Generative AI and chatbots can make a good combination for more humanized or personalized chat support.

Generative AI that underpins ChatGPT’s core functionalities to execute generation tasks provides NLP capabilities to allow IT or HR support to perform more critical and common tasks with minimal effort.

With Generative AI, service desk users and agents can capitalize on generation capabilities to automate various tasks, reduce the time to perform specific tasks, and free themselves from more critical operations.

Instead of amplifying support tasks with a high volume of tickets, which is certainly a more familiar scenario with rule-based chatbots, Generative AI aims to empower people, lessen complexities in query-handling processes, and solve problems more efficiently.

A typical chatbot may fail you in terms of humanizing factors.

With its NLP capabilities, Generative AI exhibits properties to humanize your support for your users, customers, and agents.

How much automation is too much? This is certainly a question to rethink about the role of automation in support.

How is it that you ask a chatbot a question about ‘why my laptop sound is echoing during a call’? And as a response, you are directed to select some random options.

Automated responses are only good as long as they meet users’ expectations. After a specific threshold, it feels irritating and frustrating if it is too repetitive and meaningless for a user query.

Users can become tired of using machines and automatons. They seek more personalized experiences or crave the human touch.

In the age of AI and automation, humanizing support is essential to keep users engaged, encourage them to use AI-powered chatbots and build a solid human-machine relationship that helps you keep going and expedite growth.

Let’s say a user had a tough time finding an answer to ‘how to update profile information in the employee portal?’

Despite filling in the information in a link-based form surfaced by a chatbot, the user found the portal to have old information.

Instead of surfacing the same link to allow him to fill in the information repeatedly, it always works and keeps him satisfied if a chatbot instantly displays more personalized interactions and connects him with a human agent.

If you are a service provider or solution provider, it is essential to have automated responses that offer personalized experiences and show empathy with the user's sentiment.

Where rule-based chatbots can work in a limited capacity, Generative AI can expand the existing automation in the support ecosystem.

You can try many ways of applying Generative AI to the core functions of chatbot processes and enhance user experiences with a personalized human touch.

In ITSM, when self-help has so little to offer, shift left ensures agents are ready to equip requesters with the correct guidelines and provide the right help.

The complexity of queries may push the call from one agent to another.

Several reasons can include,

• Vague messages from users’ end

• Lack of expertise in less skilled agents at various stages of tiers

Generative AI makes it easier for ITSM leaders to turn Shift Left into a more humanized response method and help ITSM achieve FCR at the first attempt.

1. User flexibility:

Generative AI can process an incomplete note even with minimal keywords regarding issues. Tier-1 agents can retrieve the right consolidated message from the GenAI platform and communicate more warmly without getting confused or frustrated while handling the issue, which is otherwise a common scenario with an agent when appropriate notes are unavailable.

2. Agent Convenience:

If a Tier-1 agent has no resolution for the stated issue, the ticket shifts to a more skilled IT professional.

In this stage, users can expect a more personalized experience for their specific issues. The tier-1 agent requires no extra effort to craft a new summary about what steps he tries and applies for the agent in the next tier. Just by tapping Generative AI capabilities, agents can generate chat and issue summaries for the agents and simplify the process of handling issues to the next tier.

Generative AI makes Shift Left more meaningful and personalized for users and agents.

For example, suppose a printer paper jam is a concern. In that case, an agent can quickly generate the right message with the correct printer model number, actions taken by the agent in the early stage, and offer a proper resolution.

Other than the generation capability of new content, Generative AI supplements chatbot communications for a more positive user experience.

The underlying technology of GPT or Generative AI, large language models follows two types of learning methods, including,

• Supervised learning is a training method in which LLM learns to distinguish patterns using labeled data and keeps learning when new data is available. It detects users’ intent and contexts and gives conversational replies.

• Unsupervised learning is a training method for large language models to learn to identify objects using unlabeled data. It learns patterns by clustering images of objects in data.

When used in chatbots, Generative AI can understand users’ intent better and offer concise and consolidated responses for users.

A user, for example, wants to know ‘how soon he can get his laptop?’

For this particular query, a chatbot with limited automation capability can answer this in a pale way like below,

‘It’s is arriving soon. We request you to be patient’.

This answer can sound quite apprehensive for the user.

With Generative AI, the same query can create a positive impact on the user and help him stay calm even when specific dispatch issues come up.

As you can see, Generative AI offers a more personalized and humanized exchange of replies that builds a connected experience for users.

By understanding the user's intent and classifying his sentiment, a Generative AI chatbot can craft its message accordingly and send messages that look comforting and soothing.

As a result, users are empowered and encouraged to use Gen AI-powered chatbots and welcome a change in the workplace.

It is not just a case of a day or two. There are tasks that IT or HR support repeatedly perform.

Even some kind of automation an ITSM applies, but the solution does not offer end-to-end automation.

Say an ITSM handles an application provision. It helps a user achieve this. However, it was later observed that he had an access issue.

To your disappointment, when a user wants to solve this autonomously, a chatbot cannot understand the user’s intent and offer the right help as it continuously repeats the same message templates to choose from the option.

A Generative AI-powered chatbot can swiftly understand a user’s intent and surface consolidated responses from KB articles by mimicking human language and providing natural responses.

At the same time, a user can retrieve detailed guidelines or steps written in an article for more precise understanding and quick help.

In a scenario where agents need help, they can leverage Generative AI to detect users’ intent, understand their queries, craft new messages, and provide the right message.

The service desk or help desk can build a skilled team of agents to address simple and complex problems.

It is very challenging to find the availability of subject matter experts or senior teams to provide insights or guide unequipped agents to learn and adapt to the actual scenario of the service desks and handle tasks as required.

Generative AI makes re-learning or re-skilling relatively easy and less labor-intensive for ITSM managers.

Using Generative AI, IT leaders can leverage gamification to create ITSM courses or lessons on real-world scenarios to help agents get familiar with the situations and apply the best techniques to reduce future impact.

Generative AI can help create several learning materials that include

• Gamified tutorials or videos

• Guided learning materials

• Knowledge base articles

These ITSM materials effectively provide a fast onboarding experience, including hands-on experience for new agents.

Besides this, one of the best things about gamification using Generative AI is that it can help ITSM create performance-improvement quizzes and appreciation badges for dedication and increase productivity.

The advantage of such a gamified ITSM is that agents can keep themselves engaged and motivated at work.

At the same time, it saves time for academicians and senior management. New hires can learn new skills at their preferred time and be ready for the actual job.

ITSM hinges upon continuous improvement of its knowledge management.

This is essential as service desks or agents must always ensure their users get the correct and updated information for every ITSM issue.

You can foresee the consequences of how outdated knowledge management can impact user experience and impede service delivery in an expected timeframe.

Say you have a knowledge article stating steps to address downtime with password management for an Identity Access Management platform.

Lately, you have migrated to a new platform, but the steps to address password management aren’t updated in that doc.

What happens now is that when your users ask the self-service for help, it will surface old information from that document.

And you know how it impacts your productivity.

Often, SMEs cannot provide the latest information to the existing document or revise knowledge articles as new solutions come.

Generative AI helps develop knowledge management at a large scale.

• Rapid development of new content: With the ability to generate new content with just some keywords and prompts, Generative AI can help create new content quickly. All you need is review the new content once and implement the revision.

• No steep learning required: Generative AI needs no steep learning to manage. It is multilingual. So, anyone with language proficiency in a particular language, i.e., English, can enter prompts to ask the interface to develop new content. If you have no expert available, have someone take the responsibility to craft new knowledge base articles with prompts.

• Process efficiency and user satisfaction: By facilitating continuous improvement of support or knowledge base articles, ITSM can always keep unique information ready for its people to handle impacts and reduce downtime.

Workativ has Knowledge AI embedded within its conversational AI platform.

Knowledge AI integrates the power of large language models or Generative AI properties to give you the ability to extend automation for your support teams, much like in a ChatGPT fashion.

You can efficiently train your LLM model or Knowledge AI with IT or HR support-related use cases or scenarios, enabling your team to address a broader range of support issues autonomously.

With Workativ, you can effectively humanize your IT or HR support and keep evolving with the changing needs of the ecosystem.

• Empowering - Workativ Knowledge AI empowers your support teams and helpdesk users to learn to adapt to new changes steadily and become twice as skilled and independent in executing support tasks autonomously.

• Empathetic - Knowledge AI reduces workloads for the support team and users by providing industry-related or domain-specific knowledge information to handle issues. Users can manage their issues autonomously, giving so much free time to agents to focus on complicated service desk tasks. ITSM can save energy by not being involved in mundane or error-prone tasks and providing a significant level of user experience.

• Efficient - Workativ Knowledge AI is a no-code platform that provides an easy way to update content whenever needed to meet changing needs. This helps agents or users apply updated information for a new case and get resolution faster. As a result, you can allow your teams to work more quickly, reduce downtime, and provide a more consistent experience.

To learn more about Knowledge AI, you can schedule a demo today.