New tech, old problem – One real solution

An old problem, amplified. 

There’s always been a gap between the rate at which we introduce technology into our organizations and the value we get. This digital adoption gap is what we created WalkMe to solve over 12 years ago. By underestimating the change management implications of technology decisions on our people, we’ve introduced friction and, as a consequence, have failed to reach most of our digital transformation goals. 

As companies embrace Generative AI (GenAI) capabilities, this problem will be amplified tenfold. 

AI copilots hold immense potential to enhance productivity and streamline workflows. But only if they are used every day, by everyone in the organization. Unless we close the digital adoption gap, the reality of AI won’t live up to the promise. 

There’s no AI transformation without digital adoption. 

WalkMe has been helping organizations manage the change brought on by technology for over a decade. The same legacy approaches to managing change that were already failing us in digital transformation will be grossly inadequate in navigating the scale and velocity of change that the GenAI transformation will bring. 

And that’s why companies need a Digital Adoption Platform (DAP) now more than ever. 

But Digital Adoption Platforms must evolve to meet the unique needs of navigating the change brought on by AI. Specifically, DAPs must:

• Bridge the human readiness gap, so that everyone can take full advantage of these new tools. 
• Turn otherwise disjointed, siloed copilots into orchestrated experiences that are embedded in the flow of work. 
• Give companies the visibility into who’s using these AI tools and whether they’re using them as intended. 

A copilot that knows who you are and what you’re trying to do. 

People, not technology or data, are the key to succeeding with AI. 

• JP Gownder, Forrester Analyst 

WalkMe is building the world’s first contextually aware copilot that meets every user with the next-best action for any workflow, across any applicaiton. 

Context is the key to making AI work for people. When you have the context of who someone is, what function they’re in, what role they serve, what they’re doing on the screen and what they’re most likely to do next, AI can become: 

• Proactive. Instead of assuming people will know when and where to use AI, or having them sift through all these disjointed experiences to find it, you can bring AI directly to them, at the precise moment of need.
• Accessible. Every single person in the organization can participate in AI transformation, regardless of their digital dexterity or comfort level with AI.
• Actionable. When you know who the user is and what they’re most likely trying to do, you can suggest the next best action, regardless of where they are or what application they’re in. 

By pairing our unique human-computer interaction data set and proprietary DeepUI AI technology with publicly available LLMs, we are building a contextual AI engine that powers a different kind of copilot. 

Our context-aware copilot will offer proactive AI assistance without any prompting or app-switching required, and a conversational interface that people can call up on-demand. 

AI-powered capabilities like enterprise search, assisted reading, generative writing, and form input validation will be included. But unlike other copilots that stop at text-to-text, our copilot will also enable text-to-action, serving up next-best actions across any application and workflow. 

And because our copilot will leverage all of our core DAP capabilities, it will provide automation, guided experiences, visibility into utilization of AI tools, and pre-packaged, AI-enabled workflows that support the most common business processes. 

Watch for more announcements at Realize ‘24

We expect this new AI offering to be released in the second quarter of this year. More information will be provided at Realize ‘24, our annual customer conference on June 18th. Click here to register now.

This year’s Realize theme is Where changemakers meet. GenAI represents the biggest change to how we work in our lifetime. 

I can’t think of a better theme for this moment.