Handling employee IT support can be overwhelming, especially for a company with dedicated IT operations and infrastructure.

With that, an IT manager's day goes by allocating the right resources for service desk staff, helping them answer as many tickets as possible. Unfortunately, most tickets encompass repetitive, common, or routine issues. Tickets grow in large volumes, which is a growing pain for your IT teams.

In reality, it is a productivity challenge. Your tools and processes may be old, hindering your team's efforts to drive efficiency and productivity.

Automation can help. But when you can get more than automation, you can manage your service desk IT operations end-to-end with increased productivity.

The potential of Generative AI chatbots and automation is such that it ensures you gain hyper-automation and reimagine your IT support operations.

In this article, we’ll know Generative AI promises for your service desk chatbots and automation to help you optimize employee IT support operations.

What we see is the service desk struggles with productivity issues. A task that ought to be solved in a few hours usually takes hours, days, and weeks.

Generative AI is an advanced AI solution designed to boost labor productivity, irrespective of business functions.

There are several studies on the boost of Generative AI productivity.

• When combined with other technologies, McKinsey says generative AI can increase productivity annually from 0.4 to 3.4 points. It also confirms that the labor productivity of customer support functions can grow by 30-45%.

• Investopedia reports that, depending on the adoption of AI tools, Generative AI can increase labor productivity by 0.1-0.6 annually by 2040.

• Goldman Sachs Research confirms that Generative AI will help drive labor productivity growth by 1.5 percent over the next 10 years.

• Brookings Institution discusses some case studies highlighting GenAI experiences for improved productivity. It also believes that GenAI, being straightforward to use, can continue to improve productivity gains in the future.

The takeaway is that AI adoption is essential to driving labor productivity. On the other hand, customer support functions are likely to drive the maximum value of generative AI adoption.

Generative AI uses large language models to boost natural language understanding capacity and trains on massive datasets to boost knowledge.

Depending on this capacity, GenAI possesses the primary capability of content generation, summarization, classification, and translation. Besides, the integration enables it to offer customized answers for domain-specific needs.

When you embed these features into your employee support chatbot, you can gain extended automation to reimagine your service desks and optimize operations to complete tasks end-to-end.

This AI technology can exhibit these potential attributes as it —

• Leverages extensive language understanding to retrieve intent and context-aware answer

• Applies contextual memory to build effective communications all through an ongoing conversation

• Improves semantic search and knowledge discovery using vector embeddings

These capabilities help customer and employee support extensively compared to how typical self-service can handle routine questions.

Further, GenAI provides more through automated and personalized responses, autonomous problem-solving, and service desk empowerment.

The integration of proprietary datasets or knowledge repositories into LLMs empowers GenAI to extend how service desk chatbots work and offer end-to-end problem-solving. You can observe the difference when you adopt GenAI chatbots for your service desk.

1. Extended self-service

Typical chatbots with automation have the potential for friction in user experience when complex workflows or critical questions come. Autonomous problem resolutions can take a hit and involve agents for petty issues.

However, GenAI chatbots, with the power of extended automation, can remove the existing friction in self-service in many ways.

• Disambiguation: GenAI allows chatbots to classify or disambiguate user intent for requests and deliver instant answers.

• Context-switching: Self-service with custom GenAI properties generates tokens fast, enabling it to get contextual memory and provide contextual answers every time, even if a topic changes between conversations.

• Multi-step workflows: Complex or subtasks are easy to handle for GenAI-powered self-service chatbots. There is no need to create custom workflows, but your GenAI chatbot can adapt to questions as they come and handle the complexity of user queries.

• Automated triage: GenAI chatbots efficiently use service desk data to detect which IT team can handle a particular case. The right prediction routes a request to the right team and speeds up resolutions.

2. Improved shift-left

The shift-left strategy ensures tickets quickly reach the closest point of contact and find resolutions within it other than moving through various tiers. GenAI chatbots and automation help new agents adapt comfortably and retrieve AI suggestions or information to resolve issues quickly.

3. Deeper knowledge resources

Companies use custom GenAI solutions by integrating LLMs with their proprietary data repositories and other significant knowledge systems. The world of knowledge is also a key strength for GenAI chatbots. With both worlds, you can enrich knowledge search and discovery, resolving issues faster.

A custom GenAI chatbot can handle any question and transfer a call when a complex question arises.

You can ensure that your employees can autonomously handle routine tasks and even complex workflows without looking for an agent’s help in many cases. Adopt it and handle many use cases as below:

1. Update on assets

Allow your employees to receive updates about when to expect a company tool. This is very effective for keeping them updated when they work remotely.

2. Reminder on password expiry

Getting locked out of an account is a bad experience that can wreak havoc on employee productivity. Remind them in advance to change their passwords and keep going.

3. Software installs

Your DevOps, IT, and application security teams need frequent software installations to boost productivity. GenAI chatbots can observe various scenarios between users and agents and adapt to learn new or unique things. Your employees can work autonomously and handle the issue easily.

4. User provision

Allowing your employees to access various tools is a complex workflow. GenAI chatbot can help your people access tools by allowing them to fill out a form.

5. User deprovision

Get your employees out of official accounts and apps automatically with GenAI chatbot workflow automation. As you offboard an employee in HRSM, deprovisionning happens in real time.

6. Set up VPN

Your employees must set up VPNs and other related processes for added security and work efficiency. However, VPN-related technicalities are challenging. You can retrieve custom information and solve your employees’s problems with GenAI chatbots and automation.

7. Access request

Let your employees access company-wide applications without weeks or months of delay. GenAI workflows can seamlessly allow your employees to get approval and ensure access.

8. Password reset

Fixing password reset problems is a regular chaos for your agent. You create workflows with GenAI properties and let your employees independently handle the password reset scenarios.

9. Account unlock

Let your employees access company-wide applications without weeks or months of delay. GenAI workflows can seamlessly allow your employees to get approval and ensure access.

10. Printer issues

Create an automated workflow to manage many sides of printer issues. Give consolidated information to your employees and help them solve it in real time.

As ticket volume grows, it can be intimidating. But GenAI chatbots and automation make it easy to handle routine problems and route only critical problems to agents for creative thinking and analysis.

IT support operations are more streamlined now. That’s why your people, processes, and business can drive maximum value from Generative AI chatbots and automation.

Significant GenAI chatbot benefits include,

1. Zero wait time

Information is more accessible, meaningful, and contextual. Users can find the most appropriate answers to solve problems rapidly and drive IT operations to zero wait zone.

2. Personalized user experience

GenAI chatbot conversations are more often personal. Users can find answers to their problems easily, and help you optimize its use.

3. Advanced enterprise search

Your people can use the GenAI chatbot as their assistant or AI copilot to help them find enterprise questions and address challenges seamlessly.

4. Rich analytics

Generative AI chatbots can produce rich data for analysis, allowing for improvement in service desk challenges and user experience.

5. Knowledge management

GenAI can generate new content using existing or evolving data. You can effectively create new knowledge and update it frequently only to deliver contextual information.

6. Increase agent efficiency

Your people can handle problems autonomously with semantic search and prefer to avoid human assistance for every service desk matter. Agents can focus on more critical problems.

7. Better ROI

GenAI helps with the adoption of service desk chatbots due to its convenience of information search. You can maximize your AI investment and encourage everyone to use it to the fullest potential.

When it comes to optimizing IT support operations, Workativ enables the seamless implementation and automation of GenAI chatbots. It also provides features that help you achieve maximum efficiency for your employees and service desk agents.

With Workativ, you can use the following features and optimize IT support operations:

• Knowledge AI : As you look to build a custom GenAI chatbot and automation, Knowledge AI provides a RAG approach and allows your users to search for information from third-party resources and solve more critical questions to resolve problems.

• Shared Live inbox : Your agents can boost their efficiency with a shared live inbox embedded in our GenAI chatbot. This inbox allows for views into all incoming tickets, knowledge sharing with fellow team members, and the use of AI suggestions and summaries.

• ChatGPT-like answers for user queries : Your users can enjoy answers with Workativ’s GenAI chatbot as they flow like ChatGPT and give answers to custom questions for your people.

• Workflow automation : Using our LLM-based chatbot, you can turn every conversation into an automated workflow. There is less effort for you to create resources for workflows.

The more you optimize your IT support operations, the more benefits you can reap. GenAI chatbots and automation unleash immense potential to automate IT support use cases and boost your people's productivity.

The future of work is GenAI, which offers conversational and generative abilities for fulfilling more tasks.

Let us help you adopt GenAI chatbot and automation through seamless design and integration.

Get started today. Book a demo today.

1. What is a Generative AI chatbot for employee IT support operations?

A GenAI chatbot for employee IT support operations is a single point of contact that enables self-service for autonomous resolutions of routine and complex workflows in service desks.

2. How can the GenAI chatbot help optimize IT support operations?

Generative AI augments the existing state of automation for the service desk through integration that boosts knowledge discovery and application seamlessly to resolve issues autonomously. By reducing the dependency on human agents, GenAI chatbots help optimize IT support.

3. What are the use cases for employee IT support accomplished by GenAI chatbot and automation?

You can implement GenAI workflows to manage routine to unique use cases for your IT support and operations. They can include password reset, account unlocks, software installs, and cross-functional tasks.

4. How can I integrate the GenAI chatbot into my IT service desks to optimize IT support?

Platforms like Workativ bring seamless integration capability for GenAI chatbots into your existing platform with Knowledge AI, shared live inbox, and workflow automation. This can extend to a comprehensive solution allowing AI self-service and agent collaboration.