Sensay CEO urges user-friendly approach to boost AI uptake

Dan Thomson, CEO of Sensay, has suggested that the low uptake of AI tools in businesses is due to the tools themselves rather than employee shortcomings.

Despite optimism among business leaders regarding the potential of AI to boost workplace productivity, a recent report indicates that only 26% of employees are utilising these technologies in their daily work. This discrepancy has led to discussions around the so-called "AI skills gap."

Thomson, founder and CEO of the startup Sensay, argues that AI tools are failing to reach their productivity potential due to their lack of user-friendliness. "AI tools offer the greatest ever increase in productivity and efficiency in the workplace, but low uptake of these tools has put a thick concrete ceiling on their potential," he stated.

He further elaborated, "Employers have been quick to blame this on a lack of skills in their employees, and have resorted to costly and complex upskilling programmes in response. But there's a simple and cheap solution — and that's ensuring employees are given tools that are easy to use."

Thomson emphasized that AI tools need to be intuitive, with interfaces that are easy to navigate, matching the daily needs and problems faced by employees. "If they're not automating tasks and require active management, the tools' prompt systems must be intelligent," he added.

He has called for more comprehensive product trials where AI tools are tested by end-users, not just IT departments, with usability given equal weight to potential productivity and efficiency gains.

Thomson believes that addressing usability will enhance employee confidence and bridge the generational gap in AI adoption. A study noted that 75% of North American workers lack confidence in utilising AI, with 40% unsure how to integrate AI into their tasks.

He cautions firms about alienating older employees, as AI adoption is lowest among the 45 to 65+ age group. "All too often, we're seeing firms leave product trials in the hands of their IT departments, without any input from the wider workforce. An IT expert can spot a bug, but they might fail to spot how complex the tech will be to operate for less tech-savvy colleagues," Thomson warned.

He advocates for involvement of employees across all ages and departments in product trials, with feedback forming a standardised usability rating. "Crucially, firms need to pay just as much attention to the useability of AI tools as they do to their potential productivity gains," Thomson stated.

Addressing the importance of effective training in AI technology, Thomson stated, "Of course, in the age of AI, training in this technology is vital. But that shouldn't come at the expense of properly built technology. If you're being sold an AI tool that isn't built for your employees, you should ask for a better one — or look elsewhere."