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Employees are taking notice of the inevitable advancement of automation in the workplace. More than 70% of workers said there has been an increased use of technology in their workplaces, according to research by Verint Systems and Opinium Research.
The study, which surveyed 36,000 employees in 18 countries, also showed that workers are becoming more comfortable with automation in the workplace. Workers in Mexico (85%), Brazil (84%) and India (83%) reported the highest levels of increased automation in the workplace. Nearly 7 out of 10 (69%) U.S. employees said processes are being automated by technology, while those in Sweden and Japan (both at 55%), and Germany, Denmark and the United Kingdom (all at 61%) reported the lowest levels of increased automation.
About half of respondents (49%) said that technology, such as artificial intelligence (AI) and robots, help them do their job more effectively. Those in countries with the highest adoption of technology were more likely to view automation positively, with 76% of Indians, 70% of Brazilians and 65% of Mexicans believing that it helps them do their job more effectively. Brits (25%), Swedes (29%), Belgians (32%) and Canadians (36%) had the lowest response to the role of technology in the workplace. In the United States, 43% of respondents said technology helps them perform their jobs more effectively.
More than two-thirds (67%) of respondents said they expect workplaces to be more flexible to suit employee preferences as technology improves, and 62% said technology is already making it easier for them to work from home or have more flexible work hours.
“Technology continues to shape the way people engage with organizations, both as customers and employees. However, organizations must strike the right balance between technology and automation on one hand and human interactions on the other,” said Verint’s Ryan Hollenbeck, senior vice president of global marketing and executive sponsor of the Verint Customer Experience Program. “Automation technology, in particular, opens new possibilities for how people work, as well as how they meet service level requirements.”