Why Cognitive Technology Is Crucial to a Good Employee Experience

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Not long ago, I heard about an employee at a large organization who posted a complaint about company policy to an internal social network.

Until very recently, that complaint might have accomplished little more than allowing this employee to vent to colleagues. Fortunately, this happened at a company powering its dashboard with cognitive technology, which identified and escalated the comment immediately. Instead of languishing, the comment led to a change in company policy—within 24 hours.

Cognitive technology—artificial intelligence that understands, reasons and learns—is at the core of improving the employee experience.

While understanding and acting on the employee experience is always a complex equation, advances in artificial intelligence are already improving how businesses understand what their employees are telling them through their conversations, sentiments and actions.

Maintaining the satisfaction and morale of your workforce goes far beyond good business practices and ethics. It’s one of the surest predictors of your bottom line: higher employee engagement typically parallels higher sales and customer satisfaction.

What’s a good employee experience? That’s an environment like the one I mentioned above, where an employee feels heard. A business can better hear its employees through AI, both for better listening and for augmenting people’s ability to accomplish tasks.

Among other strategies, a business applying AI can …

  • … scale its personalization, giving every employee better and more individualized attention to their own needs, skills and interests.
  • … use AI to listen to social sentiment across internal networks to recognize better opportunities, identify emerging challenges and foster transparent conversation with leadership.
  • … simplify its processes, collaboration tools and systems, so colleagues with relevant interests and skills can connect, and ideas can flow more easily through the network.

Some key goals to get started with including using AI-powered analytics to hear the employees’ voice—literally surveying employees’ feelings about their work—and building coalitions that connect internal networks, so knowledge and skill sets don’t get trapped in place.

But ultimately, the best application of cognitive to the employee experience is helping organizations acknowledge, understand and respond to those who work within them.

Looking for further insights into using cognitive tools to optimize your employees’ experience? You can get started with more information here.

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