'Successful companies will be the ones that listen and invest in the tools that liberate employees to do their best work'
Canadian office workers spent almost two workdays per week on repetitive tasks, according to a new study by ServiceNow. The proportion of time spent on menial tasks also increased by 6 percent in 2023.
The fourth annual World of Work study found that Canadian office employees spend over one-third of their day on repetitive tasks, totaling nearly 14 hours each week. The majority (63 percent) of workers feel their employers do not have adequate solutions to address repetitive work, and more than half (58 percent) expect their employers to invest in solutions for productivity.
Despite only 20 percent of workers currently using AI, half believe that training in artificial intelligence (AI) can provide a competitive edge in the workplace.
“Embracing AI in the workplace is not solely about getting more done. It’s about taking the repetitive, mundane work out of the everyday. When employees feel productive and can spend more time on meaningful activities, everybody wins,” says Chris Ellison, vice president and general manager at ServiceNow Canada.
The demand for AI
Employees see the potential of AI in enhancing productivity (45 percent), reducing errors (42 percent), providing time for strategic and creative tasks (39 percent), improving work-life balance (29 percent), and reducing stress (28 percent). The most helpful AI use cases include automating routine processes (41 percent), IT services (38 percent), analytics and reporting (37 percent), and summarizing meetings, documents, and emails (37 percent).
Canadian office workers are increasingly looking to AI to future-proof their skillsets and remain competitive in the job market. In fact, 57 percent of employees plan to get additional education or AI training at work. Meanwhile, 49 percent intend to pursue AI education or training independently.
“Organizations play an important role in alleviating menial work. They can reduce meetings, increase or maintain flexibility in work options, and invest in technology that help reduce menial tasks such as AI and other tools. Benefits from such solutions could include a reduction in both employee attrition and burnout,” the study says.
Access to AI training
A mere 37 percent of Canadian employees perceive AI as easy to use, while only 51 percent believe that the existing training programs provided to them support their career development.
Although more than half (62 percent) of office workers insist that their employer is responsible for providing job-relevant training, a discrepancy in access is evident between leaders and individual contributors, with 59 percent of leaders reporting greater training opportunities compared to 48 percent of individual contributors.
“Leaders and individual contributors alike see the benefits of AI, they want to use it, and they are seeking more training to develop the necessary skills. Successful companies will be the ones that listen and invest in the tools that liberate employees to do their best work,” Ellison adds.
The World of Work study, conducted through a 12-minute online survey facilitated by SAGO (Asking Canadians), sampled 1,504 English and French-Canadian office workers between August 15 and September 1, 2023.
