24/7 Support, Zero Wait Time: The Promise of Generative AI in Employee IT Assistance

Employee support is proving to be one of the best applications of Generative AI. With multidisciplinary NLP capabilities, Generative AI unlocks great benefits and holds immense promise to transform employee support.

But can we expect that Generative AI can drive 24/7 employee support and zero wait time?

Generative AI has a massive adoption rate across customer-facing chatbots because of the advent of ChatGPT.

It can unleash similar effectiveness to tackle common support challenges for employees more efficiently.

Like customer support, industry leaders can look toward Generative AI to make things easier for support teams and help desk users.

Let’s see how you can make great use of Generative AI to ensure zero wait time for 24/7 employee support.

24/7 employee support ensures that employees get help and find answers to their queries to solve problems—no matter when these questions come up, what time, and from which place in the day.

Companies can enable 24/7 employee support using chatbots, knowledge bases, and embedded messaging.

Post-COVID, companies have an intense need to help implement 24/7 support for their remote and hybrid employees because customers suddenly find growing needs to resolve their product or service-related issues.

Other than assisting employees with round-the-clock employee support, there is an immense need for 24/7 employee support.

The very fact is that a company’s IT support or help desk cannot deliver 24/7 support with human assistance. There are some challenges.

Let’s say, one day, support has a coverage of 6-8 hours. It’s going well. The next day, it has a coverage of 12 hours. Unfortunately, the next day, it needs 24 hours of support.

Can your team become available to tackle 24/7 employee support?Certainly not.

24/7 employee support is essential because it makes employees feel comfortable and helps them get going without human intervention.

• Provide support in local time zones

For example, if your remote or hybrid team members reside in a different time zone, your support team will likely not be available for users, preferably at their specific time.

Most businesses, however, have teams available for 24/7 employee needs. However, those lacking enough resources to arrange support can benefit immensely from 24/7 chatbot support.

Your employees can easily get help if they need assistance solving a productivity challenge.

• Offer support for new tools and policies

You have a growing team. Rules, policies, and tools are designed individually for each employee segment.

Your remote, on-site, and contract team members can have varying needs.

A 24/7 chatbot support can help them learn onboarding rules, apply for tools, access any tools without the manager’s approval, apply for leaves, claim reimbursements, etc.

• Meet user expectations in digital first-time

Generally, employees are reluctant to compromise their experience at any cost. Making information available at their fingertips is a testament to ensuring long-term retention of employees for your business growth.

Employees rarely want to know if you manage a small or big team. They need digital support first to help automate responses and resolve problems.

However, optimizing 24/7 chatbot support can help yield long-term cost-effectiveness for your business growth.

Customers hate to wait. A second delay can send off customers knocking at other doors who want to listen immediately.

Employees also value minimal wait times. Although it is not incorrect to say your team would prefer 24/7 support with accuracy and thoroughness in responses—that too in zero wait time.

However, most chatbots can only feature the fundamental capability of automation and fetch information for what they are trained with.

This limitation can restrict users from retrieving real-time information.

This would ultimately hinder 24/7 support and zero wait time.

Leveraging large language models that can retrieve immense amounts of information from the data they are trained with can improve information search. So, a chatbot built with Generative AI capability can ensure 24/7 support with zero wait time.

Generative AI has massive capabilities to comprehend NLP queries and produce human-like responses.

Most surprisingly, what comes out as a challenging chore for humans, Generative AI makes that easy to complete and gain success.

This is mostly suitable for repetitive and mundane chores, which become error-prone as tasks get exhaustive and draining.

Generative AI efficiently reduces the time to solve repetitive tasks using natural language understanding and the ability to learn new techniques and interactions.

No matter if a query is new. Generative AI can examine its database and chat history to build contextual responses to solve issues and help maintain 24/7 support.

Generative AI is undoubtedly the most promising AI innovation for businesses worldwide. Since employee support can maximize generative AI for ultimate transformation, businesses aim to implement LLM-powered chat support for their employees and improve efficiency.

Workativ's no-code platform makes it easy for industry leaders to leverage generative AI properties and enable hyper-automation for employee support.

Using Knowledge AI, Workativ’s Generative AI tool, IT leaders can immediately benefit from large language models and augment automation for repetitive and mundane workflows.

Its no-code chatbot builder lets users easily implement workflows for common and complicated use cases by enabling the generative AI feature. Working with LLM architecture and deploying your bot does not require a cloud platform or deep learning curve.

Whereas app workflow automation can boost employee self-service, embedded shared live inbox makes handling tickets easy for agents.

With Workativ, agents, and employees can boost their productivity and efficiency while easily resolving common IT problems.

Simultaneously, Workativ is the right tool for companies longing to implement 24/7 support and enable zero wait time to elevate user experience.

It’s no wonder that generative AI is the businesses’ greatest priority to improve employee support and remove human dependency to drive towards zero wait time. If you are interested in driving employee support independent of human agents for common use cases, Workativ can help you.

To learn more about our Generative AI offerings for 24/7 employee support, schedule a demo today.