The Future of Frontline Efficiency

July 20, 2023

Generative AI has taken over conversations in the corporate world over the last few months. Everyone is talking about how they’re using AI to do their work more efficiently. However, this shift to generative AI remains isolated to the manager level across businesses. The potential of generative AI to enable, assist and equip frontline teams has not been fully understood yet. Interestingly, a BCG survey highlighted exactly this in their latest report. According to the report, nearly 80% of managers reported using generative AI in their work while only 20% of frontline employees were able to say they use some form of it in their day-to-day work. This is both an issue of access and understanding.

Frontline teams are the backbone of a company. They are the first point of contact with a customer that determines whether business comes in or not. Ensuring that frontline teams are able to unlock their complete potential using AI can yield unprecedented results for a company. This is the reality that exists amidst the narrative that generative AI threatens the entire role of frontline teams. However, what one misses in this argument is how generative AI can support the existing function of frontline teams by automating repetitive tasks and ensuring frontline employees spend their time genuinely driving business. If used to its full potential, it is essentially transformative.

At the moment, frontline efficiency is driven through enablement which also companies find extremely challenging due to several factors. Frontline roles see a lot of churn so companies tend to not invest on onboarding and in turn suffer due to extremely high ramp time. Moreover, with high target pressure and the need to not only win deals but also retain customers, companies are struggling to make the lives of frontline teams easier so they can drive business.

This is where generative AI comes in. Particularly for frontline teams, generative AI can make their lives easier without creating any kind of friction in their existing processes. Frontline teams are in fact in a position to make the maximum use of AI given the pace of their work and the criticality of the metrics they chase. For companies, investing in generative AI for frontline efficiency can catapult their growth dramatically.

If one were to break this down into actionables, with generative AI, frontline teams will save time, have enhanced access to information, automate tasks and drive better outcomes.

At Fundamento, we’ve come up with something that will help companies achieve key business metrics by ensuring that frontline teams are able to dramatically cut down the time they spend doing repetitive tasks and focus on only serving the customer and closing more deals.

This blog is part of a weekly series on generative AI that aims to dig deeper into how it will transform frontline efficiency to deliver phenomenal business results.

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