Artificial Intelligence (AI) dramatically enhances customer services, but without proper understanding of the technology, brands cannot take full advantage of these tools.

Heavily invested in by many CX leaders over the last several years, AI technology has brought significant productivity boosts, as well as cost reductions, to contact centers and field service operations. However, the successful integration of these tools hinges significantly on AI literacy within organizations.

A study by LinkedIn found that only a third of leaders prioritize AI training in their organizations, which means many employees today lack the understanding and skills to utilize this technology to the fullest. As employees find their roles transforming due to this technology, CX leaders must bridge their organization’s growing AI skill gap to remain competitive and benefit the most from these tools.

The current state of AI literacy

Entailing the ability for someone to effectively and responsibly understand, utilize, and guide AI tools, AI literacy has become a vital part of any digital transformation today. Despite this, limited AI experience has become the most significant barrier to successfully adopting this technology.

AI literacy in the workplace: challenges and opportunities

With the race to implement GenAI intensifying, workers skilled in AI and data analytics are in high demand, but the talent pool is small and competitive. As a result, many brands currently lack the expertise needed to jumpstart their transformations. If organizations focused efforts on developing AI skills within their own employee pool instead of competing to hire externally, it could be a more sustainable solution.

Although AI upskilling is mentioned as a top priority for organizations, most companies lack training programs to educate and familiarize employees with AI tools, leading to anxiety and potential misuse of this technology. In addition, the AI landscape sees new developments almost every day, making it tough for even AI experts to stay up-to-date on the latest advancements.

To improve AI literacy, there are several steps an organization can take:

Establish employee trust

With AI potentially delivering biased or incorrect results, many agents and technicians understandably have concerns about what their workspace will look like once AI tools are introduced.

Before any training begins, CX leaders should first address the potential ethical challenges caused by AI, and be open about what will be done to circumvent them. This commitment will not only alleviate employees’ anxieties, but also build their trust during these transformations.

Invest in AI training & upskilling

Although concerns about AI persist in the workplace, around 80% of employees³ are looking forward to learning how to leverage the technology in their work.

Through in-house workshops and department collaboration, CX leaders should educate employees on how AI can reduce monotonous tasks like reports and scheduling. By cultivating a culture of continuous learning, employees will become more confident when using AI, while also prioritizing high-value activities that help maximize AI investments.

Make AI a core component of CX strategies

AI literacy should also extend beyond just one department or goal, being woven directly into an organization’s core CX strategy.

Promoting AI tools and literacy across the entire organization will help enhance employee collaboration and initiatives across the organization. It will also help drive long-term growth by ensuring workers proactively leverage AI and shape the organization’s future direction.

Optimize your AI transformation with eClerx

As experienced organizations begin to see significant CX results from their GenAI initiatives, AI literacy has become the key to success in today’s competitive environment.

With decades of client success, eClerx has established itself as partner of choice for smooth AI transformations. Our experts leverage their deep domain experience to deliver tailored assistance and introduce the right AI solutions for our clients. Our team also follows Microsoft’s Responsible AI Standard v2 with GenAI360, eClerx’s proprietary GenAI solution, to ensure our tools adhere to ethical principles and government regulations.

Start your brand on the path to greater AI literacy

Want to discover more about how we can improve your employee’s understanding of AI? Contact us today, and our team of technology consultants will reach out to discuss your organization’s needs and create a custom solution tailored specifically to your needs.

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