The image of a sleek robot arm assembling a car on a factory floor is a familiar trope of science fiction. But artificial intelligence (AI) is quietly infiltrating a different kind of workplace: the realm of knowledge workers. A new survey by Freshworks, polling over 7,000 salaried knowledge workers across the US, the UK, Netherlands, Germany, France, Singapore, Australia/New Zealand, India, United Arab Emirates, Mexico, Colombia, and Brazil, dives deep into this transformation, revealing a fascinating story of growing adoption, sprinkled with both enthusiasm and trepidation about the future of work.
AI adoption on the rise
Across industries and departments, AI is making its presence felt in a measurable way. The survey data shows that over half (55 per cent) of the respondents reported using AI-powered software applications at work. This infiltration is particularly evident in IT departments, where a staggering 85 per cent of workers leverage AI tools. Marketing (80 per cent) and HR (69 per cent) follow closely behind, highlighting the expanding reach of AI across various business functions. Interestingly, even traditionally risk-averse legal departments are embracing AI, with nearly half (45 per cent) using AI tools on a weekly basis.
Generative AI takes centre stage
One of the most surprising findings from the survey is the widespread use of generative AI tools like ChatGPT. A third of all workers (33 per cent) reported using these AI-powered assistants, with marketing (41 per cent), IT (39 per cent) followed by Sales (34 per cent) and Human Resources (31 per cent) leading the charge. This suggests a significant shift towards AI-powered content creation and communication, potentially streamlining workflows and boosting efficiency. Imagine a world where marketing teams can leverage AI to generate draft social media posts or IT departments can utilise AI to automate technical report writing – the possibilities are vast.
AI’s impact on productivity
The data speaks for itself – employees estimate that AI saves them nearly 3 hours and 47 minutes per week. This translates to a significant chunk of time freed up for higher-level tasks and strategic thinking. Companies are taking notice too, with nearly all senior leaders (95 per cent) tracking the impact of AI on key performance indicators (KPIs) like productivity (52 per cent), quality of work (47 per cent), and customer engagement (34 per cent). This focus on measuring AI’s impact suggests a strategic approach to AI adoption, ensuring it delivers a tangible return on investment.
The measurement gap
Despite the clear benefits, a significant hurdle remains. Over a third of employees (37 per cent) admit they lack good metrics for tracking AI’s effectiveness. This highlights the need for companies to develop standardised methods for measuring AI’s impact alongside the development and implementation of new AI tools. By establishing clear metrics, organisations can ensure they’re not simply throwing darts in the dark when it comes to AI adoption.
Collaboration is the key
While some fear AI as a job-killer, the data suggests a more nuanced picture. Nearly 70 per cent of workers believe humans need to be involved throughout the AI process to ensure quality work. This is reflected in the high number of employees actively developing their AI skills (70 per cent) and implementing processes for human review of AI outputs (51 per cent). The key seems to be striking a balance – leveraging AI’s power while ensuring human oversight and ethical implementation. Imagine a future where AI handles the mundane tasks, freeing up human workers to focus on creativity, problem-solving, and strategic thinking – a future built on collaboration, not competition.
A tale of two worlds
Interestingly, the survey reveals significant regional differences in AI adoption. India and the United Arab Emirates (UAE) lead the pack in AI usage (75 per cent), comfort level (88 per cent), and trust in AI’s value (86 per cent). This stands in stark contrast to the United States, which ranks last globally in these areas (50 per cent, 59 per cent, and 61 per cent respectively). This suggests a more AI-positive work culture in certain regions, potentially fuelled by increased investment in AI tools and training. Imagine a world where some countries are embracing AI with open arms, while others are still grappling with its potential impact.
The generational divide: Millennials vs. Baby Boomers in the age of AI
The survey also highlights a generational divide when it comes to AI. Millennials are leading the charge in AI adoption and upskilling, with 75 per cent looking to grow their AI skillsets compared to only 54 per cent of Baby Boomers. This trend is reflected in hiring practices as well, with 70 per cent of employees in India and the UAE believing that new hires need some level of AI experience, compared to only 33 per cent in the US. This suggests a future workforce where younger generations are better equipped to navigate the world of AI, potentially impacting hiring strategies and training programmes across the globe.
