Dan Thomson, founder and CEO of employee digital replica startup Sensay, has warned that low uptake of AI tools in the workplace is the fault of the tools, not employees, and called on firms to more rigorously test AI tools for usability.
Despite business leaders’ confidence in AI to drive productivity and streamline workflows (Forbes), uptake among employees is critically low. A recent report revealed only 26% of employees use AI in their day-to-day work.
Dan Thomson, founder and CEO of Sensay, said: “AI tools offer the greatest ever increase in productivity and efficiency in the workplace, but low uptake of these tools has put a thick concrete ceiling on their potential.
“Employers have been quick to blame this on a lack skills in their employees, and have resorted to costly and complex upskilling programmes in response. But there’s a simple and cheap solution – and that’s ensuring employees are given tools that are easy to use.
“AI tools must match the needs and problems employees face day-to-day, their interfaces should be intuitive and easy to navigate, and if they’re not automating tasks and require active management, the tools’ prompt systems must be intelligent.”
Thomson wants to see firms introduce more robust product trials in which AI tools are tested by the employees that will use them, not just IT teams, and where efficacy is judged as much on usability ratings as they are on the potential for productivity and efficiency gains.
Dan Thomson continued: “All too often, we’re seeing firms leave product trials in the hands of their IT departments, without any input from the wider workforce. An IT expert can spot a bug, but they might fail to spot how complex the tech will be to operate for less tech-savvy colleagues.
“Employees of all ages and across all departments must be involved in the trialing process, with the opportunity to offer their honest feedback. And a standardised usability rating should be applied to AI tools based on their feedback.
“Crucially, firms need to pay just as much attention to the useability of AI tools as they do to their potential productivity gains. All AI tools will have some a big statistic on the label about hours saved, or effective workhours increased, but it’s snake oil if they’re not built for ease of use.
“Of course, in the age of AI, training in this technology is vital. But that shouldn’t come at the expense of properly built technology. If you’re being sold an AI tool that isn’t built for your employees, you should ask for a better one – or look elsewhere.”
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