Survey Results: Problem-solving Is Wasting Your Employees' Time

by
William Aimone
January 2, 2020

We conducted a survey of more than 30 large organizations to find out how much time is wasted on unnecessary problem-solving. It revealed that employees spend an average of 3 hours per week solving work-related issues that could easily be solved if they had access to the proper support. Respondents ranged from new employees to executive leadership and everything in between. Work-related issues were widespread, including problems with new technology or software upgrades, HR and benefit questions, company policy questions, field support for technical problems, and issues with facilities.

This means a typical 1,000-employee organization wastes around $6MM a year on inefficient problem-solving. That’s a big deal.

Our study also revealed a significant correlation between the number of years of employment and the amount of time spent troubleshooting. Employees at the company for less than five years spent up to 15 hours per week troubleshooting, while the more tenured employees spent around one hour.

We also found the larger the organization, the more pervasive the problem. Organizations with the most employees reported the highest percentage of time spent trying to find the right support. Many employees give up and simply hope they can find a satisfactory solution on their own.

Traditional means of problem-solving either results in 1) wasted hours trying to troubleshoot something alone, or 2) the problem being passed around the organization like a hot potato.

Todd Boutte, Trenegy’s head of IT innovation, explains, “Most large organizations offer too many options for finding support, including emails, self-service portals, IT help desks, ticketing systems, and phone numbers. Making matters worse, these solutions are over-engineered and rarely provide a rapid response.”

Using AI to Speed Up Problem Solving

Artificial intelligence (AI) is revolutionizing the way employees work by significantly reducing the time spent problem-solving and allowing more time for core activities. AI tools like Microsoft Copilot can access internal documents and information, streamlining the search process and ensuring documents are easily and quickly found, even if they aren't in the right place. This capability not only saves time but also enhances productivity by providing employees with the information they need when they need it.

AI can summarize vast amounts of information available on the web, ensuring employees receive current and relevant answers to their questions. This is particularly useful for staying up-to-date with the latest developments in their field and making informed decisions.

The integration of AI in the workplace is not just about automating tasks. It's about enhancing human skills and domain knowledge. Companies are investing in interpersonal skills and domain expertise to complement AI tools, enabling employees to make the best decisions and effectively engage with others. AI technology, including generative AI, is transforming operations, improving products, and unlocking novel use cases for businesses, thereby solving complex problems and creating new revenue streams.

AI is also being used to help employees route and resolve issues quickly and at scale, personalizing interactions and transforming the employee experience by anticipating needs before they are even expressed. By analyzing data, AI algorithms can optimize staffing levels and task assignments, ensuring the right personnel are deployed at the right time, reducing idle time and improving productivity.

AI is a powerful tool that, when used properly, can significantly reduce wasted time on problem-solving and enhance the overall efficiency and productivity of employees. By providing quick access to internal documents, summarizing information, and supporting decision-making, AI enables employees to focus on their day-to-day activities and contribute more meaningfully to their organization's success.