10 Ways to Use AI Chatbots for Internal IT and HR Support – Workativ

Are your HR and IT processes creating frustrations and stress for your employees?

Have you ever realized why your people struggle so much to get help for common HR or IT issues?

The standard picture across every industry is that employees spend much time finding critical yet simple information about HR and IT services.

If you can fix your existing employee experience hurdles, you can improve the employee experience.

Conversational AI Chatbots that work within your business communication channels, such as Microsoft Teams or Slack, can improve employee experience in many ways. From HR activities to IT support and training, an AI-driven chatbot for internal employees can make life easier for your employees and provide greater efficiencies for your business.

In this article, we explore ten ways conversational AI chatbots can improve the employee experience by automating internal IT and HR support processes.

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What is an internal conversational AI chatbot?

AI chatbots for Internal IT and HR support

An internal conversational AI chatbot is a platform that helps businesses provide their employees with real-time responses to resolve problems and perform tasks. For example, businesses can use AI chatbots for Internal IT and HR support within their business communication channels, such as Slack or MS Teams, to boost employee productivity and operational efficiency.

How does a conversational AI chatbot work?

AI chatbots for Internal IT and HR support

An internal conversational AI chatbot uses natural language processing (NLP) and natural language understanding (NLU) to derive context from human conversations. With the capability to recognize the intent behind a question or request (for example, password reset, login issues, or tax calculations), an AI internal chatbot can easily simulate employee requests and provide an intelligent response to help execute an action.

With more sophisticated AI technology, such as Generative AI, HR and IT support bots can work faster to automate responses and resolve problems.

The top five ways AI chatbots help with internal IT support

IT Service Management (ITSM) can now be automated through AI chatbots for IT support. Infused with natural language understanding or NLU, AI chatbots for IT support empower your workforce with better productivity and compliance that benefits the help desk overall. Let’s take a look at five ways in which you can make use of AI chatbots for IT support.

#1 IT support— password reset

Internal IT support follows the 80/20 rule to a certain extent. Regarding support, high-frequency, common questions represent about 80% of the total support volume. The other 20% are usually outlier questions or issues. High-frequency questions are low in value and simple to solve without human intervention. Examples include password resets or account unlocks, which an AI chatbot can solve instantly.

Internal chatbot builder to create a workflow for ‘reset password’

Create workflows for your bot and integrate them with your business communication channel

Build appropriate dialog for ‘reset password’ using a chatbot builder and dialog management module

When your employee wants to ask a question about ‘reset a password,’ the bot can explain the steps and help reset the password without the need to engage agents and prolong the wait times

#2 IT support— instant account unlock

Low-value, repetitive questions of employees, such as “unlock account,” can typically be solved with an AI chatbot using out-of-the-box IT process automation since the solution is the same for every employee.

Internal chatbot to automate ‘unlock account’ processes

Your internal AI chatbot can use keywords and understand the syntax to unlock employees' accounts quickly via OTP verification.

This gives employees the satisfaction of solving their issues rather than submitting a ticket and waiting for help.

#3 IT support—better identity and access management (IAM)

Internal chatbot to automate ‘unlock account’ processes

An AI chatbot with a self-service interface can seamlessly maintain the compliance process for identity access management platforms. As a result, you can handle the complexity of multiple access providers, including third-party access provider integrations, and great reporting tools, and leverage outstanding UI to provide a great user experience, everything conversationally.

The secure maintenance of the IAM tool enables you to manage many tasks through–

  • - Access requests
  • - Profile information update
  • - MFA requests etc

Auto-resolve 60% of Employee IT & HR Queries with AI Chatbot.

#4 IT support—user provisioning and deprovisioning

Internal chatbot to automate ‘unlock account’ processes

User provisioning and de-provisioning are often one of the first tasks an IT team looks to automate. That’s because it’s a significant burden to control, with different processes in place for a new hire versus a staff change or departure. User management tasks also involve various systems, a lot of room for error — such as misspelling somebody’s name — and demand a thorough understanding of a user’s job requirements and the systems they’ll need to access.

An AI chatbot for IT support empowers IT to help desk agents provision/de-provision users conversationally. The chatbot also applies proactive policy controls throughout the request and provisioning processes.

#5 IT support—secure VPN settings

For the organization-wide security of computer systems, setting up a VPN is necessary for your hybrid workforce.

When a VPN is set up, there are too many critical processes to follow for a smooth operation. Employees may need help configuring VPN settings, connecting to the VPN, etc.

leave management automation through internal chatbot for IT and HR support

AI chatbots that integrate automated workflows with probable VPN scenarios can help employees fix VPN-related problems and continue to work without prolonged downtime.

The top five ways AI chatbots help with internal HR support

Human Resources is the primary department of any organization, as it maintains all employees’ leaves, reimbursements, salaries, and more. The HR administration is constantly overwhelmed with hiring employees, correcting their complaints, conducting studies, accepting feedback, etc. There is a vast demand for advancement to streamline workflows.

An AI internal chatbot for HR support can drive significant performance in the human resources department by supporting the HR team in various ways. Developing HR chatbots can solve many problems in the HR department, as they help enhance and improve employee productivity. Here are five areas in which HR chatbots can help.

#1 HR support—better workflows for paid time offs (PTOs)/leave management

Internal HR chatbots let people use them to interact with their existing talent management and HR software. For example, instead of logging onto their company’s time-and-attendance platform to request time off, an employee could type a text in natural human language into Slack or Teams, such as “I’d like to request time off” or “PTO.” It would trigger the HR chatbot to ask questions about the type of time off before processing the request in real time and recording it on the attendance app for their company.

leave management automation through internal chatbot for IT and HR support

Create your internal HR chatbot

#2 HR support—easier expense management

Do you need to automate time-consuming expense management tasks? Connect AI chatbots with expense management tools like Expensify to create the desired workflows and provide end-to-end expense management self-service to employees.

leave management automation through internal chatbot for IT and HR support

An employee types in a specific phrase for expense claim or reimbursement.

The internal HR bot can escalate a couple of options, such as travel, internet, meals, etc

An employee can choose a suitable response and further provide appropriate information for a claim

An employee further uploads the receipt for the manager’s approval

The HR bot can trigger a notification to the manager and also send the status to the expense management tool

The employee can claim expenses only if the manager approves it and gets notified via the chatbot message

#3 HR support—effortless employee onboarding

When a new employee joins the company, help desk agents or HR personnel have to use an HRMS tool to manually assign an email account, username, and home directory and grant access permissions to them depending on their role and entitlement rules. The process is time-consuming and drains energy. Employee onboarding automation alleviates HR process complexity and offers efficiency.

leave management automation through internal chatbot for IT and HR support

Connect your internal HR bot with HRSM tools, including BambooHR, ZohoPeople, and SAP

Trigger workflows as soon as an employee is added to the HRSM application

Automatically add an employee to IAM applications tools such as Azure AD, Okta

Add an employee to ITSM applications, including Freshdesk, ServiceNow, etc

Provision licenses to apps such as Slack, Asana, Outlook, Gmail, etc

Get a message in the HR bot channel once the new hire is onboarded successfully

#4 HR support—employee offboarding

When an employee leaves an organization, help desk agents must revoke their accounts and access rights for security purposes. Help desk agents or HRs should disable the former employee’s account using the HRMS tool manually and delete it permanently after a few days. By introducing an AI-powered HR chatbot with HR process automation into this equation, HRs can effortlessly offboard an employee with minimal effort just by having a quick chat with the HR chatbot.

leave management automation through internal chatbot for IT and HR support

Create an HR bot for offboarding employees

Integrate this with your Slack or Teams

Deactivate an employee in the HRSM tool

IAM tools and ITSM tools will pull up employee deactivation information

License to emails or other apps will be deactivated

A message will trigger to notify the HR and IT team via email

A ticket will escalate to ensure employee offboarding

#5 HR support—salary information at the fingertips

AI chatbots for HR support eliminate the need for employees to contact HR for simple payroll issues or questions. HR chatbots can address multiple payroll FAQs or payroll-related requests from employees in the blink of an eye.

The HR chatbot can handle inquiries about salary updates, tax deductions, bonuses, and incentives, giving HR teams more time to focus on enabling growth and employee welfare.

payroll management automation within internal chatbot for HR support

Integrate a chatbot workflow with your business communication channel

Pull up information from HRSM tools, including BambooHR, etc

Trigger a salary inquiry event to send an email and then create a ticket

Provide payroll details for the employees from HRSM tools

Send a resolved ticket for payroll inquiry

Conclusion

If you’re thinking of using an AI chatbot, make sure first to identify your company’s problem area. Are you inundated with requests and inquiries? Could your agents be spending their time more efficiently? It’s equally as important to understand the scope of the chatbot you might be implementing. Does it help with repetitive tasks? Or is it an expert on a specific product? A value-adding bot can collect employee information to arm agents with the info they need to help an employee or solve complex problems.

Workativ’s no-code Conversational AI + workplace Automation platform allows you to integrate with your ITSM and HRMS tools and create the desired workflows to give your employees the IT/HR support they need instantly. Try Workativ today by signing up for a FREE now

FAQs

1. How does the use of AI chatbots for internal IT and HR support impact overall employee experience, and what specific metrics can be used to measure this impact?

The article discusses the benefits of using AI chatbots for internal IT and HR support in improving employee experience but does not delve into specific metrics or KPIs that can quantify this improvement. Understanding how the implementation of chatbots affects employee satisfaction, productivity, and engagement could provide valuable insights for organizations looking to assess the effectiveness of such initiatives.

2. What are some potential challenges or drawbacks associated with implementing AI chatbots for internal IT and HR support, and how can organizations overcome these obstacles?

While the article highlights the advantages of using AI chatbots for IT and HR support, it does not address any potential challenges or limitations that organizations may encounter during implementation. Exploring issues such as data privacy concerns, user acceptance, or technical limitations could offer readers a more comprehensive understanding of the complexities involved in deploying chatbot solutions within organizational contexts.

3. Are there any best practices or guidelines for designing and implementing AI chatbots for internal IT and HR support, particularly regarding user interface design, integration with existing systems, or training for end-users?

The article provides an overview of various use cases for AI chatbots in internal IT and HR support but does not offer specific guidance on how organizations can effectively design and implement these chatbots. Providing insights into best practices for chatbot design, integration strategies with existing IT and HR systems, or training approaches for end-users could help readers navigate the process of deploying chatbot solutions more effectively.

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