The emergence of ChatGPT in 2023 shocked the world. Nowadays, the hottest topic in the world is AI - artificial intelligence. Everyone is talking about AI, and many people are using it to restructure business models, make money, and change everything. AI has arrived, is your company also using AI or using AI as a development strategy for the enterprise?
Recently, Microsoft conducted an interesting research on AI in Europe and America. Research data shows that 75% of knowledge workers in European and American companies use generative AI in their work, but many internal HR surveys show the opposite, with only about 20% of employees using AI!
Why is there such a big difference between the two survey results? The reason is simple, it's human nature.
An employee's use of AI tools significantly improves work efficiency, completing tasks in just 5 hours per day, leaving only 3 hours to do things they enjoy or learn AI courses to recharge themselves.
If the company does not establish an AI first development strategy, it may even view the use of AI as a "opportunistic" behavior, and employees may be punished for work attitude issues. If the last place elimination system is implemented, the competition within the company will be fierce, and employees who use AI will gain a competitive advantage. Of course, they cannot tell the company or other colleagues, otherwise they may lose these advantages.
If this employee claims to have completed their work ahead of schedule, the company may assign them more tasks and even explore using AI to replace them, wouldn't they be a fool?
I once visited a state-owned enterprise in the industry and discussed ChatGPT with them. I found that many people were completely unfamiliar with it and even thought it had little to do with them. During dinner at night, an employee quietly told me that he was already using ChatGPT to write reflections on political studies. It was very convenient, increased efficiency several times, and the quality of the articles was very high, saving time to spend with his family. He kept reminding me not to tell the company.
Obviously, what we see and hear may not necessarily reflect the real world, and survey data may not necessarily reflect employees' true thoughts. Without understanding human nature, one may make incorrect judgments.
There are not many companies in the construction machinery industry that use AI, and most people still believe that it is a distant future. Little do they know that the future is here, and using AI to overtake and enhance the competitiveness of enterprises must become a strategic goal.
For example, due to the low efficiency and fragmentation of services, various host manufacturers are paying for services, and the status of service personnel is low, resulting in serious staff turnover. The 2024 customer experience research report of a certain enterprise in the industry shows that the key indicators of customer experience in the entire industry (customer satisfaction CSAT, customer net recommendation value NPS, and customer experience index CES) have all decreased compared to a year ago (Figure 2). The reason is that layoffs have led to increasingly poor service timeliness, and enterprises can no longer afford to spend money to please customers!
Self service is a trend of the future. Enterprises have accumulated a large amount of product failure data and cases. How to use these valuable data to help employees and customers quickly identify the cause of the failure and find solutions, and help customers troubleshoot and solve problems on their own is an urgent problem that enterprises need to solve.
Using machine learning to train AI to quickly identify the cause and solution of faults, establishing a knowledge base for enterprises, and helping customers and service technicians remotely troubleshoot and solve problems are the effective solutions to solve service problems. AI can improve work efficiency and creativity, which are exactly the abilities that enterprises urgently need. Are you still watching?
