How AI can help reduce the employee skills gap

Artificial Intelligence (AI) is changing the world of work around us. It already has the ability to automate once repetitive and time-consuming processes, be leveraged to accelerate strategies and decision making, and make its presence felt at all levels of business. In 2023, 59% of businesses reported an increase in revenue after implementing AI-assisted tools.

But is that the full story? Are organisations sufficiently well-equipped, and their employees trained, to capitalise on AIs potential?

One of the major problems facing AI isn't technology. Rather, it is being hindered by the lack of skills to drive real AI-enabled business impact. Skills shortages in the data and AI space are nothing new. It is a global issue, with the World Economic Forum estimating that 50% of the world-wide population desperately needs new skills to meet the shifting business demand for AI. The report states that if nothing changes, by 2030 this figure could grow to 90%.

Such figures are corroborated in the brand-new Docusign Digital Maturity Report for 2024, which states that 72% of organisations believe they have a skills gap around technology in general, with 63% having specific gaps around AI. 

The most obvious AI skills gaps are in areas such as deep learning, natural language processing and robotic process automation. However, the demand for digital skills is not isolated to IT departments alone. HR, marketing, sales, customer services, finance, and especially R&D departments are increasingly becoming the drivers of disruptive technologies within many operations.

Businesses are seeing the impact of skill shortages in several ways. 53% of respondents say they are unable to deliver effectively against the day-to-day operational technology imperatives due to not having enough talent, while 55% say they are unable to do things that are part of their strategic plan.

What’s more, 52% say they are not well equipped to orientate their business for the long-term, while worryingly 55% have actively lost talent because of market conditions.

To overcome challenges at work, organisations need to reevaluate their growth strategies, embrace digital transformation and look for opportunities where disruptive technologies, of which AI is one, can better serve the business. 

Using AI to close the skills gap

Disruptive technologies are not intentionally taking existing jobs or looking to replace the human workforce currently employed. Rather, they are designed to enhance human efficiency and reduce time wasted on undertaking non-value, or repetitive tasks.

For example, Docusign AIM can transform outdated agreement systems and processes that slow a business down and freeing employees from accessing static, flat files, unconnected to existing systems of record, and enabling them to work on more valuable projects.

This is already happening, as just over half (52%) of businesses questioned in the report say they are well-equipped to take advantage of the opportunity around AI, while 32% say they are looking to increase investment in AI and machine learning in the next 12 months.

In our report, respondents say they are addressing the skills gap without the need to increase headcount or replace people. 41% say they are offering workers the chance to upskill, while 36% are offering workers the chance to retrain – especially retraining for the world of AI.

Businesses are increasingly shifting to AI to address critical skills shortages in their workforce. There has been a 42% increase in the number of businesses using tools such as ChatGPT to increase efficiencies within their operations to close the skills gap.

This shift allows companies to bridge skills gaps more efficiently, but brings with it new challenges, such as the need for employees to develop AI-related skills and reorientating operations to optimise AI learning and experimentation.

Our report found that only 11% of businesses have a dedicated AI lead in their organisation. For the majority, the task has been delegated either to the CTO/CIO (31%) or the CEO (29%). As a result, just 32% of organisations say they actually feel AI ready.

Businesses are in a ‘Catch 22’ situation. Just 20% of businesses are consistently experimenting with new disruptive technology innovations, such as tools like ChatGPT or Midjourney. While they recognise the value of AI and want to experiment more with it to unlock its value, they also want to focus more on long-term strategy. But paradoxically they are being hindered by inefficiencies of manual processes and low-value work - despite investing more in digital tools and technologies. They expect AI to provide relief but lack sufficient resources to build expertise in this area. 

Organisations looking to maximise the benefits of AI implementation need to factor in always-on upskilling and reorientating of the workforce to stay equipped for the new AI-driven future of work. Furthermore, businesses should combine internal skill development with external partnerships and recruitment strategies. Such an approach will ensure that the organisation remains competitive in an increasingly AI-driven business landscape.

Digital transformation means adopting AI   

There is no denying that the future of work is changing. Organisations need to view technology not as a threat but as a tool they can engage with and trust. Building trust in technology is the first step of becoming a truly digital-first operation. For example, Docusign IAM addresses B2B and B2C agreements and ensures trust between parties through technologies such as identity, notary and data collection and ensuring they can trust each other, and the data they provide.

Ultimately, there is no easy solution to closing the AI skills gap, reducing the challenges around work and delivering digital maturity within a business. However, adopting a strategy that looks to train employees with the AI tools they need, and building a culture for experimentation and learning, while being strategic in outsourcing the right processes to AI, are the first steps to creating an on-going digital transformation.