User queries can comprise different essences. A strategy built to satisfy user queries may need a change periodically, too. A unique user request aims to leverage a new approach to addressing the problem, delivering a consistent experience for internal employees, and building robust customer relationships.

Every strategy for synergy a company picks up involves the same underlying objective — unified communications and coordination between departments, teams, and various operations.

At times when Generative AI unleashes phenomenal competencies, Knowledge AI — a custom large language model with a company-owned data repository fosters unique strategic synergy for business leaders.

Marrying Knowledge AI with internal customer support builds unique partnerships between a machine and a human, which brings transformational change to support.

The synergy between machine or Knowledge AI and employee support weaves a unique experience for humans by automating multiple mundane tasks.

Using human creativity and unique problem-solving skills with Knowledge AI helps accelerate automation capabilities in the knowledge discovery area and derive critical insights to facilitate fantastic business results.

We can say that Knowledge AI or machines and humans are integral to each other – they combine to become superpowers and craft beautiful experiences for your employee support.

Businesses want processes to be easy and fast for their employees so that they can optimize their productivity and drive tangible outcomes.

Knowledge is critical — and your chatbot emerges as the first point of contact to help address a problem.

What if your chatbot supplies information that lacks context — it frustrates your people and drains their time.

• Operational efficiency is at stake. Your employee support chatbot does not provide enough information to help solve a problem. For example, a user shuffles through different articles to get access to business applications. It contains many pages to navigate, but the correct answers sit aloof. Your self-service portal fails you, plus triggers challenges for your agent. Overall, your team sustains a loss of operational efficiency.

• Employee morale takes a hit. A rule-based or keyword-based chatbot lacks contextual awareness and intent identification. Employees become frustrated as they must repeatedly type before seeing a rather disappointed response.

• Brand loyalty can also drop as employees exhibit less interest in becoming loyal advocates and promoting the brand among its community and groups.

Knowledge AI supercharges the availability of information and acts as an efficient and powerful component or technology to build the finest human-machine relationship to transform employee support and provide seamless resolution for user queries.

Your employee support could emerge as the best medium to act as an effective synergy between your company and internal users.

But how often did you realize its answers are complicated, incorrect, or irrelevant because it couldn’t recall what was said earlier in a chat session?

This is a possible scenario with a chatbot for an employee support system.

Knowledge AI empowers your employee support system to supply information for employees they want to find and solve problems.

By effectively enhancing communications and coordination for every department in your organization, Knowledge AI allows people to leverage the benefits of strategic synergy between technology and employee support systems.

• With domain-specific knowledge, the Knowledge AI chatbot can streamline operations for human, increase their productivity, and improve the efficiency of the support system.

• By integrating with the company’s support system, Knowledge AI can ingest company proprietary data and help users become aware of company policy, culture, and goals, helping them engage and thrive.

• With each piece of information being designed to reflect the company’s progress, project status, etc., stakeholders can stay on the same page, improve coordination, and facilitate growth.

Knowledge AI is a real boon to augment the capacity of employee support. Just as a typical chat support fails to comply with user expectations, it fails you in every quarter — from preventing your employees from achieving productivity satisfaction to delivering customer service, and so on.

Here’s the way to maximize your employee chat support using Knowledge AI.

Keep track of projects

Enhancing productivity for a project's success equals a team’s success.

How can you do it if your chatbot is too rigid and rudimentary to talk to your internal systems?

Knowledge AI offers seamless integrations with internal business document systems such as Google Drive, OneDrive, SharePoint, Confluence, etc.

This is helpful in fetching information for an ongoing project and finding status updates. By keeping everyone in the loop, Knowledge AI helps gain accelerated know-how project status and make iterative strides when needed at scale.

Make stakeholders aware of business developments

Knowledge AI makes information easily searchable and navigable via ChatGPT-like information delivery capacity.

Say your sales team needs to follow up with a client regarding a project to discuss service pricing plans in an unplanned call.

If a project coordinator has a no-show on this particular day, a stakeholder likely needs to become prepared to talk about this specific aspect.

Thanks to Knowledge AI. If your internal system gives access to Knowledge AI, it produces information instantly in real time, along with supporting documents.

So, your team can gain the readiness to attend a sudden client call and create a positive impression.

Not just project-related information but all business development information can be fetched using Knowledge AI by stakeholders.

Share knowledge of internal processes or functions

How about keeping your employees waiting for days, if not months, for a small piece of information?

Ideally, very common employee queries take longer for HR to answer. These questions can include,

• ‘How many days of paid leaves for maternity are there?’

• ‘How is tax calculated for a specific pay scale?’ and

• ‘When can I get reimbursement for a business trip?’

• ‘How can I get a high-resolution monitor for my graphics works?’

Integrating Knowledge AI with your employee support systemssaves your HR team time while helping share information on every crucial topic, such as finance, tax, company culture, etc.

Educate employees about company culture

Not every time are your support teams ready to help solve a common problem for an employee on company culture.

A typical chatbot can be redundant at a certain point to impede the productivity and efficiency of an employee by surfacing lengthy content.

If an employee wants to know specific guidelines to apply for a leave for a trip, seek special permission to work from home or get access to internal business applications, they need information that helps clear doubts.

Knowledge AI produces clear and concise information from the company data repository without employees needing to reach through lengthy content.

They can save time by getting real-time information while improving productivity.

Provide hyper-automation through a Knowledge AI self-service

Instead of asking to rephrase questions to your employees, leverage hyper-automation to accelerate the pace of operational processes.

Knowledge AI-backed self-service improves efficiency, streamlines processes for mundane workflows across IT or HR departments and allows your employees to solve problems efficiently.

This gives the employee support ample opportunities to find solutions to common problems early and reduces the chance of connecting with tier 1 or 2 contacts.

Deliver bespoke IT support

Your team’s productivity excels at scale as long as you provide efficient IT support to reduce downtime and improve the uptime of your systems and applications.

Unlike a typical chatbot for ITSM that makes information not so useful for users, Knowledge AI understands the context and intent of a user’s query and finds the perfect match for it.

For example, a predefined workflow can trigger a ‘password reset' process via a link. Even after the reset, if a user cannot access that application, Knowledge AI helps fetch information to address the issue and reduce downtime.

Streamline HR workflows

Writing emails to candidates, connecting with new hires, and helping them onboard are all synonymous with what an HR does daily.

Internal chatbots can streamline these processes, but they possess limited automation.

For example, most organizations automate paperwork. Unfortunately, they still need manual intervention to send the file through email.

Knowledge AI can automate end-to-end paperwork tasks — from sending emails to inviting users to do the necessary functions.

Besides this, Knowledge AI offers full HR support for mundane tasks such as user onboarding and offboarding.

Unify information for agents

It is hard for agents to aggregate information as users share their problems via multiple channels.

Unable to connect the dots between what one shared on one channel and the other, agents have unclear views about users’ problems.

Knowledge AI unifies information from various platforms and provides omnichannel experience to solve problems in real time.

Also, the ability to craft follow-up messages or provide insights into how they tackle upcoming problems reduces agents’ involvement.

Workativ helps businesses fuse Knowledge AI and employee support, making it easy to increase process efficiency and operation resilience.

By empowering the employee support team with Knowledge AI, Workativ crafts enriching experiences by combining human-machine power for the seamless resolution of user queries.

Knowledge AI enhances information discovery and search performance by integrating with company data spread across various channels or platforms.

As you build with Knowledge AI, you gain seamless employee support benefits —

• Get straightforward and specific answers to your queries instead of vague responses or links to lengthy articles

• Build rapid yet effective communications for everyday processes for your employees

• Automate common to complex tasks such as sending emails for onboarding, fixing printer issues, provisioning assets, etc

• Create as many use cases as you need for your employee support

• Build custom workflows for common industry scenarios or domain-specific use cases

Workativ offers a cost-effective solution to build your Knowledge AI for employee support without all the hassles of building an LLM solution.

With Workativ, it is easy to integrate Knowledge AI with your employee support and improve interconnectedness among people and processes.

To learn more, visit our Knowledge AI page.

If you want to elevate user experience through expedited employee support and outstanding partnerships between people, Workativ Knowledge AI can help. Schedule a demo today.