Artificial intelligence (AI) in the hybrid workplace

Close up image of a remote professional’s hands working at a laptop in a backyard setting, highlighting the need for remote support


#GoToGetsIT: This article is part of an ongoing series from GoTo’s thought leaders on the frontlines: Our Solutions Consultants deeply understand our customers’ unique challenges and connect the right solutions to meet their goals using GoTo technology. Here, they share their industry knowledge on what it takes to help businesses everywhere thrive in a remote or hybrid world.

My last article covered the current and future state of remote work trends. But there is always another trend around the corner, impacting our everyday lives and the future of work. Today we’re discussing artificial intelligence (AI).

The last three years have transformed the way we work and forced both employees and organizations to quickly adopt and embrace technology. It’s hard to imagine the time before video meetings since we’ve all become proficient. So what will be the next tech wave?

Gartner predicts the following top technology trends for 2023:

  • Optimizing IT systems for greater reliability
  • Accelerating vertical offerings
  • Enabling greater connectivity
  • Pioneering business model change
  • Reinventing engagement with employees & customers

Perhaps the last bullet — reinventing engagement — will include AI?

As our hybrid workplace continues to evolve, we find ourselves re-navigating even the most simple tasks. For example, social interaction is increasingly difficult while remote. It’s hard to connect with colleagues on a personal level when you can’t stop by their desk or go out to lunch. On the other side, in the office, it’s often hard to find that uninterrupted quiet space we got used to at home. According to our recent GoTo research, 50% of companies will choose a hybrid model for their employees in 2023. Why? The research showed productivity, staff retention, and employee preference.

To maintain the hybrid workforce, companies need the right technology. In my previous article, I mentioned some of the collaboration tools, including remote support for IT. But each team might need something different. R&D may require more in-depth file sharing, or whiteboarding. Marketing may require webinar software. Many organizations have unintentionally created silos between teams, due to the multiple technology options now available.

How is AI changing our workplace?

AI is already present in our daily worklife. For example, you might enter a question into an internal chatbot before reaching out to HR. Autofill forms save time and are made possible with robust encryption. AI can even design and enhance our digital spaces. Online training is tailored and personalized thanks to AI.

I recently attended a sold-out session called Generative AI Technologies for Business led by professors Dr. Tony Bailetti and Dr. Michael Weiss, from the Carleton University's Technology Innovation Management (TIM) program.

For me, their message was very clear: embracing and adopting. The speakers believe that everything in our day-to-day business can be AI enabled.

AI is already bridging our remote and on-site worlds. What if we were to consider how contact center agents provide customer service? Does it have to be a real person on the line? How far could we take the Virtual Agent (VA)?

If I can request ChatGPT to author this article for me, then what is preventing ChatGPT from providing a perfect CX in a contact center environment. There are two priorities for most of us when calling into a contact center: minimal hold times (seconds not minutes), and first-time call resolution. Perhaps AI could help bridge the gap.

In fact, GoTo is enhancing customer engagement and streamlining IT tasks with new ChatGPT integrations. The integration makes writing outbound SMS campaigns and responding to customer messages fast, easy, and fun with just a few clicks. It saves valuable time, and a wealth of words and knowledge are now at your fingertips. And this is only the beginning.

In conclusion, if we believe the future of work is hybrid, then AI will surely evolve as a key contributor in the success, while empowering employees to be at their very best!