AI boosts efficiency for 67% of Australian workers

Employees across Australia are increasingly incorporating artificial intelligence (AI) into their work routines, with the majority (67%) utilising AI at least once a week, according to new research by Freshworks. Half of these workers report saving a minimum of three hours weekly thanks to AI. These findings are part of the Freshworks 2024 Global AI Workplace report.

The report indicates that 75% of workers believe their tasks have become both easier and of better quality due to AI. The study surveyed 358 Australian office workers spanning various professions, including HR, IT, customer service and support, finance and accounting, sales, marketing, and legal. The most frequent uses of AI by these employees are in writing content, researching and brainstorming, and data analysis. Comfort levels with AI are high, as 72% of the respondents indicated they feel comfortable using it, and 67% expressed trust in its output.

The report also highlights significant concerns regarding privacy. Nearly half (49%) of Australian employees admit to using free versions of online AI tools such as ChatGPT, while only one out of three (35%) express concerns about the sources of the information used by AI. This raises caution about the potential leakage of sensitive company information that could be utilised in training future AI models from other companies.

Andrew Phillips, Vice President for Australia and New Zealand at Freshworks, commented on the findings: "Freshworks has been helping customers run more efficient businesses with AI for half a decade and it's great to see such growth in a technology that has so much potential to deliver business value." Phillips emphasised the importance of adequate training and onboarding, saying, "As AI becomes more common, employees must receive adequate training and onboarding from their employers so they can immerse themselves fully in the software and reap the full benefits of AI in a safe way."

The necessity for comprehensive training is underlined by the report, especially in the context of privacy concerns with free online AI tools. About 30% of employees find AI confusing to understand, and 69% believe proper training and onboarding are essential for gaining meaningful benefits from AI. Ensuring privacy and understanding how to effectively use AI are seen as critical steps for organisations.

Moreover, the findings suggest a shift in the perception of AI's role in the workplace. About 77% of workers are confident that AI will never be able to completely replace human workers, particularly young, raw talent. This sentiment suggests a growing recognition of the complementary roles of AI and human skills in the workforce.

The survey also reveals that a significant portion of employees would prefer stronger company policies on AI usage. Specifically, 68% of respondents would trust AI more if there were a mandatory human review of its outputs. This sentiment reflects a desire for checks and balances to ensure the accuracy and reliability of AI-generated work.

The Freshworks 2024 Global AI Workplace report provides valuable insights into how AI is currently utilised in Australian businesses. The increasing adoption of AI is helping employees save time and improve the quality of their work. However, the report also underscores the need for proper training and privacy safeguards to fully realise the benefits of AI.