The Internal Value of AI Self-Service for Businesses

Eve

October 29, 2024

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min read

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Picture this: You're at the airport, faced with two choices - a long queue for the check-in counter or a sleek self-service kiosk. Which do you choose? If you're like 81% of people, you'll opt for self-service without hesitation. Now, imagine bringing that same efficiency and autonomy into your workplace; sounds good doesn't it? Well, welcome to the future of internal operations, where AI-powered self-service is quietly revolutionising how businesses function from the inside out.

While the spotlight often shines on customer-facing AI applications, the real magic is happening behind the scenes. AI self-service is transforming organisations into agile, high-performance machines, and forward-thinking executives are taking notice. From HR to IT, finance to operations, AI self-service is rewriting the rules of internal efficiency. It’s not just about cutting costs or saving time; it’s about unleashing the full potential of your organisation.

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So, are you ready to join the revolution? Let’s dive deeper into how AI self-service is transforming businesses from the inside out and why you can't afford to be left behind.

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Boosting Employee Productivity

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A McKinsey study recently revealed that AI technologies could automate up to 45% of work activities. That’s nearly half the workday freed up for tasks that truly add value.

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The idea of your team spending less time buried in emails and more time driving innovation might sound ambitious, but with AI self-service, it’s entirely achievable. Whether seeking the latest details on legislative guidelines, a quick fix for a spreadsheet query, or information on the company's parental leave policy, an AI-powered internal search tool eliminates the need to wade through outdated documents or lengthy email chains. Instead, they receive instant, reliable answers, resulting in a workforce that is not only more productive but empowered to act independently.

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When employees have immediate access to accurate information, decision-making processes accelerate. This productivity boost isn't just about doing more in less time; it's about enabling employees to engage more deeply with their work and tackle complex challenges.

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By 2030, analysis finds that about 27 percent of current hours worked in Europe and 30 percent of hours worked in the United States could be automated

The empowerment that AI self-service brings doesn’t just boost productivity - it significantly enhances employee satisfaction. With AI handling the time-consuming task of sifting through information, employees can focus on the aspects of their roles that truly demand their attention and expertise. No more searching for a needle in a haystack; instead, employees are free to engage with the work that brings them the most fulfilment.

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This heightened engagement has a direct impact on the organisation’s success. Research shows that engaged employees consistently show up with greater dedication to quality and service, helping to strengthen customer relationships and drive organic growth. In fact, highly engaged teams experience a 10% increase in customer ratings and an 18% boost in sales. These teams are more attuned to customer needs, more vigilant about adhering to processes and standards, and more focused on maintaining high-performance systems.

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The cumulative effect of these behaviours is clear: highly engaged business units see a 23% improvement in profitability. By freeing employees from mundane tasks and enabling them to focus on meaningful work, AI self-service becomes a catalyst for both personal satisfaction and organisational success.

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Engaged employees make a point to show up to work and do more work - highly engaged business units realise an 81% difference in absenteeism and a 14% difference in productivity.

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Enhancing Knowledge Management

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A business cannot be both agile and siloed. When knowledge isn’t shared freely, employees miss out on the diverse perspectives needed to drive innovation and problem-solving. Unfortunately, a reluctance to share information is all too common - whether it’s due to a protective mindset, internal competition, or simply a lack of structured communication - this hesitation creates serious barriers to learning and performance. When knowledge is hoarded, opportunities for collaboration are lost, bottlenecks form, and decisions are made with incomplete information. As a result, people are often left waiting for the data they need, wasting time and growing frustrated as they struggle to work without access to the collective insights that could enhance their effectiveness.

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According to a Gallup study, only 30% of U.S. and 36% of European workers strongly agree that their coworkers share knowledge, and only one in four employees from Europe (24%) and 19% in the U.S. strongly agree they are "satisfied with cooperation between my department and other departments" at their organisations.

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An AI-powered self-service tool addresses these challenges by serving as a centralised knowledge hub. It ensures that essential insights are readily available in real time, eliminating the risk of knowledge being locked in silos or lost when key employees leave. Take, for example, a marketing team preparing for a new campaign. Instead of relying solely on brainstorming sessions, scouring the internet for data, or waiting for input from other departments, they can query the AI for the latest customer behaviour statistics, successful campaign metrics, or even current marketing trends. With this immediate access to valuable data, the team can make informed, data-driven decisions from the outset, significantly increasing the likelihood of success.

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In finance, AI self-service can instantly deliver up-to-date financial reports, tax regulations, or forecasting models, enabling faster and more accurate decision-making. In HR, the tool can answer questions related to compliance, employee benefits, or performance analytics, reducing back-and-forth exchanges and allowing employees to independently find the information they need.

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Consider too, employees needing to troubleshoot a software issue or set up an unfamiliar internal tool. Instead of waiting for IT support or spending time sifting through various resources, they can query the AI for a step-by-step guide tailored to common technical issues, like setting up VPN access, connecting to secure drives, or navigating troubleshooting steps for frequently used applications.

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Whether it’s a sales team member needing to review pricing structures or understand the functionality of a CRM system, or a project manager requiring guidance on planning tools, AI makes vital information available at the touch of a button. This not only boosts efficiency but also fosters a more collaborative, empowered, and agile workforce.

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63 percent of respondents report revenue increases from AI adoption in the business units where their companies use AI.

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Improving Decision-Making

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In today's data-driven world, relying solely on intuition for decision-making is no longer sufficient. AI self-service tools empower professionals with actionable insights, transforming every employee into a confident, data-driven decision-maker. According to a recent PwC survey, 54% of executives credit AI solutions with boosting productivity. This is because AI doesn't just provide internal data - it grants access to a vast array of external knowledge, solutions, and guidelines, all while enabling interactive problem-solving through follow-up inquiries.

Consider a drone operator encountering technical issues during a flight. Instead of halting the project and awaiting specialist support, the operator can use an AI-powered self-service tool to access the latest troubleshooting guides, firmware updates, and regulatory guidelines from manufacturers and aviation authorities. If the initial information isn't sufficient, the operator can ask follow-up questions to delve deeper into specific error codes or operational anomalies. This interactive exchange allows for a comprehensive understanding and quicker resolution of the problem, minimising downtime without the need to consult multiple sources.

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Similarly, a vet faced with an unexpected side effect in a patient can utilise an AI self-service tool to access up-to-date medical journals, drug databases, and clinical studies. By posing follow-up questions about dosage adjustments, alternative treatments, or case studies with similar symptoms, the vet can explore various angles of the issue. This iterative approach enhances decision-making, enabling the vet to provide the best possible care promptly.

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The ability to ask follow-up questions transforms AI self-service from a simple information repository into a dynamic problem-solving partner. It allows professionals to drill down into complex issues, clarify uncertainties, and receive tailored, context-specific answers. This reduces the reliance on multiple resources and streamlines the problem-solving process.

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Streamlining Onboarding and Training

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For many organisations, onboarding and training consume substantial resources in both time and cost. AI self-service tools can streamline these processes, delivering significant savings and efficiency gains.

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A study by Brandon Hall Group revealed that organisations with strong onboarding procedures improve new hire retention by 82% and boost productivity by over 70%.

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With an AI-powered internal search tool, new employees gain immediate access to essential company documents, training modules, and FAQs, allowing them to self-direct their learning and integrate smoothly into their roles. For instance, a new software developer could quickly access coding standards, project repositories, and development guidelines, enabling them to contribute effectively from day one.

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AI can also automate common onboarding tasks, such as explaining company policies, outlining benefits, and guiding compliance training, ensuring consistency and accuracy. Tasks like setting up user accounts, configuring software, or arranging necessary equipment can be managed through self-service options, reducing the administrative burden on IT and HR teams. This enables these departments to focus on more complex initiatives, such as talent development and employee engagement.

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The benefits of AI self-service tools extend beyond onboarding. They support continuous training and professional development by providing staff with easy access to up-to-date learning resources. For example, a sales representative aiming to improve their proficiency with sales tools like HubSpot or Salesforce would be able to instantly access training materials and step-by-step tutorials, allowing them to enhance their skills independently and use these tools more effectively in their daily work. Likewise, a manager interested in developing leadership skills can independently explore resources on team management or change leadership at their convenience, supporting professional growth and adaptability.

By handling routine inquiries and tasks, AI enables employees to take control of their development, which can boost job satisfaction and retention. Meanwhile, organisations benefit from cost savings, resource optimisation, and a workforce that’s better prepared for the challenges of a dynamic business environment. Integrating AI self-service tools into onboarding and training processes fosters a more agile and knowledgeable workforce, helping both employees and the organisation thrive.

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The Big Question. Is it Costing Jobs?

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AI is undeniably reshaping the modern workplace, but contrary to some concerns, it's not necessarily leading to widespread job losses. Instead, AI is enhancing efficiency, boosting productivity, and increasing job satisfaction. This allows people to focus on the more meaningful aspects of their roles, ultimately benefiting both employees and businesses.

While some roles may become obsolete due to AI, many new positions are emerging that require fresh skills and expertise. Industry projections suggest that the integration of AI is expected to generate millions of new jobs in fields such as data analysis, machine learning, and AI ethics. This trend indicates that the workforce is evolving rather than shrinking, with opportunities expanding alongside technological advancements.

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The World Economic Forum predicts a 40% jump in the number of AI and machine learning specialists by 2027, a 30-35% rise in demand for roles such as data analysts and scientists or big data specialists, and a 31% increase in demand for information security analysts. This would add a combined 2.6 million jobs.

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Secondly, AI serves as a powerful catalyst for productivity. Studies have shown that AI tools can significantly enhance worker performance across various sectors. For example, a study by the Nielsen Norman Group found that AI tools improved workers' performance by an average of 66% across three different case studies. Customer service agents handled 13.8% more inquiries per hour, business professionals wrote 59% more documents per hour, and programmers coded 126% more projects per week when using AI tools. This increase in productivity doesn't necessarily lead to job cuts; instead, it can allow employees to dedicate more time to high-value tasks that require human creativity and emotional intelligence.

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Demand for social and emotional skills could rise by 11 percent in Europe and by 14 percent in the United States. Underlying this increase is higher demand for roles requiring interpersonal empathy and leadership skills. These skills are crucial in an evolving economy that demands greater adaptability and flexibility.

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And importantly, employees are increasingly recognising the advantages of AI in the workplace, with many using AI tools to enhance their efficiency, even without formal employer endorsement. Surveys indicate that a significant majority of office workers view AI positively, citing improvements in productivity and work-life balance. In fact, many employees are already taking the initiative to use personal accounts or free versions of AI tools like chatbots, analytics platforms, and writing assistants to streamline their daily tasks. This “shadow AI” usage - where employees adopt tools independently - presents a challenge for businesses, as it can lead to inconsistent practices, security risks, and a lack of oversight.

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78% of AI users are bringing their own AI to work (BYOAI).

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For this reason, it’s in an organisations best interest to take control by investing in approved AI tools that are aligned with their security protocols and business goals. By offering officially sanctioned AI solutions, businesses can ensure that their employees are using the most effective, secure, and compliant versions of these tools. This not only helps standardise processes across the organisation but also maximises the potential benefits of AI, driving greater efficiency, productivity, and innovation, while mitigating the risks of unsupervised, unauthorised use.

Conclusion

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In an era where efficiency, productivity, and innovation are essential, AI-powered self-service tools have evolved from a luxury to a critical necessity. By enhancing knowledge management, improving decision-making, boosting employee productivity, and streamlining onboarding, AI is transforming internal business operations worldwide. Rather than replacing jobs, AI is creating new opportunities, empowering teams, and propelling organisations toward success.

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However, achieving these benefits requires more than just implementing any AI solution. Organisations must adopt AI tools that align with their digital maturity, core values, security requirements, and strategic objectives. Choosing the right AI technology ensures that your team uses secure, compliant, and effective tools, reducing risks associated with unauthorised or inconsistent AI usage.

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So, how can you secure the very best AI solutions for your team and organisation? We recommend beginning with a comprehensive analysis of your organisation, seeking out areas where AI can offer substantial support. This approach allows areas to be identified where AI can be aligned with your team’s expertise and objectives, significantly increasing the likelihood of successful adoption and meaningful impact. Selecting tools that are ill-suited to your organisation can lead to disruptions and dissatisfaction among your team and customers, underscoring the importance of a strategic, well-matched choice.

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At Yopla we use our digital maturity and mapping audits to reveal areas where AI can revolutionise your operations, enhance productivity, and unleash your workforce’s full potential. We use these findings to make recommendations that are truly the best for you and your organisation, helping you to take the first step toward building a more agile, efficient, and innovative organisation with the right AI tools. Get in touch with us today to explore what this could mean for you, and how Yopla can support you in reaching your digital ambitions!

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