Augmented Assistants: A silent revolution that will make noise

A HR Revolution in Progress 

HR departments are among the first to seize the opportunity. And for good reason: gone are the hours spent managing leave or organizing career paths. These assistants take over these time-consuming tasks with impressive results. "We have saved nearly a third of our time on certain administrative processes," says an HR manager. A precious time reinvested in complementary tasks of human support for employees. 

Software Giants in the Race  

Salesforce quickly jumped on the innovation train with Einstein Copilot. The assistant, designed for sales and support teams, works wonders in terms of personalization and responsiveness of treatments. Another feature? The Copilot Analytics version of this assistant allows administration and supervision teams to monitor the use of new processes and refine them in real-time.

SAP is not far behind. Its assistant Joule, integrated into solutions like SuccessFactors, simplifies the lives of sales, marketing, and supply chain teams. An approach that makes exchanges with company stakeholders more fluid. 

Finance and Customer Service Transformed…

The financial sector, traditionally a playground for technological innovations, is also seeing its practices disrupted. The integration of augmented assistants significantly reduces errors in data processing. These tools also reduce human errors by nearly 25% during the production of financial reports (Gartner).

On the customer service side, the transformation is equally spectacular. A major e-commerce player has experienced it: since the introduction of augmented assistants to handle routine requests, customer satisfaction has made a real leap. The recipe for success? Quick, relevant responses available in multiple languages. 

…and Marketing Reinvented  

Marketing teams are also participating in this revolution. The use of real-time data now allows for advanced campaign personalization. A major retail brand has experienced it, observing an increase of over 20% in engagement after entrusting the optimization of its campaigns to an augmented assistant managed by production teams. 

Challenges to Overcome  

Despite their potential, these assistants raise legitimate questions. Cybersecurity and personal data protection, particularly within the framework of GDPR, remain major concerns. The legitimate fears of employees, sometimes worried about their professional future, must be addressed upfront by project managers and company management. Finally, environmental issues must be considered at all stages, especially for companies meeting the criteria of the CSRD (Corporate Sustainability Reporting Directive). The key to success? End-to-end support and adequate and specialized training of teams in an ethical and responsible AI approach. 

Towards a Hybrid Future 

Augmented assistants are starting to establish themselves as valuable tools for companies and their employees. Their probable evolution? Increased specialization to learn and perform more specific and personalized tasks thanks to the continuous learning model. These assistants are seeing growing deployment in organizations, driven by the generalization of hybrid work environments and the acceleration of collaboration mode transformations.