AI Tools Boost Hybrid Work Efficiency, Says ISG Report

Enterprises are increasingly adopting AI-driven tools to enhance hybrid work environments, aiming to improve productivity and streamline operations, according to a new research report from Information Services Group (ISG). The 2024 ISG Provider Lens global Future of Work Solutions report highlights how companies are utilizing advanced digital employee experience (DEX) platforms to adapt to changing workplace dynamics in the aftermath of the COVID-19 pandemic.

The report emphasizes that DEX platforms are becoming central to hybrid work, offering full-time visibility into employee hardware and software usage. These platforms utilize analytics to monitor, measure, and manage employee experiences, allowing enterprises to optimize software licensing costs and determine the optimal timing for hardware upgrades. With these tools, companies can better support employees’ needs, ensuring uninterrupted access to essential applications and reducing the burden on IT support teams.

AI integration has further enhanced the effectiveness of DEX solutions by introducing AIOps (Artificial Intelligence for IT Operations). These capabilities include anomaly detection, predictive analysis of potential issues, and automation of routine tasks, such as resolving common IT problems. This enables a shift toward "zero or near-zero service desks," where AI identifies and resolves technical issues without the need for human intervention, leading to significant cost savings, according to the report.

“Employees need devices and services that accelerate and catalyze their capabilities, including access to applications at all times in an environment where IT issues are resolved automatically, preferably proactively, while reducing the cost to serve. New technologies help make that possible,” says Dee Anthony, Americas Lead, ISG.

The report also highlights the adoption of connected and collaborative work solutions as enterprises manage increasingly dispersed workforces. These solutions, which include unified communication and collaboration (UCC) platforms, enable companies to visualize projects comprehensively and centralize access to project components. This centralized approach allows teams to respond swiftly to new demands and keep projects on track, ensuring a smooth workflow across different locations.

AI features in these collaboration tools offer managers greater visibility into project status, helping them identify risks, allocate resources efficiently, and draw insights from diverse data sources. Additionally, AI facilitates workflow automation and the personalization of tools for individual and team productivity, ensuring that both collaborative efforts and individual tasks are handled effectively.

“Companies that thrive on collaboration want a clear and adaptable work plan for every project,” said Jan Erik Aase, Global Leader, ISG Provider Lens Research. “AI is expanding the toolkit for building and using those plans.”