Let’s picture this: one of your remote employees has an unexpected issue while typing on a MacBook. It’s switched to some other language, and typing letters is not the same as present on the keyboard panel. As expected, with no immediate help nearby as familiar with the on-site experience, it is a random back-and-forth search on the internet.

The generalized information may lack relevance as it could only return a handful of keyword-related options. By then, your employee has lost a couple of hours. The time is ripe for him to request IT support. Unfortunately, the ticket lands in the queue, and support may be available in a day or two. Employee frustration only compounds as IT support arrives late.

On the flip side, your onsite employees can have a similar experience if employee IT support is tasked with tickets in the queue. Regardless of hybrid, remote, or a combination of both, if support misses top-notch service quality, you can deny your employees the convenience of a frictionless digital workplace.

Applying Generative AI properties to service desks helps extend automation and unleashes transformational potential of LLMs or GPTs, which unlocks frictionless workplace experience.

Let’s learn how to unlock the immense potential of your employee IT support and transition to a frictionless digital workplace.

Most companies still prefer legacy and traditional IT support to facilitate employee IT support. Knowing that these legacy systems focus on elementary service desk support only and struggle with scalability, these tools play a static role. CISOs or IT leaders suffer problems due to a lack of an IT investment budget, or, often, stakeholders are rigid when considering a new tech innovation. Some reasons are stated below as to why service desks remain outdated.

Point solutions

In most organizations, employee IT support hinges upon the IT help desk, a standalone solution. It focuses on providing essential support instantly for basic incident and problem management to meet SLAs. The primary objective is to help create a ticket and give a break/fix solution. With only one or two specific features, the IT help desk supports a specific ITSM objective. The modern workplace needs seamless and real-time support for every aspect of work needs, which only a comprehensive service desk can meet.

Too many points of contact

Yes, a service desk is considered a single point of contact. However, the traditional ecosystem uses too many tools to capture requests for issue resolutions. Traditional IT support has an incoming request from messages, chats, and voice calls, preventing data from being centralized in one place. Besides, the lack of visibility into requests impedes immediate access to information and delays the response and mitigation of a problem.

Knowledge management

One specific reason self-service provides rudimentary answers is that it has low-quality and disorganized knowledge articles. Automation in self-service can only fetch FAQ-based answers. At times, these answers become rudimentary, increasing the time to resolution. Knowledge management remains outdated and continues to deliver irrelevant and inconsistent answers, only to increase friction in employee experience.

Employee engagement and change management

Legacy ITSM platforms for service desks have fewer users because of their unintuitive interface. Users are slow to adopt the platform and prefer using existing communication tools to report service desk issues. Simultaneously, this adversely affects change management as companies want to create a frictionless digital workplace experience.

The lack of appropriate advanced service desk tools and automation can compromise the employee experience in a digital workplace. But, the sigh of relief is you can easily overcome the disruption to your service desk support with Generative AI capabilities and create a frictionless digital workplace.

Generative AI is a perfect work enabler. Deloitte survey also stamped it through its Q1 survey. By leveraging Generative AI for your service desk, you can build a frictionless employee experience, regardless of where they are and when they need help. By harnessing multiple capabilities driven by LLM or GPT-based technologies, you can allow your people to do their best work by solving problems rapidly.

24x7 self-service support

How frictionless it is to allow your employees to resolve their issues autonomously without escalating a ticket or contacting service desk agents. GenAI-powered self-service chatbot makes remote or onsite employee support faster, smarter, and easier for your workplace.

Workativ helps you automate most of your employee queries and support requests. It provides 24/7 accessibility to LLM-powered chatbots, offering consolidated answers with improved contextual awareness for real-time problem resolutions. Be it for password reset, account unlock, new asset request, or anything else, Workativ’s conversational AI improves self-service and increases engagement.

AI-powered ticketing systems

Generative AI elevates the capacity of your service desks by layering IT ticketing systems with extended automation. It is always less work for your service desk agents as they can directly work on the problem instead of spending time analyzing the problem history, consolidating information, and assigning it to the right team.

The intelligent IT ticket automation chatbot from Workativ applies the auto-triage solution. So, a ticket is escalated to an agent when required based on the problem categorization with full context. The flexibility of integrations with marketplace ticketing tools allows for seamless development of workflow automation and problem resolutions. Built for Slack or MS Teams, Workativ smart ticketing chatbot automation drives engagement and provides 24x7 support.

Predictive maintenance

Your employees never know when their assets might become out of order or inaccessible. Generative AI applies to existing automation and helps employees perform essential workarounds or implementations to stay active and productive.

As you can easily integrate Workativ’s LLM-powered chatbot with existing workplace tools, it is easier to automate predictive maintenance reminders. Leveraging these bot notification workflows, you can keep your employees always on the swing as they can easily update their passwords, fill surveys, update OKRs or personal info in the HRIS systems, etc. Workativ’s bot notification helps you gain an expedited predictive maintenance advantage.

Knowledge base integration

One significant way to foster a frictionless digital workplace experience is to provide the flexibility to integrate a knowledge base with the chatbot. On top of that, if you can incorporate an intranet, company website, and a multitude of data repositories, you can improve

knowledge search and information discovery to elevate the auto-resolution experience.

Workativ’s Knowledge AI, a RAG-based system with hybrid NLU capacity, helps with the flexible development of knowledge repositories. The convenience of adding numerous knowledge articles present in your Sharepoint, DropBox, ServiceNow, HubSpot, Notion, Confluence, or anywhere else improves the search experience for your employees and drives user engagement.

Remote access management

LLM-powered chatbot with integration capabilities with HR systems or any other systems can make an instant API call and run the workflows for immediate action. For example, if new employees are onboarded, it is essential to nurture frictionless employee experience by allowing them access to company assets or tools to work at their best.

Workativ’s chatbot automation applies LLM or Generative AI properties to understand some system activities and escalate workflow automation to allow user provision. Similarly, it helps with de-provision processes when an employee leaves their jobs.

Data analytics and reporting

Generative AI has the inherent capability to play with numerous datasets and learn from them. Thus, it is apparent that Generative AI is a treasure trove of data. Since your service desk chatbots or ITSM platforms generate an extensive number of data points, it gives you amazing abilities to capture them and analyze the performance of your service desks.

With Workativ’s chatbot analytics feature, you can get a more profound sense of chatbot usage by employees. These analytics help you drill down to the granular aspect of employee conversations on your service desks. You can track average session duration, tickets resolved, tickets unresolved, etc, and bring a transformative change.

Employee IT support automation combined with Generative AI properties helps you drive a frictionless digital workplace when you prioritize and focus on these capabilities. In turn, you can maximize multiple employee and company benefits.

The benefits of the digital workplace are multifaceted. For employees and customers, there is less friction in getting help, which improves a business's overall health. Here are some fantastic benefits for GenAI-powered employee IT support automation.

Increased employee experience

Generative AI employee IT support automation seamlessly helps solve issues related to routine workplace challenges. Employees gain twice as much productivity as they need to resolve common problems and return to work fast without waiting for a support call. AI self-service-driven auto resolutions make users happy, and businesses can build long-term relationships with their employees.

Personalized self-service

Employees enjoy personalized support from GenAI-powered chatbots. Generative AI learns to show empathy as humans do. Whenever a conversation goes on, GenAI chatbots offer personalized feelings, which improves engagement and reduces agents' workload. It provides cost-effective benefits as tickets go down.

Improved productivity

According to the Deloitte survey, organizations agreed that productivity, efficiency, and cost efficiency are the most common benefits Generative AI could bring. Generative AI quickly improves communications and problem resolutions on the service desk side, allowing agents to focus on strategic and creative problems.

Increased satisfaction

Generative AI ensures reduced errors and maximum accuracy with relevant information searches. Besides, employee IT support is made available 24x7 with zero-touch needs. For every common problem, such as ‘reset passwords’ or ‘unlock accounts,’ employees are happy to solve them autonomously.

Scalability

As you grow, service desk calls also grow. However, scaling with the volume of tickets is necessary to keep your employees happy and satisfied. Unlike traditional employee support platforms, Generative AI-powered chatbots help you gain scalability and seamlessly adjust to bandwidth with the ability to offer expedited self-service with knowledge management integration and hybrid NLU.

Generative AI holds tremendous promise. Simultaneously, it is not averse to risks. Safe AI development and ensuring security for organizational or national properties are critical. AI firms must adhere to the compliance needs that urge them to report their safety test results and their proposed plan to bolster standards, tools, and tests for future initiatives. Be it the EU or the Federal government, every regulatory body makes AI safety measures mandatory.

To ensure that your LLM-powered IT support automation tools are secure and trustworthy, you can take the following measures

The human factor for elevating LLM-powered chatbots

AI can speed up specific processes to reduce unnecessary stress. However, the outcome can be generic and flawed, which may need to meet the needs of service desks. AI must integrate with the human factor. Let’s say your service desk team uses GenAI to generate knowledge articles for employee support.

No one better than a human could spot potential issues and nuances in the drafts. Built-in human oversight that unleashes creativity, innate intelligence, and judgment is invaluable in creating relevant and contextual copies and improving communication, response, and problem-solving. In their survey, Deloitte found that 48% of respondents are improving data quality as part of their Generative AI strategy.

Post-training, human oversight is critically significant in mitigating further risks of misinformation and biased behavior of chatbots. Humans help provide continuous insights and bring unique ways to improve the chatbot experience.

Data cleaning

If training data is flawed, output or responses could be flawed, too. Generative AI leverages inherent capabilities to generate unique and new content based on its training data.

Thus, if there’s any wrong information in datasets, GenAI would use that as a reference and make up an answer with incorrect information. There must be a thorough data cleaning process to remove faulty data or misinformation from data resources and provide a safe tool for employee support. According to Deloitte, 54% of survey respondents agree to increase data security.

Training guidelines for AI use

Regardless of the company's size, employees view GPT-based chat applications as an enabler of all our work at all levels. While these chat-based tools become widespread everywhere, companies must provide clear guidelines and employee training. Considering AI chatbots as integral to solving all problems, your employees may be tempted to use intellectual property details sensitive data or client data, which purportedly draws red flags. Build clear guidelines on how your employees can handle professional data so that you can prevent misuse and mitigate potential legal action.

Organizations are accelerating their investments in Generative AI to move from potential to performance. The goal of Generative AI is high performance, which drives innovation and provides a seamless user experience.

Generative AI is significant in unleashing great potential for service desk support, which offers the necessary capabilities to eliminate existing productivity and efficiency challenges and help organizations move to a frictionless digital workplace.

One of the easiest and most cost-effective ways to facilitate a digital workplace for remote and onsite employees is to leverage no-code SaaS-based GenAI chatbots. You can gain speed to market, make your employees extremely comfortable embracing change and reap benefits.

If you think the time is now to maximize Generative AI benefits for your employee IT support automation, act now. Workativ can help. Schedule a demo today.

1. What do you prioritize when building a frictionless digital workplace?

When building a frictionless digital workplace, it is essential to prioritize employee experience. Your service desk can meet this objective by leveraging Generative AI capabilities, which ensure information is available instantly and offer the ability to auto-resolve issues for your remote or hybrid employees.

2. What role does Generative AI play in helping organizations create a frictionless digital workplace with service desks?

Generative AI extends the current state of automation for chatbots or self-service portals by offering extensive language generation capabilities, improving real-time response generation. Other than FAQ-based answers, Generative AI allows chatbots to refer to historical data and existing training data to match relevance with queries and provide answers to unique questions. This helps reduce wait time and reliance on agents and boosts employee productivity.

3. How does Generative AI provide a frictionless digital workplace experience through service desks?

Generative AI brings flexibility to knowledge searches from its extensive training datasets, which probably feature the world of knowledge. On top of that, if you add a RAG approach to it, you can maximize search experiences and accelerate problem resolutions for remote support to offer a frictionless digital workplace experience.

4. Mitigating risks to frictionless digital workplace experience

Your service desk can unleash the potential of Generative AI by applying it to self-service to facilitate knowledge management and information discovery. AI ticketing automation can leverage GenAI to reduce agents' workloads by automating triage and offering accurate context to queries. GenAI improves support, which enhances efficiency and productivity and enables a frictionless digital workplace.