handle vast volumes of users simultaneously. Furthermore, adaptability ensures the solution can integrate seamlessly with other platforms and workflows, preventing fragmented user experiences.

"The technology should adapt to your needs rather than forcing employees to navigate different systems," she explained.

Isaiah added another layer to this conversation, emphasizing the importance of interoperability. As businesses adopt AI for various use cases, ensuring that these tools work together cohesively is crucial for creating a seamless employee experience. Isaiah also recommended conducting experiments or proof of concepts (POCs) to test AI solutions in real-world scenarios before full-scale implementation.

Improving return on AI investments

One of the challenges organizations face when adopting AI technologies is justifying the return on investment (ROI). Isaiah pointed out that businesses need to align AI investments with broader business goals. For example, at Standard Bank, they recently implemented generative AI for year-end employee reviews. By streamlining this process, the bank saved time and improved efficiency, allowing managers to focus on more strategic tasks. However, the feedback from employees about whether AI-generated feedback felt "genuine" highlighted the importance of balancing automation with human involvement.

Danielle echoed this sentiment, noting that AI’s ROI isn’t always immediately tangible. Instead, companies should focus on how AI aligns with long-term business goals. By investing in AI tools that solve specific productivity challenges, organizations can improve their workforce's performance and, in turn, their bottom line.

The future of AI and productivity

We are still at the beginining of this story. Organizations are still exploring AI's full potential, but early adopters are already seeing impressive results in efficiency, employee engagement, and strategic initiatives. For those just starting their AI journey, taking a thoughtful, data-driven approach and being willing to experiment with different use cases to discover the full value AI can bring.

As organizations continue to adapt, AI-driven self-service platforms will play an increasingly pivotal role in unlocking success and raising productivity to new heights.