Enhancing Employee Experience with Conversational AI Ticketing

AI & Automation
Enhancing Employee Experience with Conversational AI Ticketing
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The modern workplace thrives on a positive employee experience (EX). Creating a happy and safe workplace isn't just a saying—it's vital to happy, productive employees. And now, more than ever, it's easier for organizations to prioritize it. Engaged employees are more productive, innovative, and loyal, leading to a significant competitive advantage for businesses. As per a 2022 Gallup report, highly engaged teams show 21% greater profitability, 17% higher productivity, and 10% customer rating improvement. However, it is not a one-step process. Fostering a positive employee experience requires constant evaluation and improvement. This is where Conversational AI Ticketing Systems emerge as a game-changer.

Using artificial intelligence (AI) technology to enhance the employee journey encloses several aspects, such as onboarding, performance, growth, internal service teams' support, and access to information for everyday tasks.

Understanding Employee Experience and Engagement

The term "employee experience" describes all of an employee's interactions with a company, including career development, exit interviews, and onboarding. It is about considering how staff members feel about the culture, leadership, and working conditions.

On the other hand, employee engagement focuses on an employee's dedication and enthusiasm for their work. Engaged employees can actively get involved in their tasks. They take ownership of their roles and contribute meaningfully to the organization's success. Thus, we can say that employee engagement largely depends on their experience. Organizations have always adapted to meet the needs for better employee experiences and now is the time for Conversational AI ticketing. Contextual clarity, interaction with different systems, and personalization are necessary for modern IT support challenges. Thus, conversational AI systems come into play to outperform conventional bots and have become the need of the hour.

Employee Engagement Trends and Challenges

Employees are the core that drives an organization’s success. Excellent employee engagement has been the driving force behind it. Despite its value, employee engagement has become a significant source of concern. According to a SHRM survey from 2023, only 32% of employees in the US are engaged at work, affecting their productivity and the business's overall success. This lack of involvement can be ascribed to numerous issues, including:

  • Inefficient communication: Employees often need help accessing information, resolving issues, and getting timely responses from HR and IT departments. More complex tasks might take up time, leaving such issues on hold. This can hamper time, focus, and motivation to stay up with the work.
  • Repetitive tasks: Many employees devote time to administrative duties that could be automated, resulting in dissatisfaction and wasted time. It is one of those reasons that can take away the creativity and excitement of one’s work.
  • Lack of self-service options: Different departments depend on one another for organizational queries. Limited access to self-service tools can slow down the process and hamper employee workflows. An automated system can act as a booming light for such scenarios.

The ROI of a Positive Employee Experience

In today’s competitive and technologically savvy business landscape, organizations can easily get carried away and neglect the importance of positive EX. However, happy and engaged employees are no longer a luxury but a strategic imperative. Investing in a positive Employee experience can be a game-changer for those who adopt technology best and can yield significant returns for businesses. Here are some key statistics highlighting the ROI of EX:

  • According to Reward Gateway's 2022 study, organizations with a strong EX witness a 10% increase in customer satisfaction and loyalty. 
  • According to Microsoft's 2021 study, organizations with highly engaged staff see a 46% increase in productivity.
  • According to a 2020 Deloitte study, organizations with a strong EX reduce absenteeism by 41%.

An engaged employee contributes a lot to the organization. Their productive work benefits the employees and boosts customer satisfaction and loyalty, resulting in upward business returns. 

Conversational AI Ticketing Systems: Transforming Employee Experience

Conversational AI Ticketing Systems (CATS) leverage artificial intelligence (AI) to create a more streamlined and user-friendly experience for employees seeking IT or HR assistance. It utilizes natural language processing (NLP) to simulate human-like conversations. Conversational AI enhances your service desk with an invisible ticketing system. Instead of requiring users to generate tickets through a separate interface, AI allows them to connect via chat to resolve issues or create tickets as needed. CATS function through chatbots or virtual assistants that can handle a wide range of employee requests, including:

Benefits of Conversational AI Ticketing Systems

Conversational AI Ticketing Systems take self-servicing to the next level by adopting AI and machine learning. It automatically responds to its users in real-time and offers several advantages that enhance employee experience. From accessibility advantages to personalized experiences, a lot can satisfy your employees like never before, improving productivity and results for both them and the organization. Here are some of them:

  • Improved accessibility: Employees can access 24/7 support through chat interfaces. It eliminates the need to wait on hold or send emails, especially for minor assistance.
  • Increased efficiency: These systems can automate repetitive tasks such as password resets and basic troubleshooting. It saves employees and IT/HR time for more complex issues.
  • Faster resolution times: We know technology is faster than humans. CATS can significantly reduce employee waiting time. It aims to provide immediate answers and solutions to its users.
  • Enhanced self-service: It's great to be independent, and solving issues independently gives you a sense of freedom at work. Conversational AI Ticketing Systems empower employees to resolve issues on their own. This is made possible through interactive knowledge bases and guided self-service workflows.
  • Improved communication: Streamlining communication between employees and HR/IT teams can make their work easier. CATS facilitates this by providing a single point of contact and fostering clear and concise dialogue between the employees.
  • Personalized experiences: The technology can shift focus from teams to individuals. Some ticketing systems can utilize machine learning to personalize employee interactions, offering relevant self-service options and targeted solutions. It can not only give you solutions on time but can identify problems before time, that too on an individual basis.

Employee Self-Service Portals and Conversational AI Ticketing Systems

While CATS offers a convenient way to submit requests and access information, employee self-service portals complement this functionality by providing a central location for managing various aspects of employment. These portals can be an excellent tool for helping employees manage their schedules, access essential documents, or get needed help. These portals can include features such as:

  • Accessing payslips
  • Updating personal information
  • Enrolling in benefits programs
  • Submitting leave requests
  • Tracking training progress

By integrating conversational AI ticketing systems with employee self-service portals, organizations can create a comprehensive employee support ecosystem that empowers employees to manage their work experience proactively.

Selecting the Right Conversational AI Ticketing System

Now that you know how to foster excellent employee experience with conversational AI ticketing systems, you should know how to select the right one for your business. There would be a lot to choose from in the market, but picking the one that fits your needs can give you an edge, too. The success of a CATS implementation depends on selecting the right platform for your organization's specific needs. Here are some key factors to consider before selecting a CATS:

  • Functionality: Prepare a checklist of the most common requests that repeat within your organization. Ensure the CATS offers the functionalities required to address your employees' most frequent requests.
  • Integrations: Understand that you are not switching entirely. You are only adopting a new ticketing system that needs to be integrated into existing processes. Evaluate whether the CATS integrates seamlessly with your existing HR, IT, and employee self-service platforms.
  • Scalability: You must be looking ahead while integrating a conversational AI ticketing system into your existing operations. Choose a CATS that can scale to accommodate a growing workforce and evolving needs. 
  • Security: Security is a crucial aspect of any IT solution, and CATS is no exception. Before adopting a system, you must consider data encryption and access control. Verify that the CATS provider prioritizes data security and adheres to relevant data privacy regulations.
  • User Interface (UI) and User Experience (UX): It's not just about incorporating CATS but using it effectively. You would always want an interface that is easy to use and pleasing to every employee. Look for a CATS with an intuitive, user-friendly interface that facilitates quick employee adoption.

Encouraging Employee Adoption of Conversational AI Ticketing Systems

Even if you select the best Conversational AI Ticketing System for your organization, it can be utilized to maximum benefit only if your employee adopts it thoroughly and starts using it regularly. Here are some strategies to encourage the CATS usage among your employees:

  • Comprehensive training: Introduce the different facets of the system you are incorporating. Provide employees training on how to use the CATS, highlighting its benefits and functionalities. A training session answering all the queries would be good to start with.
  • Communication and outreach: Talk highly about your initiative and try to promote it sooner than you adopt it. Launch internal communication campaigns to promote the CATS and address employees' concerns about AI replacing human interaction. It is imperative to communicate your ideas and talk about the system's potential for every employee.
  • Gather feedback: It is essential to maintain two-way communication whenever you adopt a change. Actively solicit employee feedback on their CATS experience to identify areas for improvement. You can conduct surveys or webinars that educate employees about the service. This will be a great way to get constructive feedback that will benefit your organization only.
  • Continuous improvement: No matter how good a system you’ve adopted, there’s always scope for improvement, especially when they are personalized. Use employee feedback to refine the CATS continuously, ensuring it remains relevant and valuable.

The Future of Conversational AI Ticketing Systems

The future of CATS is promising. As AI technology advances, we can expect the ticketing system to get equipped with even more sophisticated features. This technology will become more robust and user-friendly with time, and you will not want to miss out on a smoother experience for your employees. The expected advancements can be:

  • Advancements in Natural Language Processing (NLP): According to ongoing trends, CATS will understand natural language more effectively with technological advancements. This will enable these systems to handle complex employee queries more accurately.
  • Machine Learning capabilities: CATS will leverage machine learning to anticipate employee needs. This means the system will learn from the previous interactions to predict more complex issues efficiently. It can offer better proactive support and more personalized recommendations with time.
  • Sentiment analysis: Conversational AI Ticketing Systems will analyze the sentiment of employee interactions, allowing HR and IT teams to identify potential issues and address them proactively. As this technology evolves, its approach to solving complex issues will become more human-like.

The Final Call

Conversational AI Ticketing Systems (CATS) are powerful tools for enhancing employee experience. By streamlining communication and optimizing helpdesk operations, CATS can contribute significantly to an engaged and productive workforce, a feat that every organization wants. As this technology evolves, its capabilities will continue to expand. This will undoubtedly further foster a positive and efficient work environment.

Conversational AI technologies like allow users to solve problems by interacting with an AI-powered chatbot within Microsoft Teams. They may offer as much or as little detail as they like, and the AI will respond appropriately. With's virtual assistant, you can solve 60% of L1 difficulties without human participation. Your IT team will have a GenAI sidekick ready 24/7 to answer user questions and simplify problem management.


Q. What are the benefits of Conversational AI Ticketing Systems?

CATS make getting help more accessible for employees. They can get answers faster, solve problems independently, and free up IT/HR to focus on more significant issues.

Q. How do Conversational AI Ticketing Systems improve employee experience?

It concerns less waiting time, quick solutions, and more employee independence. This leads to happier, more productive employees.

Q. What are some challenges of implementing Conversational AI Ticketing Systems?

Cost can be a factor, and getting employees to use the new system might take effort. Security is also essential, so make sure your chosen system is secure. Once you have managed these basics, you have helped yourself with the best tool to improve the employee experience.

Q. How can I choose the right Conversational AI Ticketing System for my business?

Consider what features you need, how well they work with your existing systems, and if they can grow with your company. Security and ease of use are also important.

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