Revolutionizing the future of the digital workplace with generative AI

Generative AI (GenAI) has captivated the focus of business leaders worldwide. Organizations are transitioning from the conceptual understanding (the what) of GenAI to its practical implementation strategies (the how). They are looking at ways to leverage GenAI to overhaul their business processes, IT operations applications and more.

GenAI is pivotal to redefining the digital workplace landscape too. It enhances efficiency, innovation and competitiveness as well as generates diverse content, from text to code, by learning from existing data. GenAI has changed the way we uncover hidden knowledge in the workplace. It has made information more accessible and personalized than ever before. By integrating seamlessly with existing systems, GenAI not only enhances productivity but also sets new standards for creativity and innovation in the digital workplace.

Leading tech companies like OpenAI, Microsoft, Google and IBM are at the forefront of advancing various use cases of models like Generative Pre-trained Transformer (GPT), making them next-gen business-enabling tools in modern corporate environments. This technology streamlines the complexity involved in accessing information from diverse sources, reducing the time employees spend on data retrieval.

Redefining the digital workplace through GenAI

Conventional AI technologies like RPA (UiPath and Automation Anywhere) and logic-driven chatbots (IBM Watson Assistant) have long been integral to digital workflows. However, the shift to GenAI marks a significant evolution in the digital workplace. A GenAI-powered digital workplace fosters a dynamic and collaborative environment where both human and non-human actors work together to propel innovation and value creation. The impact of GenAI is best understood through its contributions to business, technology and experience outcomes, highlighting its transformative potential across multiple facets of the workplace.

Business outcomes:

• Cost optimization. GenAI simplifies operations, propels automation and reduces costs, with potential savings of 35 to 40% in operational expenses. It enhances the capability of service desk agents to quickly resolve calls by providing them with recommendations, actions and pertinent information.
• Enhanced communication and collaboration. GenAI automates routine communication tasks like meeting scheduling and summary generation, boosting productivity.
• Support revenue growth. Tools like GitHub Copilot enhance software development, allowing teams to focus on complex problems and maintain a competitive edge. Additionally, Microsoft Copilot for Sales boosts sales productivity and customer experience, enabling sales teams to close more deals with actionable insights.

Technology outcomes:

• Modern employee and customer support. Context-aware multilingual chatbots on platforms like kore.ai and ServiceNow facilitate a zero-touch service desk that can perform complex tasks such as provisioning hardware/software and filling out loan applications.
• Improved decision-making. GenAI enhances digital workplace operations by analyzing large datasets to identify trends and improve data analysis. Integrated with systems like Microsoft Copilot using Graph API, it efficiently generates detailed reports, revealing insights that are difficult or time-consuming for human analysts.
• Cybersecurity and business continuity. GenAI enhances cybersecurity by enabling proactive system protection, accelerating data analysis for threat detection, simulating attacks to identify vulnerabilities and ensuring compliance through automated checks.

Experience outcomes:

• Enhanced employee engagement. GenAI automates routine tasks, enhancing efficiency and freeing up resources for more creative work, while operating 24x7. Its key use cases include rapid content generation for various roles and streamlined onboarding processes on platforms like Microsoft, ServiceNow, kore.ai and Nexthink.
• Personalized work experience. A GenAI-powered digital workplace customizes digital experiences by adapting to user behaviors to optimize workflows and interfaces. For instance, it offers personalized, interactive simulations and training, enhancing learning opportunities.
• Improved employee inclusivity. GenAI boosts inclusivity by creating alternative text for images, converting text to audio and synthesizing speech, thus supporting employees with disabilities and fostering independence.

To achieve this holistic improvement across various facets of the workplace, it is crucial to select and work with the right partner for implementing a GenAI-powered digital workplace. NTT DATA can help navigate the complexities of technology integration, boost innovation and ensure that the digital transformation aligns with strategic business objectives.

As we stand on the brink of a new era in the digital workplace, the promise of GenAI is undeniable. It offers transformative potential that can significantly enhance productivity, foster innovation and maintain a competitive edge. By embracing GenAI, organizations can not only streamline their operations but also unlock new frontiers of professional creativity.