Overcoming the Perceived AI Skills Gap

The explosion of GenAI in recent years has left no doubt that businesses are reaping – or plan to reap - huge benefits in terms of productivity, cost savings and improved customer experience from AI. However, a perceived lack of skills across teams continues to hold projects back.

A recent Freshworks survey found that while nearly half (48%) of UK business leaders consider themselves knowledgeable or experts in AI, 22% said a lack of skills within their teams is considered one of the biggest obstacles to AI adoption. To address this, businesses can enhance their approach to employee experience (EX), which can facilitate a smoother transition by focusing on how AI can improve the overall work environment and engagement.

AI allows us to automate tedious, mundane tasks so that we can focus on the more strategic and empowering aspects of our jobs. So, how can businesses combat this perceived skills shortage and establish the smoothest possible integration of AI across their teams?

Demystifying AI

Currently, 46% of UK business leaders fear that AI could replace a significant number of the workforce, with this anxiety forming a major roadblock to adoption. However, businesses can tackle this by demystifying AI and introducing it in a way that enhances employees’ current skills without making them feel threatened.

Related:Combating Generative AI’s Hallucination Problem

It’s important to emphasise that AI is a tool designed to enhance human capabilities rather than replace them. By focusing on EX, businesses can ensure that AI integration is framed as an opportunity to enhance employee roles and job satisfaction rather than a threat. By showcasing success stories where AI has enhanced productivity and job satisfaction as well as creating a standardised AI use guide, businesses can ensure employees have a clear understanding of how AI can aid them in their roles and feel confident in using it.

Simplifying AI Use

One of the bigger misconceptions about AI is that it is inherently complex and requires specialised skills to operate, with two thirds of survey respondents admitting they are looking for ways to grow their AI skill set to stay as marketable as possible. Certain AI-specific skills, such as prompt engineering, are beneficial, but can be taught easily with investment in training sessions and continuous learning opportunities.

Ultimately, however, the very best AI solutions are those that require little skills and are designed to be accessible to non-technical users. By integrating EX principles, businesses can ensure that AI tools are designed with the end user in mind, making them more intuitive and easier to use. As AI gains even more popularity, tools will become increasingly user-friendly and created with the end user in mind – and so employees should continuously feel assured of their ability to use AI.

Related:Combating Generative AI’s Hallucination Problem

Ensuring Accessibility

In the meantime, business leaders should seek to deploy solutions internally that offer straight-forward functionalities, integrate seamlessly with existing systems and are easy to learn to guarantee the best possible accessibility for AI-dubious employees. Providing ongoing support such as online resources, dedicated internal specialists and encouraging a culture of experimentation around AI can also improve accessibility. By prioritising EX, businesses can create a supportive environment where employees have access to the resources and help they need to adapt to new AI tools effectively.

Looking Forward

For all their fears around the perceived lack of AI skills, survey respondents ultimately believe in the benefits of a partnership between their employees and AI, with 65% of business leaders in the UK trusting AI to bring value to their workplace. While some may believe a skills gap is the main barrier to AI adoption, it’s clear the actual barrier is a perceived skills gap – one that can be tackled by focusing on EX, educating employees on the benefits of AI, providing continuous skills training and ensuring accessibility to the best and easiest-to-use tools available.