With AI, choose people over technology
On Computerworld’s Today in Tech podcast, Freshworks CCMO Mika Yamamoto says strategy is the key to success with AI
Successful AI adoption depends more on strategic implementation than on the technology itself, according to Freshworks Chief Customer and Marketing Officer Mika Yamamoto.
"The real challenge is ensuring AI is implemented correctly—with a focus on simplicity, transparency, and tangible results," she said on a recent episode of Computerworld's Today in Tech podcast.
Throughout the episode, Yamamoto cited insights from Freshworks Global AI Workplace Report, which surveyed 4,000 knowledge workers globally, as she discussed the ways AI is uncomplicating workflows and delivering rapid impact for employees and customers alike.
Insight No. 1: AI elevates work by eliminating mundane tasks
When companies identify areas for creating efficiencies, AI can eliminate over 30% of repetitive tasks that drain employee energy and focus, according to the report. It allows team members to redirect their attention to complex problems requiring human judgment.
"At Freshworks, we're enjoying substantial growth while maintaining efficiency because we're directing our employees toward the work only humans can do well," said Yamamoto. "The beauty is in the simplicity—we're not trying to overengineer AI solutions, but rather focusing on quick wins that make an immediate difference."
Yamamoto emphasized that responsible AI adoption centers on employee empowerment. "People want AI to help them, not replace them,” she said. “That means giving employees control over when and how they use AI, making sure they understand it, and ensuring it's working for them, not the other way around. Transparency is critical—teams need to know exactly what AI is doing and why."
Insight No. 2: Workers really, really want AI
Knowledge workers report completing tasks 30% faster with AI assistance, but perhaps most telling is what they're willing to sacrifice to gain access to these tools:
41% would give up meetings
40% would forgo the company holiday party
39% would surrender email
37% would give up remote work
36% would relinquish a four-day workweek
"When companies see productivity gains, their first instinct is often to push for even more output," she explains. "But the real opportunity with AI isn't just speed—it's about giving people the space to think, create, and innovate."
Insight No. 3: Human-AI partnership is the future of work
Throughout the episode, Yamamoto noted how AI is more than a tool—it's becoming a co-worker. The Global AI Workplace Report shows that 68% of leaders are investing in employee upskilling for AI, while 92% of employees want to use AI to automate parts of their workday, demonstrating alignment on both sides.
"The best teams will be the ones that know when to lean on AI and when to lean on human judgment," she explains. "That's the balance we need to get right."
