How EY is training employees to use AI

Summary

In this episode of Enterprise Apps Unpacked, David Essex speaks with Joe Deppa, EY's Chief Innovation Officer, about how the firm is embracing AI to transform work and upskill employees. EY offers tailored AI training programs, from foundational awareness to applied skills and client-focused learning, leveraging interactive tools, role-playing, and AI agents. Adoption is high, with employees reporting increased productivity, engagement, and satisfaction. EY also tests AI internally through 'client zero' before deploying to clients, creating strategic efficiencies and innovative solutions. The discussion highlights practical insights on responsible AI use, employee empowerment, and the evolving role of AI in modern business.

Takeaways

• 😀 EY emphasizes an employee-centric approach, providing AI training tailored to individual roles, interests, and skill levels.
• 😀 All 400,000 EY employees are offered foundational AI learning, with additional applied, delivery & engineering, and client-specific programs.
• 😀 Training methods are flexible, including online courses, in-person sessions, bite-sized content, podcasts, webinars, and immersive role-playing with AI.
• 😀 AI is integrated into the training itself via embedded AI coaches, generative AI practice, and the Agent Factory, allowing employees to build AI agents for their work.
• 😀 Role-based customization ensures that HR or back-office staff focus on practical AI tools like Co-pilot, while developers engage in applied AI and engineering badges.
• 😀 Optional training is highly effective, with 89% of employees completing foundational AI learning without mandatory requirements.
• 😀 EY tracks adoption metrics such as EYQ tool usage (81% adoption) and Microsoft Co-pilot deployment, with high user satisfaction and comfort integrating AI into daily tasks.
• 😀 Internal AI initiatives (Client Zero) allow EY to pilot technologies and automate processes, creating productivity gains and enabling employees to focus on strategic work.
• 😀 Continuous upskilling and training help employees adapt to AI-driven changes, keeping pace with rapid technological developments.
• 😀 Lessons learned from internal use, including the EY.AI AI Academy and AI for Good initiatives, are extended to clients to improve training, strategy, and societal impact.
• 😀 AI adoption positively influences employee engagement, retention, and productivity, demonstrating both business value and improved work experience.
• 😀 EY balances mandatory and optional training by enforcing compliance-focused modules (data privacy, security, risk) while encouraging other AI skill development through high-quality, relevant content.

Q & A

What is the overall goal of EY's AI training programs for employees?

EY aims to equip all 400,000 employees with AI skills to improve internal processes, enhance productivity, and prepare them to leverage AI responsibly in their roles, while also translating these insights to client solutions.

How does EY categorize its AI training tracks?

EY offers four main training tracks: Awareness (general AI knowledge), Applied Skills (using AI in internal tools), Delivery & Engineering (technical implementation and certifications), and Client Solutions (tailored programs for consulting professionals).

What types of learning formats does EY provide for AI training?

EY provides flexible learning formats including online courses, in-person sessions, bite-sized modules, deep-dive programs, podcasts like Insight AI and AI Now, and interactive role-playing exercises with embedded AI coaches.

How is AI itself integrated into EY's training programs?

Generative AI is embedded in training as a thought partner, providing real-time feedback on prompts, role-playing practice, and opportunities for employees to create custom AI agents through an 'agent factory' to enhance their work.

What are some key metrics EY uses to measure AI adoption and training effectiveness?

Metrics include EYQ tool adoption at 81%, Microsoft Copilot deployment with 150,000 licenses and 92% positive user feedback, 89% completion rate of the foundational AI program, and over 4 million learning hours logged.

How does EY ensure its training is relevant to different job roles?

EY tailors AI training to different roles by offering specialized content for HR, back-office, software developers, auditors, and consulting staff, ensuring each employee receives training aligned with their responsibilities and daily tasks.

What approach does EY take regarding mandatory vs. optional AI training?

Mandatory training is limited to regulatory and risk compliance, while most AI training is optional but highly encouraged. This approach has led to high adoption rates, showing that quality and relevance drive engagement more than mandates.

How has AI impacted productivity and strategic work at EY?

AI has automated repetitive tasks, such as tax data processing, allowing employees to focus on strategic projects. For example, a discounted cash flow analysis that previously took weeks can now be completed in days using generative AI.

What is EY's 'Client Zero' initiative and its significance?

Client Zero is EY’s internal pilot program where AI technologies are tested on EY’s own employees and data before being deployed to clients. This ensures safety, effectiveness, and the ability to refine solutions before client application.

How does EY extend its internal AI lessons to clients?

EY shares insights through initiatives like EY.AI Academy, which trains executives and consulting teams in immersive, role-playing experiences, and programs like AI for Good, helping clients apply AI responsibly for productivity and societal impact.

What are the main challenges employees face when learning AI at EY?

The primary challenges are the rapid pace of AI development, which can make training quickly outdated, and ensuring the training is relevant to employees’ specific roles and tasks to maintain engagement and practical value.

What evidence shows that EY employees value AI training?

High participation rates, such as 89% completing optional foundational training, 92% of Copilot users wanting to continue using it, and positive feedback on productivity and engagement, indicate strong employee interest and perceived value.