Freshworks report shows: AI increases productivity and enables higher-value work

Freshworks Inc. has released its new Global AI Workplace Report, which reveals significant productivity gains and new opportunities for employees through the integration of AI in the workplace. This comprehensive global survey, conducted between March 9 and April 4, 2024, included over 7,000 full-time employees and highlights the rapid adoption of AI, with more than half of knowledge workers actively using AI-powered software at work.

The survey shows a clear shift in the perception and use of AI in different departments of the workplace. Over 55% of employees reported using AI-powered applications in their daily tasks. In addition, almost three-quarters of respondents (72%) believe that AI adds value to their work processes and 81% express their trust in AI as it can improve work quality and increase productivity.

“This report illustrates that AI is enabling tremendous productivity gains at enterprise scale,” said Prakash Ramamurthy, Chief Product Officer at Freshworks. “Knowledge workers are also experiencing strong productivity gains at work, which in turn is driving strong employee interest in acquiring AI skills. Make no mistake, the AI ​​era is delivering on its promise of freeing up employees for more challenging work and is showing compelling returns from AI.”

The report highlights that knowledge workers see a significant increase in productivity. On average, employees reported saving nearly 3 hours and 47 minutes per week by using AI to assist with tasks such as summarizing issues and suggesting next steps for repetitive tasks. This equates to nearly 24 working days per year, allowing employees to focus on higher-value work and increasing overall job satisfaction.

Almost all executives (95%) who use AI have seen measurable business impacts, such as improved productivity (52%), improved work quality (47%) and better customer loyalty (34%). However, 37% of employees admitted that their organizations lack effective metrics to assess productivity.

Executives are optimistic about the future contributions of AI, with 80% of executives expecting AI software to prove its value within two years. Respondents highlighted AI’s potential to streamline communications, reduce redundant email threads, and speed up technical report creation.

The survey also found that many workers are benefiting from AI without being fully aware of it. Around 40% of employees were unaware of the extent to which they were using AI in their jobs. IT departments reported that nearly half of employees were using AI-integrated software features such as email auto-completion and meeting suggestions without realizing it.

Nevertheless, a significant number of employees expressed confidence in their AI skills, with IT professionals being the most confident (75%), followed by marketing (65%) and finance (52%).

Leveraging AI competencies

The enthusiasm for AI is evident: 70% of employees want to improve their AI skills to remain competitive in the job market. In addition, 37% of employees said their companies are adopting AI because they fear missing out on technological advances.

Employees also see clear benefits in adopting AI: 62% believe it increases profitability and helps companies stay competitive. However, there are concerns that AI could replace junior positions and increase competition for entry-level positions, with 44% of respondents expressing such concerns.

The report highlighted differences in AI adoption rates across countries. Surprisingly, despite being one of the leading AI developers, the US ranked last in AI adoption (50%), confidence in AI (59%), and satisfaction with AI (61%). In contrast, India and the UAE topped AI adoption (75%), satisfaction (88%), and trust (86%).

Freshworks’ Global AI Workplace Report highlights the transformative impact of AI in the workplace. By significantly reducing workloads and freeing up higher-value tasks, AI is poised to revolutionize business operations and employee experiences around the world.

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