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Companies see great convenience in using chatbots for repetitive tasks around employee support.
However, the problem arises when chatbots exhibit limited capacity to handle even common employee IT conversations and offer very little help for real-time solutions to employees.
Enter the GenAI chatbot. GenAI or LLM-powered solutions are making waves for their exceptional ability to boost employee productivity.
In its article, the CIO said that EY heavily uses GenAI to automate internal tasks for its 40,000-plus employees, and they see a huge ROI on their AI investments.
Best known for creating new content, processing massive amounts of data, and producing human-like responses, the best application of GenAI is to implement its properties to complement chatbots.
The LLM revolution helps democratize AI for everyone. SMBs can get an edge and take employee support to the next level with GenAI chatbots.
Lest you stress over how to handle common employee IT issues, let GenAI bot intervene.
A GenAI chatbot is an employee support chatbot that employs GenAI properties to automate communications and collaborations, automate information delivery for problem resolutions of common and cross-functional issues, improve agents’ efficiency, and enhance user experience.
For example, a new hiring onboarding process is underway. You know the internal tasks for HR departments and their related cross-functional operations.
A new hire onboarding process includes completing paperwork, setting up a user email, adding a user to the internal communications channel, allowing provisions for company-wide tools, etc.
These are common yet repetitive tasks for both IT and HR teams.
GenAI chatbot uses large language models and automates these tasks easily, which helps make the user experience amazing and unforgettable.
A service desk is always challenging for agents, especially when you fear agent burnout.
A service desk is often not modern, meaning it still has a typical chatbot for employees to address their day-to-day issues.
As a result, it triggers many unforeseen problems for employees, agents, stakeholders, etc. Eventually, this costs companies lost productivity, a slump in profit, and reduced user experience.
Some glaring problems are
Password resets, account unlocks, and software installs are common yet repetitive problems. Limited automation for knowledge discovery forces employees to escalate tickets to agents.
The number of tickets depends on the number of tools a business uses. On average, a service desk may receive 20-25 tickets, and a ticket may take a few hours to resolve, while a complex may take a few days for resolution.
Agents become frustrated as they need to toggle between emails, voice calls, and chats to trace tickets and provide a solution. The unresolved tickets add to the queue, resulting in a ticket backlog.
Generative AI trains on massive datasets and thousands of examples of real-world functions, enabling the AI model to build semantic and intent search abilities.
Below are the expected possibilities with GenAI models—
With these abilities, GenAI solutions stay ahead of keyword-based chatbots and act more like AI copilots for IT leaders, service desk agents, and users.
Let’s see how GenAI chatbots work better than regular chatbots:
Typical chatbots: Any search inputs work by matching queries with keywords or existing pre-defined chat templates or option cards. Employees who want answers outside the predefined structures can only expect rudimentary answers.
GenAI chatbots: LLMs help GenAI chatbots run semantic or intent-based search functions. Whether a question is prepared for service desk scenarios, the GenAI chatbot handles it intelligently and escalates it to an agent if no proper response is provided.
Typical chatbots: Users usually avoid using typical chatbots as they often find them unresponsive or difficult to use. They prefer using emails, phones, chats, and even personal devices to communicate their IT issues.
GenAI chatbots: Knowledge articles or third-party company data easily provide rich resources for its LLM databases. Users can easily find what they need to work. This improves adoption and problem resolution.
Typical chatbots: More than often, knowledge articles remain static, offering outdated information. FAQs are also limited. This leads employees to seek help from service desk agents, increasing the ticket numbers.
GenAI chatbots: LLMs make it easy to keep knowledge bases updated with their inherent capacity to learn new things. Without the need to add new scenarios to the KBs, GenAI chatbots can help employees solve common problems with updated information, reducing ticket escalation.
Thus, A GenAI chatbot can provide several and many more useful use cases for your employee support and make your IT support efficient and effective, ensuring business resilience and operations efficiency.
GenAI chatbots can easily turn into an AI copilot. As their assistants, it can help your employees handle repetitive tasks and reduce their workload. GenAI chatbot or AI copilot makes performing a task easier, which increases their productivity in many ways.
GenAI chatbot use cases for common IT employee issues
One important IT task is maintaining company applications. By creating a prompt or GenAI workflow for conversational AI, your IT employees can do their jobs and never miss important work to maintain operational efficiency.
It is usual to have hundreds of common IT queries for your employees. But, service desk agents struggle to decide who needs to take care of a particular issue. GenAI chatbot can efficiently solve common queries and detect when a request needs expert help. It can instantly route the request to the right team.
In most scenarios, employees do not get their IT questions answered. LLMs help turn knowledge into ChatGPT-like responses for user queries and troubleshoot common IT issues.
Password expiration can impact employees' productivity if not done on time. By creating an automated workflow for password expiration, you can allow your employees to quickly get the alert and create new passwords for continuous access.
Your employees must have access to company-wide applications. GenAI bot can use workflows that allow your employees to provide their information and keep having access to them.
You can send a workflow to remove apps that are no longer needed. Users can easily fetch the necessary information from a GenAI chatbot and help your employees remove an app.
Employees getting locked out of key applications is common and creates productivity issues. GenAI helps you create many options for your employees to try and get access to accounts.
You don’t know when your people need a software suite to complete their work. Instead of chasing teammates to learn how to request a tool or connect with the IT team, your employees can access the necessary information and get help instantly.
Employees often face account access issues and need help with ‘reset passwords’ requests. GenAI chatbot dramatically reduces ticket escalation to service desk agents and offers real-time help to reset passwords.
Most applications are not easily accessible, and your employees need manager approvals. GenAI bots can surface workflows that allow for easy approvals and increase productivity.
When you leverage GenAI for your conversational AI chatbots, you can create an exceptional user experience by enabling them to do their best.
Below are some essential GenAI chatbot benefits for your employee support—
Service desks have increased satisfaction for increased efficiency.
The service desk eventually improves its performance with GenAI chatbots.
The service desk can elevate its capacity using GenAI properties.
Automating common IT issues is always desirable to give employees a steadfast way to work, free agents to focus on creative work, and elevate the service desk experience.
Workativ makes it easy to implement GenAI capacity within conversational AI chatbots and gain automation to an exception capacity to streamline repetitive tasks, help employees solve their common IT problems, and empower agents to handle more tickets while enjoying free time while increasing efficiency and productivity.
Workativ allows Knowledge AI to easily build chatbots with GenAI properties and allow ChatGPT-like user experiences.
To build your GenAI chatbot and handle common IT issues autonomously, schedule a demo today.
A GenAI chatbot for employee support has generative artificial intelligence properties that automate common IT support use cases, improving communications and collaborations and bringing a zero-touch experience for your employees.
A GenAI chatbot for employee support has unique content generation and NLP processing abilities, enabling it to produce custom responses and solve problems efficiently.
On the other hand, typical self-service chatbots depend on predefined templates, which can become exhausted at any point when a query is outside the known scenarios.
GenAI chatbots help streamline workflows, automate mundane and repetitive tasks, and resolve problems autonomously without human intervention. Some common use cases for employee IT support encompass password reset, account unlock, software provisions, etc.
Workativ provides a SaaS-based chatbot builder with zero coding experience. With the built-in Knowledge AI, you can easily enable Generative AI capabilities, upload your articles, turn them into ChatGPT-like generative answers for user queries, and build your workflows or leverage custom responses to automate your employee support. To learn more about Workativ, get in touch with us.
Deepa Majumder is a writer who nails the art of crafting bespoke thought leadership articles to help business leaders tap into rich insights in their journey of organization-wide digital transformation. Over the years, she has dedicatedly engaged herself in the process of continuous learning and development across business continuity management and organizational resilience.
Her pieces intricately highlight the best ways to transform employee and customer experience. When not writing, she spends time on leisure activities.
