Generative AI boosts productivity in ANZ workplaces

Generative AI is becoming a crucial part of workplace operations across Australia and New Zealand, with a new study highlighting its significant impact on productivity and customer satisfaction.

The "From hype to habit: Exploring the value of generative AI at work" report from Microsoft and YouGov reveals that every respondent using GenAI tools at work is experiencing time savings, with some achieving as much as two hours saved per day. These findings underscore the technology's potential to transform various aspects of business operations.

Based on a survey of 471 decision makers from organisations in Australia and New Zealand with more than 300 employees, the report delves into the benefits and challenges of adopting generative AI. It is supported by insights from leaders at companies that have been early adopters of Microsoft 365 Copilot, such as the Bank of Queensland, Endeavour Energy, and Telstra.

Fifty-one per cent of respondents indicated that GenAI saves employees over an hour daily, while 21 per cent reported savings of more than two hours. Additionally, 71 per cent noted improvements in customer satisfaction since integrating AI into their processes.

Lucy Debono, Modern Work Business Group Leader for Microsoft ANZ, commented, "Our research shows that GenAI is here to stay. As AI adoption accelerates, the conversation is shifting from personal productivity gains to broader business value. Organisations are looking at what time saved on tasks and processes means for real business outcomes, spanning everything from additional revenue and customer satisfaction to improved employee wellbeing."

Despite the advantages, the report highlights the challenges organisations face in GenAI implementation, particularly regarding training and employee confidence. Only 32 per cent of respondents feel that their organisations provide sufficient training for AI tools.

Security and data access concerns are also prevalent, with nearly all respondents (96 per cent) encountering related challenges. Furthermore, the report found that 25 per cent of employees use public GenAI tools at work, highlighting the need for proper guidelines to ensure secure AI use.

The research identifies the importance of a supportive company culture and effective change management in successfully adopting generative AI. IT departments lead GenAI implementation for 36 per cent of organisations, but collaboration with change managers is seen as pivotal for driving adoption and fostering a culture that embraces AI technology.

The evolving role of leadership is another focal point, with leaders being encouraged to demonstrate AI use themselves, thereby promoting its integration throughout the workforce. However, only 43 per cent of respondents feel their organisations actively encourage familiarisation with GenAI tools.

Interestingly, cultural perceptions around AI usage also emerged, with 19 per cent of respondents feeling like they are "cheating" when leveraging AI for final outputs. This points to a requirement for leadership to address such feelings through advocacy and empowerment.

The study was conducted online from 1 to 10 October 2024, featuring insights collected through both qualitative and quantitative methods.