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One common thing to every business leader is their desire to use Generative AI in their business processes.
Given that customer-facing functions can derive maximum process efficiency, tech support is also a promising niche for IT leaders who want to transform their existing processes.
The tediousness of managing existing workflows, especially resetting passwords, unlocking accounts, rebooting devices, and restoring files, takes away IT agents' acumen for handling repetitive tasks, forcing them to make mistakes and preventing them from working on critical problems.
Surprisingly, generative AI removes the existing automation challenges from service or IT help desks.
IDC claims that businesses can drive $3.4 from the investment of $1 in generative AI services.
IT staff can work much faster with Generative AI workflows, which otherwise take longer to address routine tasks with existing automation features. Besides, your IT teams spend more time on high-value tasks and create tech-support innovations.
But did you know that deploying Generative AI can be costly if you are less careful about upskilling your people?
Your genAI ambitions for tech support equally rely upon how your people can use this nascent technology properly and help you solve what you aim to achieve.
Giving access to generative AI solutions is only the tip of the ice. Preparing your team to be GenAI-ready and finally achieving readiness is key to preparing your IT staff for future tech support.
According to Slack, a help desk receives an average of 20 calls per person per year. In addition to the growing challenge to help desks, password resets constitute 40% of the help desk tickets.
Unfortunately, the existing help desk automation lacks full capability and solves the repetitive issues completely.
Generative AI dramatically augments automation capabilities andtransforms tech support for your IT staff.
No one can deny the super prowess of Generative AI for customer-facing problems. Yet, like any new technology, it presents some major challenges for industry geeks to adapt and adopt.
Picture an unusual scenario where your people find themselves misfit to use biometrics for attendance, and they return to manual work.
In this scenario, you continue to have the hurdle despite embracing a change.
Your people continue to follow the same old practices, and psychologically, their minds prefer the mechanisms they are used to.
Things are the same with generative AI changes.
People get carried away with the hype around this new technology, which, though it unlocks huge potential, is nascent.
A real-world implementation can draw huge expectations until only when your people are ready to adopt the technology.
It takes time for your people to learn certain skills, boost awareness, and finally adapt to the changes to derive their benefits.
There is always an existing human intuition against anything new that needs to be implemented in the workplace.
This isn’t a new assumption that people suddenly start reacting to new technology. History continues to observe this kind of mental state of people at work.
From desktop computers to the Internet, every leap in technological innovation raises concerns about unemployment or threats to human craft and skill. MIT Technology outlines the facts in its whitepaper.
When you consider generative AI deployment, user adoption isn’t easy.
Your people can be critical of the goodness of the technology and may create a hostile environment for the technology to thrive.
Cultural factors play an important role in driving the success of the implementation of new technologies.
If an organization is used to a certain style of working or managing processes, it may fear failure because its people are reluctant to adjust to unique changes.
It is not hidden that Generative AI can be too risky if appropriate governance is not in place.
If you are too reckless to comply with data governance, your people could face challenges such as biases, misinformation, and data breaches.
Certainly, these hurdles can prevent your people from being genAI-ready and let you drive generative AI success.
To be successful with your generative AI ambitions, you must know that your people—the humans at the center of generative AI implementations and success—must possess a certain level of understanding and ethical awareness.
Forrester suggests that organizations must boost their people’s AIG or artificial intelligence quotient in order to drive generative AI success.
Note that giving access to generative AI tools rarely constitutes success. Rather, it does so by helping your people upskill, learn, and apply the right ways to use generative AI at work.
What’s the right way to help your people scale upskilling for generative AI?
People just get over the surface knowledge about generative AI, much like what they know from snippets of social media posts or community discussions.
Since every business varies by function, their use cases can be different and comprehensive in nature.
For example, if your generative AI ambitions are to improve tech support processes, workflows can be varied.
With regard to your tech support needs, you must build a strategy that works for your purpose.
The first step is to build a leadership team that can ideate what is necessary to add to your strategy and successfully achieve it.
You can start by:
Regularly discuss and convey to your people that GenAI cannot devalue human strength; it can help empower people with their respective tasks across IT support.
Generative AI is a tough discipline that is new to the world. It requires skills and learning so your people can use it better for tech support cases.
To improve Generative AI understanding, you need to understand the following matters:
GenAI is a broad discipline that covers areas such as learning tricks to create codes, implementing programming concepts, and more.
All of these can have backend features. The frontend technicality is to
Your people must have the easiest way to interact with a generative AI interface. A combination of conversational AI embedded with Generative AI provides the right template for your people to interact easily.
Given Generative AI’s NLU capabilities for multilingual queries, your users can easily interact with their preferred language.
However, you must ensure that your tech support workflows have the embedded capability to understand multilanguage.
On top of it, you must ensure the following things:
You must help your people build soft skills. The ability to communicate and interact with various stakeholders is significant to preparing your IT staff for tech support success.
What soft skills do your people need to prepare for a generative AI ecosystem?
Embracing these soft skills in your people and developers can help you encourage them to adhere to generative AI rules and adopt this technology faster.
Generative AI is about building a chatbot with large language properties and understanding NLP and NLU. It requires many technical or hard skills.
Let’s see what essential hard skills your people must have to encourage GenAI adoption for tech support easily.
Generative AI is subject to biases and risks. Many companies have faced data breaches and implemented steps to curb the threat to their organizational reputations.
Here is what you can do to prevent GenAI threats:
Instilling these necessary traits of generative AI-readiness into your people can help you prepare your people.
These are time-consuming traits to develop. Just giving access to generative AI properties is not enough to reap the expected results.
Remember to carefully plan your strategy and help your people learn GenAI technicalities for timely readiness.
IT support is a critical area to ensuring that your business runs smoothly.
Generative AI capabilities are integral to enhancing your people's tech support. If you wait to act now, you may risk losing significant business values and growth potential.
What has been enacted above to improve GenAI readiness is useful for your team.
With regards to implementing a simplified process to build a genAI-ready workforce for your IT support, Workativ can greatly help.
Workativ is a no-code chatbot builder, allowing businesses to implement GenAI-powered workflows instantly for IT support use cases.
The best thing about Workativ is that it helps you prepare your IT staff for the future of tech support with genAI readiness.
Here’s how you can build a genAI-ready workforce for IT support.
Workativ unlocks the easiest ways to build an effortless strategy and helps you prepare your IT staff for future tech support.
While you look to build your team, Workativ helps you reduce efforts and efficiently achieve your goals.
If you want to gain a competitive advantage by encouraging generative AI readiness in your workforce, get in touch with Workativ today.
Schedule a demo to learn about generative AI capabilities for your IT support use cases.