Using Conversational Ai To Revolutionize Service Desk

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Using Conversational Ai To Revolutionize Service Desk

Using Conversational Ai To Revolutionize Service Desk

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Using Conversational Ai To Revolutionize Service Desk
Service Desk

We all know that employees are the backbone of every business. However, acquiring them can be difficult while retaining and engaging them even more difficult. Today, most employees demand personalized interactions and a streamlined experience across devices in a fast-paced, hyper-digital world. With the advent of digital technology and the change in the corporate world and service desk industry dynamics, communicating with employees has been profoundly altered. Effective communication between employees and clients is crucial to ensuring the organization's smooth operation. Businesses invest ample funds in marketing to clients, but they overlook one crucial area to improve communication - employee service desks.   

For decades, organizations have relied on the traditional service desk to provide generic answers to inquiries. Rather than providing support, these service desks often confused the employees. But things are changing as we move into modern times and adopt modern tools that streamline company processes. Today employees want instant access to digital technology in the workplace that allows them to perform their jobs more efficiently. Considering the changing employees' demands, CIOs across the world are under extreme pressure to find technology that streamlines business operations, reduces operating costs, and revolutionizes the employees' experience.

By introducing innovative technologies to businesses, companies are able to utilize new features and tools to enhance internal communication. Conversational AI tool is one of them.

Conversational AI: What Is It?  

Those of you who have ever asked ‘Siri’ to change your location or ‘OK Google’ about the time of your next meeting or ‘Alexa’ to play music, already know what Conversational AI is capable of. In artificial intelligence (AI), this sub-category refers to the technology that allows it to understand what we say and converse with us. Although artificial intelligence (AI) and virtual assistants made some negative headlines in the past, today they are making office life better for most and even create new employment opportunities.

Conversational AI is a technology that uses data, machine learning, and natural language processing to enable human-computer communication. They create a human-like level of communication by recognizing and translating speech and text input into computer languages and making it possible for human-like interactions to take place. Thus, it is a constantly enhancing technology since it learns from every new information. As a part of Conversational AI, digital humans and chatbots can improve the customer and employee experience. The employees can better manage routine tasks, while IT staff can focus on proactive measures to reduce security risks and network outages. A variety of industries have benefited from this technology. Conversational AI will change the way employees interact with their phones and accomplish their daily tasks in the same way Alexa and Google Home have.

Conversational AI: A Necessity For The Modern Workforce  

Increasing consumer expectations in recent years have led to a similar expectation among employees. If first-level support takes an average of 24 hours, it reduces employee productivity and leaves employees unsatisfied. Prior to artificial intelligence and automation, employee support was fragmented and dispersed, making it difficult for employees to find wholesome and well-suited support.

Ever since AI was integrated into employee service desks, support has become highly automated, and users have received more personalized service. The employee service desk, powered by artificial intelligence, has effectively moved the focus from agents to employees seeking help. With conversational AI, automated technology has gone one step further and employees now have a system they can talk to. Now, bots and voice assistants are able to answer employees' questions and provide the solutions they are looking for just as a support representative would. Thus, businesses of all size are increasingly adopting conversational AI and empowering their employees to receive support. As per the statistics of Accenture, AI technologies will boost employee productivity by 40% by 2035. In this way, organizations can provide more personalized experiences to their customers and boost their business ROI.

Implementing Conversational AI In The Employee Service Desk  

The service desk has always been swamped with employees' complaints, queries, and requests for technical support. Earlier, most of the organizations were using traditional service desks. It takes a long time to serve employee requests, leaving them frustrated and confused at the end. The result has adversely affected the employees by decreasing productivity, increasing waiting times for a resolution to a ticket, employee dissatisfaction, exhausting support agents, and skyrocketing support costs. This is where conversational AI comes into play.

Undoubtedly, employee service desks and conversational AI are a perfect digital match! Having been introduced to employee service desks, conversational AI allows chatbots/virtual assistants to automate recurring tasks, free up human agents, and make decisions faster. It is all achieved while providing exceptional one-on-one experiences to the employees. Conversational AI allow virtual assistants and smart chatbots to interact with employees, understand their problems, and provide satisfactory solutions. Thanks to these technologies, support agents no longer need to respond to every employee query.

Advantages Of Integrating Conversational AI Within Service Desk  

  1. Retrieve information around the clock

    When it comes to human support agents, employees only have a limited time to obtain assistance. Reaching to each employee, understanding their problem, and providing a solution takes longer than expected. AI-powered chatbots and voice assistants are available 24/7, whenever users need assistance. Further, machine learning tools enable it to scan the organization's knowledge base, retrieve specific information about the question asked, and provide it to the employees within 15 seconds.

  2. Reduced Support Costs

    Conversational chatbots could guide your employees to learn new processes and get trained without paying support costs. The AI-powered employee service desk empowers your employees to resolve their issues independently and learn new skills. Enhanced motivation leads to increased productivity, which is crucial for leveraging their efforts.

  3. Speedy Resolution of Cases

    Traditional employee service desks take a long time to answer employees' questions. However, integrating conversational AI within a service desk speeds up the process, eliminating the need to pass through multiple levels before reaching the support agent. The AI-powered service desk keeps track of every interaction with an employee, every question they ask, every ticket they create, and every detail they provide. With this data, the system can determine a solid solution in a matter of minutes for your employee based on the existing enterprise data.

  4. A multichannel approach

    Your employees may access the employee service desk using desktops, laptops, or mobile phones, depending on their jobs and positions within the company. Conversational AI works effectively on all digital devices with access to your service desk and is platform-neutral. It is thus flexible and convenient for employees without desk jobs to receive real-time assistance from the AI-powered employee service desk.

  5. Enhance Workplace Productivity

    Businesses have had to deal with a lot of issues during the pandemic situation. Thus, they must focus more and invest in technology to enhance their workforce productivity in 2022. Employees spend less time looking for answers and waiting for the right response with conversational AI. As a result, they get more time to concentrate on their jobs and work more efficiently.

  6. Microlearning for employee upskilling

    Microlearning within a modern service desk is a relatively new method of delivering bite-sized training content to users. It allows employees to get trained by spending less than ten minutes each day rather than taking longer courses and watching tedious videos that take up several hours. You can provide your employees with appropriate training resources through a modern service desk, empowering them to be independent.

How Conversational AI Is Revolutionizing Employee Service Desk?  

CIOs have spent millions optimizing the value chain, improving ticketing systems, enhancing call routing processes, outsourcing at a lower cost, and implementing process-centric metrics -- with limited success. Moreover, traditional service desks do not cater to employees' needs in this hybrid workplace. Thus, it is essential for organizations to automate their employee service desk to streamline their support processes in a hybrid workplace. Conversational AI can increase productivity, reduce time-consuming tasks, and increase efficiency at the service desk.   

However, let's look deeper into how conversational AI can revolutionize employee service desks.   

  1. Conversational chatbots for first-level employee support

    The AI-driven service desk allows employees to engage with a conversational chatbot immediately after logging on instead of waiting for support staff to respond. These chatbots provide users with fast and reliable support by answering their questions timely. If the employees are not satisfied with the first-level support, the bot will automatically assign the case to the right agent to investigate the issue and provide a better solution.

  2. Provide seamless employee support through a collaborative platform

    An AI-powered employee service desk provides seamless and instant support to your employees right within collaborative platforms such as MS Teams and Slack, which they use most frequently.

  3. Twitter-age Knowledge Management System

    Utilizing AI-powered service desks can allow organizations to build their enterprise knowledge base and provide employees with personalized support. Twitter-age knowledge management is a necessity for all modern service desks. The employees only need to ask the question once, and all the contextual information appears on the single unified platform within seconds.

  4. Invisible Ticketing System

    Several employees dislike the concept of a traditional ticketing system, while others have no idea how to use it. Employees prefer to register complaints by email or phone whenever they encounter a problem. Having an AI-powered employee service desk makes ticketing invisible, as most employees are unwilling to leave their collaborative tools. Today's employee service desk leverages a conversational AI interface and let employees create tickets, check the status of their tickets, and can interact with a support agent within their collaborative platform. An employee will be notified when the issue has been resolved, and the ticket will be closed.

  5. Automate Recruitment Processes

    Employers and managers can use conversational AI to find the right job matches for their employees and improve employee morale, productivity, and experience. In Forbes' report, most companies deploy AI-enabled tools to assess candidates based on their cognitive and emotional abilities without considering their gender, financial status, or race. Moreover, AI-driven interviewing tools let businesses conduct text interviews on-demand, automate scheduling, and eliminate unconscious bias during the recruitment process. A great candidate experience will be delivered by reducing the hassles of the hiring process.

  6. Facilitate an easy onboarding process

    According to Glassdoor, a robust onboarding process can increase productivity and retention of new hires by up to 70 per cent. Effective onboarding practices are vital to your organization's success in business. Onboarding programs today rely heavily on technology to engage learners. Providing an effective and meaningful learning experience that benefits businesses achieves this.

    In-depth onboarding combined with engaging training methods and conversational AI can make a huge difference. Conversational chatbots are currently the preferred tool for recruiting and settling new employees into roles and learning about their new workplace. It is easy to onboard new employees with AI chatbots since they feel like they are interacting with HR agents.

  7. Streamline password reset request

    Many IT professionals are tasked with handling repetitive requests for employees' passwords to be changed and reset. Their attention tends to drift away from more important aspects of the business. By integrating an AI-powered service desk with your collaboration platform, you can directly connect change/reset requests to the back end, authenticate the employee's identity, and make changes as quickly as possible without human intervention. Your IT department is relieved of repeating these processes, saving them time and effort.

  8. Getting Automated Notifications

    It is possible to automate the notification of employees on specific matters through an automated employee service. In reality, a modern service desk enables you to alert your employees in real-time about any outage, important date, deadline, schedule, or anything they need to know.

  9. Conversational microlearning for employee training

    Training is vital to ensure employee productivity and prevent skill gaps in this new hybrid era. Interactive training programs for your employees will make them productive, effective, and stay satisfied. Hence, HR managers must figure out how to leverage conversational AI's revolutionary qualities to revolutionize on-the-job training. Organizations can enhance employee development and training using conversational microlearning.  

Conclusion: Conversational AI For A Modern Workforce  

It is a fact that millennial employees expect and demand quick and easy service experiences anytime and anywhere. The implementation of Conversational AI allows organizations to provide personalized experiences and automate resolutions to these expectations. Modern employee service desks like allow companies to offer their employees unified and seamless support through conversational virtual assistants.

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