A 10-Second Employee Service Desk
Technology has become a part of our lives in a way that no one had predicted. From the moment we get up afresh to the moment we hit the bed tired, technology serves as a powerful ally in all of our lives, knowingly and unknowingly.
Over time, technology has affected the way employees function in organizations across the world, irrespective of the scale of operation and the industry an organization belongs to. From the traditional office-going culture to the new work from home regime, employees have come a long way in adapting to the changing dynamics of technology.
Changing Employee Needs
Over time, the specific needs of employees working in all industries have changed significantly. A major chunk of this change is due to the advent of digitization. As organizations embraced digitization and other productive technological advancements, the employee needs to find a balance between convenience and productivity.
Let us have a brief look into the key aspects of changing employee needs.
Need For More Productivity
As more and more players are entering into the market of every industry, the competition is getting increasingly intense. No matter how good your product/service is, there will definitely be other businesses providing similar services to your target audience.
The only way to beat the competition is to increase productivity and driving more traction to beat the competition. Apart from the increasing competition across organizations, employees compete within the organization as well for recognition and perks, further increasing the need for productivity.
Working From Home
In the last few years, the culture of working from home is getting increasingly relevant and prominent. Again, this need can be accredited to increased digitization at workplaces.
Now that almost every business process can occur on different online and cloud-based platforms, it does not matter where an employee is working from. The focus has completely shifted from the place of work to the quality of work done.
2020 changed the game for such a work culture forever. Statistics say that 64% of the employees in the US have been working from home during the COVID situation. Looking at the rate at which working remotely is getting popular in organizations across the board, it is safe to say that the trend is here to stay.
Need To Feel Less Isolated
It is important to understand that the need to work remotely does not complement the need to be isolated from the team. The difference between the two has given rise to multiple online collaborative platforms.
Today, while employees are working from home, they do miss the collaborative vibe of a physical workplace, where colleagues interact and have conversations that are professional and personal.
This is what has made several organizations implement virtual workplaces and online collaborative platforms. These platforms make employees feel as if they are working from the same office and allow them to interact with their team seamlessly.
According to an official statement by Eric Yuan, the founder and CEO of Zoom, the online meeting platform recorded 200 million daily participants in March 2020, which further shot up to 300 million by December 2020! The same is true for platforms like Slack, Google Meet, and Microsoft Teams.
This exponential rise in virtual workplaces has provided employees with ease of operation and an integrated platform to work with their team at any time and from any location.
Changes In The Employee Service Desk
In any organization, there are times when employees hit a roadblock and need assistance to overcome the same. To ensure that a correct and satisfactory solution is provided to your employees, it is important to keep your employee service desk up to date.
Like all other business processes taking place in an organization, the employee service desk has had its share of transformation thanks to process automation and conversational AI technology.
The modern employee service desk is powered by AI technology, allowing your employees to get instant and accurate support. It makes use of your enterprise knowledge to provide personalized support to your employees, saving them from the trouble of looking for the right support on various platforms.
A major visible change in a service desk is the fact that a single platform is now available for every employee across the organization. It serves as a seamless amalgamation of platforms like HR service desk, IT service desk, Facilities service desk, Finance service desk, project management platform, and many more.
Before getting into the details of a 10-second employee service desk, let us discuss the prominent drawbacks of the traditional service desk.
Why Is The Traditional Service Desk Getting Redundant?
Fragmented Employee Support
One of the biggest issues with the traditional employee service desk is the fragmented support provided to the employees. There are different platforms and communication channels to be followed by different employees for solving different problems. This made the entire process tedious and seemingly unnecessary.
Fragmented support often leaves your employees confused about their approach to ask for help. With different platforms available right from the first level of support, it makes it difficult for them to reach out to the right agent to get their problem resolved.
The Manual Ticketing System
The traditional employee service desk requires the users to create and track different tickets for the issues they raise and the questions they ask. This delayed the process of obtaining support as it often took a long time for a ticket to be accessed by an agent and for them to provide a satisfactory solution to the problem.
Another major drawback of the traditional service desk involves prioritizing cases by the support agents. The ratio between the number of employees and the number of support agents is often not sufficient enough for all the employees to get their queries answered simultaneously.
Based on the relative urgency of the issues, agents prioritize their support, leaving employees with basic questions waiting for a longer period of time.
Inefficient Knowledge Management
Fragmented employee support and manual ticketing system became worse with inefficient management of the enterprise knowledge. The valuable information stored as the knowledge base for a traditional employee service desk was highly generic and limited.
This prevented the employees from getting answers that were tailored according to their specific problem, often making them search for solutions in long written documents. This further increased the time taken for the employees to get their issues resolved.
The 10-second Employee Service Desk
Thanks to seamless process automation and artificial intelligence, an effective solution for the shortcomings of the traditional service desk is being implemented by multiple organizations.
As the name suggests, a 10-second service desk is an employee service desk that helps your employees get their questions answered almost immediately. They no longer have to choose the right communication channel and wait for the right agent to entertain their query.
The modern employee service desk makes use of conversational AI for providing seamless employee support. Here, the virtual assistants or chatbots take center stage and guide your employees every step of the way – from raising the issue to obtaining a personalized solution.
The 10-second employee service desk helps your employee save a good amount of their time and effort in resolving the most basic and the most complicated issues. The implementation of a single platform has the power to increase the overall productivity of your organization.
Such platforms are extensively being used by organizations in every industry, including some of the biggest names in the realm of online collaborative platforms. Microsoft Teams can be used as an AI enterprise service desk, with solutions like Rezolve.ai, for providing easy, fast, and efficient support to the users.
With Rezolve.ai, users can engage with the chatbots and get their specific questions answered in a few seconds. With seamless process automation functionality and impeccable use of the enterprise knowledge base, the AI service desk offers automated employee training, facilitates microlearning, and allows live interaction with the experts from a single unified platform.
The Working Of A 10-second Employee Service Desk
The modern 10-second employee service desk functions on the basis of conversational AI and an invisible ticketing system. The motto behind these platforms is to incorporate ease and efficiency in providing holistic support to your employees.
Here are all the major steps involved in the working of an AI service desk:
1. Approaching The Common Front-end Support
On implementing the modern employee service desk in your organization, the employee in need can log into the integrated platform and ask their question directly.
Right from the get-go, your employee will be interacting with a virtual assistant who would guide them all the way to the solution. This is the common front-end (L1) support provided to all your employees.
2. Understanding And Answering The Question
As your employee asks their question and starts interacting with the virtual assistant, it understands the context of their issue and takes its conversational history with them into consideration. This helps the concerned employee obtain personalized support from your end.
According to the question asked, the chatbot will scan the enterprise knowledge base, extract a solution that best answers the question asks, and provides your employee with an answer. This entire process takes hardly a few seconds.
In most cases, the issue is resolved at this stage and your employee can go on with their work smoothly.
3. Approaching The Dedicated Expert
If the virtual assistant is not able to provide a satisfactory answer to your employee, it would automatically route the issue to a dedicated expert.
Unlike the traditional employee service desk, the employee does not need to create a ticket by themselves. The service desk will automatically create a ticket and manage it until the expert provides a suitable solution.
4. Communicating The Resolution Via Chatbot
As soon as the issue is routed to an expert, they will have a look into the matter and come up with the best possible answer tailored specifically for your employee. However, the communication between the agent and employee is not direct.
The virtual assistant acts as a one-point contact between your employer and the dedicated expert solving the concerned problem. If the employee is satisfied with the solution, the service desk will automatically close the ticket and record the interaction into the database for future reference.
5. Live Interaction With The Experts
In case your employee is still not satisfied by the support provided by the experts through the virtual assistant, they have an option of going the traditional way.
Here, the platform allows your employee to raise a ticket manually and interact with the dedicated expert(s) live. This will ensure that the issue encountered by the employee is resolved in the best way possible.
Key Features Of A 10-second Employee Service Desk
If you are willing to implement a 10-second employee service desk within your organization, you can refer to the following major features of the platform:
- It is an integrated platform offering a single-window approach
- The use of conversational AI provides a more dynamic and “human” approach to employee support
- The platform can be used for training employees in specific skills and saving the training cost
- Mobile customization makes employee support more flexible
- The service desk uses varied formats of content apart from text, including charts, videos, and animation
- It makes your employees more self-reliant, ultimately leading to a boost in overall productivity
The Final Word
2020 made everyone realize the importance of digitization of business processes. This tectonic shift from the traditional to the modern way of working is bound to get prominent as we go further into 2021. In such a situation, it is always advisable to adapt to the latest technologies that make work easier and more efficient – an AI employee service desk being one of them.
The "10-second service desk" helps you and your employees resolve the most trivial and the most difficult hassles with utmost ease, ensuring that nothing comes in the way of your team working towards achieving your organizational goals!