Workforce Intelligence

Workforce intelligence uses artificial intelligence-powered bots on employees’ desktops to collect and analyze information on work patterns. The data helps organizations improve, design, automate and align internal business models to identify the right opportunities and a better work experience.

What EY can do

Using artificial intelligence-powered bots deployed on desktops, workforce intelligence collects daily users’ task data and converts it into powerful information dashboards, which paint a picture of how work and other tasks are performed to better understand how employees are using their time. This information is further converted into rich insights with various supporting options and recommendations.

In a business environment characterized by employee productivity and optimizing talent, identifying opportunities for process automation is critical. Common pain points companies face with respect to their processes include:

  • Lack of standardization
  • Lack of process information
  • Multiple sources
  • Staggered capacity
  • Redundant, obsolete and trivial tasks in the process
  • Increased use of unstructured applications, such as Microsoft Outlook, Microsoft Excel and Microsoft Word, than structured applications, such as ERP, CRM and SRM

Workforce intelligence creates visibility into operations and identifies capacity improvement opportunities. The tracked and measured activities allow the tool’s machine learning capabilities to aggregate consistent activities into groups.

Key objectives

Key benefits

There are competitive advantages associated with the ability to discover, monitor and improve real processes from already available information systems:

  • Increased monitoring – Compliance, performance and optimization
  • Business insights – Leveraging business insights to achieve impact across the value chain
  • Automation tips – Measure automation rate to increase efficiency using robotic process automation

How EY can help

We offer a three-tiered service that provides strategic insights and enterprise-wide improvement opportunities.

  • Activity monitoring (tier 1): Provides organizations with the capability to monitor the time their employees spend on business applications and non-business applications. These are measured from user behaviours and application usage in the organization.
  • Task mining (tier 2): Provides organizations with the capability to examine keystroke counts, manual actions, task workflows and employee tasks at a deeper level, with the aim of generating insights around how processes are performed by users across very structured and unstructured applications in the enterprise. It’s a scientific way to track time motion study on digitized processes.
  • Business Case and implementation plan (tier 3): Using insights gained at the activity monitoring and task mining stages, we provide a business case and implementation plan, indicating opportunities for process improvement (e.g., robotic process automation, process mining, organization restructuring, and redundant, obsolete and trivial process transition).

Our workforce intelligence toolset ecosystem provides executive-level dashboarding and reporting capabilities designed to help you understand KPIs and metrics, and to highlight areas of inefficiencies. By offering visibility into the process(es), it allows for leading practices to be identified, process(es) to be standardized and, in some cases, automated.

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