Conversational AI Chatbot for employee service automation

Employee experience management is key for organization leaders to drive top-level engagement. Because employee engagement and satisfaction are directly related to their initiative in promoting their employers to friends and families. According to Forbes, companies caring about employee experience and engagement can outperform their competitors by 147%.

Simultaneously, organizations that provide super employee experience can drive 4-5% of revenue higher than those that do not.

A positive employee experience is thus crucial to ensuring top talent retention and expediting growth. HR and IT are two core areas that play a critical role in delivering overall employee experience and management.

A conversational AI chatbot can power organizational leaders to improve employee journey at each touch point, from recruiting to onboarding and even offboarding.

In this context, we will talk about the impact of conversational AI chatbots on employee service automation here.

How does Conversational AI improve the employee experience?

In this era of instant gratification, employees prefer the self-help model where they can get immediate resolutions for their issues instead of asking for help through inefficient phone calls, emails, or lengthy forms. Employees would prefer a simple messenger-like platform that is easy to interact with and resolves their issues the fastest way possible.

Employing conversational AI will not only drive higher productivity in the workplace but will also modernize employee experiences. According to a Workplace Knowledge and Productivity study, employees spend 8 hours every week making futile attempts to find solutions.

Let us see how deploying conversational AI for employee service automation can bring in excellent outcomes for key stakeholders:

The flexibility of harnessing information at scale:

A BusinessWire report says that more than 50% of knowledge workers cannot find the information they need. A conversational AI chatbot completely changes this scenario.

Let’s say that the employee wants to know about the various policies in place for employees. Instead of arranging a call with HR or wading through a set of documents, they only need to ask the question in the conversational AI chatbot. It understands the request, grabs the data, and shows the answer- this happens within seconds.

Imagine doing the same without the help of a conversational AI tool ã…¡ all messed up and chaotic!

employee experience management with conversational AI-based FAQ chatbot

Workativ Assistant enables users to apply business logic and conditions and create app workflow automation. Pulling up FAQ-based resources or knowledge bases is the easiest way to provide information to employees at their fingertips.

Workplace policy implementation by leaders:

The leadership team would love to know about the kind of questions that the employees have. It will help them offer a better experience and even give them a glimpse into the mindset and thinking of the workforce.

The management can access the report prepared by the conversational AI tool. It can even be helpful when it comes to implementing employee-related policies.

EXM via AI chatbot integration into Slack or MS Teams for workplace policy management

By creating pre-designed report templates, the leadership will get to know essential details. In fact, conversational AI tools like Workativ are so easy to derive in-depth user interactions and the types of queries they have in a day-to-day operation. With Workativ virtual assistant, you can accomplish a number of things to implement company policies that work in favor of your employee experience management,

  • derive insights into bot sessions
  • discover user query types
  • get user metrics to reveal sporadic users and key indicators

Automation of multi-modal HR operations:

Conversational AI chatbot helps HR automate 80% of mundane or repetitive tasks, making their lives better and relaxed. As a result, the HR department can focus on more critical initiatives and put effort into making employee engagement better.

According to a report by Panopto, a company with 5,000 employees will lose 1.3 million USD just because of onboarding inefficiencies. For the same issue, a company with 100,000 employees will lose around 25 million USD.

Conversational AI chatbot for HR automation

To overcome these challenges, a conversational AI chatbot can help. The value the HR teams traditionally generate will increase once the business employs a conversational AI tool for employee service automation. The benefits of conversational AI that come with Workativ Assistant extend to aspects like onboarding, offboarding, payroll processing, employee analytics, etc.

Benefits of Conversational AI for Employee Service Automation:

Conversational AI for employee service automation enables intelligent bots to handle a variety of queries accurately by cutting costs for the business. The conversational AI chatbot can help employees go through various standard processes such as policy searches, salary inquiries, benefits, employee policies, etc. By doing so, your business can automate oft-used employee interactions, which will not only reduce the costs but are also easy to follow and can be completed anytime when the employee wants to.

1.  24*7 Information Retrieval:

When there are dedicated human agents, they can serve you only during business hours. Also, for an agent to understand an employee's specific issue, it will take a significant amount of time, including finding a resolution.

A conversational AI chatbot doesn’t get tired, runs 24*7, and can deliver quick results. AI-powered chatbot scans the entire knowledge base and every other collateral material available to retrieve specific information.

2.  Rapid resolution of issues:

You can expect a resolution for an employee’s issue when using a traditional employee service desk. But it can take hours, and if there are any pressing queries, there is no way to get an amicable resolution within seconds or even minutes.

Conversational AI acts much faster as it uses machine learning technology to sweep through the entire database it has access to, and it doesn’t require clearance from the higher-ups either to get things done. The tool records each interaction the employee has had with it, questions asked, the resolution provided, and notes written by a live agent on the previous interactions. Using this data, the conversational AI chatbot provides immediate resolution.

IT support automation within chatbot using a conversational AI platform

With Workativ, actions such as unlocking accounts, password resets, user provisioning, access provisioning, asset requests, knowledge management, etc., are completed precisely and in the shortest time frame.

3.  Omnichannel support:

To access the employee service desk, your employees might use various devices. It could be a desktop, laptop, or even your enterprise mobile app.Conversational AI is available on all platforms and works like a charm on digital devices with access to your employee service desk. It is a boon for employees who do not always work out of their office workstations, as they can get real-time assistance from conversational AI.

conversational AI chatbot for business comms channel integration with Slack

Businesses can also deploy Workativ’s conversational AI chatbot on Teams and Slack or add it as a chat widget. You can connect these chatbots to a number of apps to automate the workflows. No matter how many users reach out with queries, even to the tune of millions, Workativ Assistant is powerful enough to answer everyone’s queries simultaneously and also escalate this to Agent.

4.  Reduce support team costs:

When there is a conversational AI chatbot that helps the employees get familiar with your processes, the amount of money you spend on support staff reduces. Not only will you be able to get more done, but your employees will be more empowered to increase productivity and efficiency.

The number of tools that businesses use for the support teams gets reduced.

  • Onboarding new employees becomes a breeze
  • Hiring process is simplified, too

Thanks to the conversational AI chatbot that automates all of these processes. All of this reduces the operating costs of running the support team too.

Your employees will also be able to get their issues resolved by themselves with the help of the conversational AI chatbot. It will help them concentrate on their work without worrying about how long their issues will take to resolve.

5.  The tool improves with time:

One of the most significant advantages of using an AI-based digital tool is that it keeps improving over time. The conversational AI chatbot is designed in such a way that it keeps learning and adapting with each interaction. After a number of interactions, it will be able to predict the user’s questions based on the previous interactions and even offer quicker redressals.

If your employees were to engage with a poorly managed customer communication system, even the simplest of queries might take hours to get resolved. Thanks to the AI chatbot, top-notch employee support has become a reality.

6.  Infinite scalability:

When working with human agents, there is a limit to how much of the workload can be scaled. Let’s say it is the season to file taxes, and there are hundreds of queries from employees, imagine the amount of time it will take to resolve all of them. Not only will it be inconvenient as there are deadlines for filing taxes, but the added worry of when their queries will be answered might even affect employee productivity.

Adding additional agents to your workforce during this period is also not the most intelligent way to go about it. A conversational AI chatbot doesn’t have this problem, as it can manage any number of queries, even if they all arrive simultaneously.

7.  App Workflow Automation:

When using a conversational AI tool to handle employee service tasks, you will be much more efficient if you integrate other digital tools the business uses. It will help with smooth data sync and provide better outputs. Workativ’s conversational AI chatbot allows integration with more than 50+ apps, 400+ actions, and 2000+ workflow automations. These integrations allow Workativ’s AI chatbot to deliver a 360-degree experience when performing employee support tasks.

There is no coding involved to integrate the apps. Access Management, collaboration tools, SMS & Email Management, Document Management, Expense Management apps, and more are available.

8.  Robust security process and access controls:

The last thing a business wants is to see employee records, policies, and interactions getting into the wrong hands. You must choose a conversational AI chatbot with robust security processes and access controls to secure the data. Role-based access controls with secure options such as two-factor authentication, end-to-end audit trails, etc., provide a security cushion.

Some security features that make conversational AI chatbots safe to use are: end-to-end encryption, SOC & ISO compliant, SSO features, a number of authentication processes such as biometrics, two-factor or user ID authentication, Web Application Firewall (WAF), and so on.

9.  AI self-service workflow automation:

A good conversational AI chatbot for employee service automation will help automate employee issues and queries such as applying for leave, expense claims, policy searches, employee onboarding, employee offboarding, salary inquiries, exit feedback, and so on.

Working with Workativ will also allow you to deploy its conversational AI chatbot for employee service automation on Slack and Microsoft Teams. For employees familiar with these two platforms, getting their questions answered and issues resolved will be easy, and it is a highly effective way to offer employee support.

Conclusion:

If you were of the opinion that conversational AI chatbots were only for customers, you couldn’t be more wrong. It doubles up as an IT helpdesk too. Using manual ticketing systems is obsolete and guzzles a lot of your time and money. Instead, a conversational AI chatbot can engage with your employees and debug their issues within seconds. Your IT and HR are critical to the organization success, and if it descends into chaos because of mismanagement, even day-to-day business activities can be affected.

Try our conversational AI chatbot if you want to empower your employees by automating employee support tasks. Would you like to get started with Workativ’s free bot? Schedule a demo here.

Auto-resolve 60% of Your Employee Queries With Generative AI Chatbot & Automation.