The “Great Resignation” continues to raise its ugly head in a huge number of industries, strongly influencing the company and the remaining employees. According to Human Resource Management Society, 52% of the remaining workers said they take on more work and responsibilities, and 30% said they find it difficult to complete their work. In addition to this burden, workers also reported feeling more frustrated, emotionally stressed and lonely, while more than a quarter said they felt less loyal to their organization.
While companies are struggling to retain and attract talent, many are doing their best. From content bonuses, flexible work policies, personal and professional development opportunities to “interview stays”, employers are doing their best to actively combat the growth of burnout and brain drain. But what else can be done to stop the tide?
Knowledge automation is the key to preventing employee burnout
One area that HR and other senior executives may not have considered in the massive outflow of workers is knowledge management. And even if they are, it’s time to raise the stakes on knowledge based on artificial intelligence automation.
It is expected that today’s knowledge workers will seamlessly process the endless grief of information and data. They spend the equivalent of one day in a work week for finding information to do your job effectively. One can only imagine how much “content distribution” each business has in its databases, with some having 10-12 or more different knowledge centers. And it is expected that this amount of data will only increase.
Slower performance, burnout and less job satisfaction are natural results of these problems. And because much of the workforce remains remote and runs across multiple channels and cloud platforms, businesses need to find a better way to address these issues.
This was reported by Deloitte 2021 Global Human Capital Trends Survey that 52% of respondents said that a dynamic workforce (i.e., workers moving by projects, groups, and geographies) encourages them to develop a better approach to knowledge management. However, 35% said that frequent changes of roles and locations are a challenge for effective knowledge management. In addition, 75% said that the development and maintenance of knowledge is important or very important for their success in the next 12-18 months, but only 9% said they are ready to meet this need – a huge gap.
Unfortunately, outdated knowledge management systems cannot cope with the devastating amounts of company data that continue to overwhelm knowledge workers. If your company used the same knowledge management system 3-5-10 years ago, you are actually in the Stone Age.
Think of knowledge automation as KM 2.0, which can help leverage the organization’s collective knowledge, which in turn can increase learning and collaboration and allow faster decision-making through artificial intelligence (AI). According to CCW Digital research, already 53% of companies revise their knowledge management strategies.
Automating responses helps improve the customer experience and greater job satisfaction
How quickly can employees and customer service agents find answers to their own questions and those of their customers? Too often the answer doesn’t come quickly. According to Microsoft, 54% of consumers worldwide say they have higher customer service expectations than a year ago. In addition, approximately one in three people (30%) say that the most important aspect of customer service is talking to an experienced and friendly agent.
The only way to break through this time of high demand is to reduce the time it takes agents and clients to find answers. Knowledge automation combines machine learning with content and analytics to automate answers directly to those who need them.
By relying on AI, employees can instantly address the most common problems they face and better address those issues. This makes their daily lives more manageable and meaningful. Clients can be more successful in self-care, so employees have more time to focus on more valuable or more complex work.
It is important to note that your answers are as good as their reference content. Knowledge automation allows your AI to come from a consistently reliable pool of information because content management and maintenance require minimal effort. Teams can easily manage a company’s level of knowledge, ensuring that answers remain relevant, people have access to the best materials, and the organization continues to grow.
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