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Why is it so increasingly essential to be available for every query your employees may have; is that employee experience ultimate? If your help desk is equipped to deliver the critical piece of information and solution on time, the damage to your organization is easily avoidable.
Information overload and device fatigue are inevitable with the rise of a multitude of digital tools. It is critical to make information readily available and centralized, so your employees do not need to spend hours on the information. Consider amplifying your help desk capabilities with AI.
Help desk automation delivers bespoke employee experience and improves customer service. Our article explains why help desk automation is vital for organizational growth. Let’s uncover these essential points.
Help desk automation encompasses a work process thatstreamlines workflows for teams seeking information quickly to resolve issues and get back to work faster. It is a process that generally alleviates the workloads of help desk support staff by delivering an automated way to respond to and resolve tickets more quickly.
AI and many sophisticated technologies such as machine learning and NLP bring a new level of automation capabilities to reduce human interventions as much as possible from the daily repetitive tasks and empower help support agents to become more independent in handling core and critical organizational issues.
One core objective of help desk automation is to allow employees to handle their activities throughself-service automation.
Let’s look at some facts about why it is necessary to bring automation to your desk service.
The Conference Board survey reported that 98% of CEOs are concerned about the US recession over the next 1 to 2 years. The most strategic way to cope with the current volatile situation is by improving cost efficiency and increasing employee productivity. Help desk automation could be phenomenal for decision-makers to keep pace with internal operations and meet consumer demands. Here’s why -
AI conversational chatbot that can automate your help desk requests can seamlessly drive business value while helping you reduce costs significantly.
Let’s break it down further to establish your cost savings.
The average annual wage and hours worked per employee for OECD member countries are as follows as below -
Average salary per employee / Average hours worked per employee X Average hours wasted for information every day x per year
= $39,818/1686 x 2.5 hours x 12 months
= $21,900 per year per employee
According to Forrester, companies have achieved excellent results by deploying virtual Agents or conversational chatbots into their help desk service, helping them reduce 60% of inbound tickets.
So, the help desk chatbot reduces friction from employee task lists and gives them more means to get more done.
Automation has already shaped IT Service Management processes. AI chatbot integration with your ITSM tool can reimagine IT support while doubling the operational efficiency for DevOps and other lines of business like HR operations.
IT support receives common questions that include,
Applying service orchestration capabilities or taking advantage of pre-built and customizable dialog management can automate responses and reduce pressure off your employee workloads.
It is easier to define who to connect with during an IT event and what steps are necessary if the on-call schedule is unavailable. A conversational chatbot can interpret previous support interactions or learn from incident behavior to offer better remedies for IT event resolution. It is no wait times in the IT help desk telephone queue. As a result, your team can better manage 
Applying orchestration rules to your chatbot to pull information from ITSM repository allows access to information for configuration management. It is faster and simpler to offer a well-maintained IT infrastructure for continuous service delivery. Visibility across IT repository enables you to
Help desk automation makes it easy to track and manage follow-up requests. Ticket handling becomes fast, so the close of tickets takes less decisive time. Accelerating the service management can involve tickets related to -
HR operations can achieve streamlined workflows with help desk automation and reduce pressures augmented by repetitive tasks. 
There is a broader aspect of help desk automation for HR support.
You can design an employee self-service portal to manage day-to-day communications for your employees. It can involve,
It will be highly efficient to reduce cumbersome work processes that you accomplish through spreadsheet maintenance and email communications back and forth.
The pandemic has been a lesson for us to offer a better platform that encourages employee well-being and improved experiences.
A conversational AI chatbot can easily augment the capabilities of your HR help desk by enabling you to design customized workflows that track and manage employee health risk while efficiently optimizing workforce management across the line of businesses.
Workativ’s no-code Conversational AI + workplace Automation platform allows you to connect your chatbot to the leading platforms within ITSM and HRSM domains.
You can instantly deploy and launch your help desk chatbot with Workativ no-code canvas. It takes a few steps to build your chatbot for ITSM and HRSM.
Workativ is a convenient solution to augment the performance capabilities of your help desk. You can choose to integrate chatbot for HRSM tools, such as,
There are immense possibilities to transform the help desk for the most preferred ITSM tools you use. They can include but are not limited to -
Built with NLP abilities, the Workativ help desk automation chatbot provides self-service capabilities. Employees can access information immediately, thus avoiding the need to create unnecessary tickets for low-priority tasks.
Workativ virtual agent can be available for any communication channel that you use. As you sync it with Teams or Slack or a web page, it reduces employee effort that they otherwise require toggling between several applications and provide login credentials to retrieve information. Chatbot unifies channels and makes activities faster without the need to leave your current application.
As you give more possibilities to your employees to solve their problems by themselves, it frees up your help desk agents to focus more on high-priority tasks. You can reduce the number of inefficient hours. And rather utilize the time to provide quality services to your customers.
Using the Workativ chatbot ROI calculator, you can leverage data-driven insights into figures on cost reduction and employee productivity.
No matter how your employees work and where they are 一 if they work remotely or onsite, the Workativ chatbot is available round the clock. With the ability to make a large knowledge base or information repository available for your employees, you tend to build a knowledgeable workforce who are self-reliant and more productive than ever.
Perform a gap analysis between the current and desired state to understand you needs. Decide:
After you evaluate your needs, it is essential to identify the most significant features of help desk automation software that suit your business needs. Make sure your help desk automation chatbots provide essential features for your desk service. They include
Help desk automation takes a chunk of your IT allocation budget off your balance sheet. Your purchasing decision should focus on scalability. Make sure the solution you want to invest in must provide the bandwidth as you grow. Help desk automation tools must adapt to the growing needs of your teams, users, and use cases. This is the best approach to getting the best value on ROI.
Choose a help desk automation solution that does not pose a threat to your organizational security. Look for potential security features that include,
Not all help desk solutions are made equal. Always examine the user-friendliness of an interface. The objective is to make your people feel comfortable with the product and maximize its benefits. Before you buy, ask your vendor if they offer a free trial period. Trial and test to examine how closely the product fits your needs.
Are you convinced that help desk automation can benefit your overall organizational growth?
Help desk automation today is something other than what is nice to have. It is imperative to modernize your processes that improve employee experience and process efficiency.
If you believe it is time to harness AI capabilities to automate your help desk activities, get started by identifying your set of people who need empowerment to work smarter. You can start with small iterations. As such, deploy for IT support first. Evaluate the success rate. Then proceed to launch for your HR operations or other lines of business.
Are you interested in knowing how you can get started with the Workativ help desk automation chatbot? Try our free bot today.
A conversational AI chatbot is a way forward to helping you take control of repetitive tasks and accelerate the daily work process. With the ability to integrate with your existing system, it brings the benefits of workplace automation to your organization.
Low-code or no-code SaaS platform relieves the pain of allocating enormous resources for in-house chatbot development. All you need to do is choose a customizable platform with chatbot builder capabilities and app workflow automation. Chatbot builder like Workativ provides flexible ways to translate your help desk into an automated help service desk.
A data breach is a huge concern for today’s IT leaders. Before you commit your collaboration with marketplace vendors, ensure they provide robust security controls and protection. Workativ offers AES 256-bit encryption with 1,024-bit key strength to enable data security. Further, Workativ is compliant with Information Security Management System ISO/IEC 27001:2013 standards.
After you review your end-users’ needs and your organizational needs, it takes you to execute market research to comply with your budget. Once convinced, just set up a call with a conversational AI chatbot service provider to discuss your priorities.