There’s no doubt about it: Artificial intelligence is the way of the future. There are so many ways for businesses to leverage machine learning algorithms, generative AI, and natural language models to provide better experiences for customers and employees alike. To get the most from AI, you’ll need to go beyond ChatGPT and start looking for ways to use this technology to automate repetitive tasks.
For example, did you know that you can leverage AI to create an AI service desk? According to recent research, only 38% of organizations were using AI to provide self-service tools for employees, while 35% were using it for knowledge base management, and 31% for intelligent ticket escalation.
And yet, AI is capable of all of these things — and more. That’s why we’re going to show you how an AI service desk works, the major advantages of this technology, and best practices to help you get your AI service desk up and running easily.
An AI-powered service desk is far more than a chatbot that provides scripted responses before transferring employees to an HR professional or IT specialist. It’s an advanced, AI-driven system designed to handle a wide range of support tasks.
AI service desks should be able to use generative AI and natural language processing (NLP) to understand and respond to employee inquiries in real time. Instead of providing canned responses, these systems rely on robust company knowledge bases to support employees who have questions for HR or IT specialists. When the AI cannot provide a satisfactory answer to more complex inquiries, an AI service desk should be able to convert the inquiry into a support ticket and then route it to the right specialist or department.
A great AI service desk makes life easier for everyone — both employees and the HR and IT professionals who support them. Read below to learn more about what these systems can do, and how these capabilities streamline the support process.
An AI-driven service desk should deliver the tools that HR teams need to provide exceptional support efficiently. For example, when you use RapidBee’s platform, our AI-powered support tools offer instant, accurate answers to employees using conversational AI.
This self-service system ensures that employees get the answers they need quickly, and it also frees your HR team from repetitive service requests, which allows them to be more productive and focus on high-value tasks.
Traditional IT support centers and HR help desks often provide lackluster results. Employees may find themselves arguing in circles with an uncooperative chatbot that not only doesn’t have answers, but is also refusing to escalate the issue to a human agent. Once filed, support tickets often suffer from misrouting and lengthy response times.
AI can eliminate these problems. With machine learning enabling sophisticated decision-making, AI can analyze individual inquiries to determine whether human intervention is required. If so, it can instantly create a support ticket based on the user’s inputs.
Rather than letting that ticket languish in a queue until a human can classify it and send it on to the appropriate team member, AI streamlines workflows by automatically classifying tickets according to department, urgency, or other metrics. This allows an AI help desk to immediately route tickets to the appropriate individual or team for faster resolution times.
That’s how it works on the RapidBee platform. Employees can start by chatting with the AI assistant. In most cases, the AI assistant can provide answers or help employees resolve a problem, but when issues prove more complex, it automatically escalates the chat to a support ticket. In the RapidBee platform, you can set up automations to instantly classify tickets according to various categories, then route them to the appropriate individual or team.
Fast, accurate service delivery through an AI service desk has a major impact on employee engagement and productivity. Here’s how:
All of this together means that end users can easily get answers to most questions instantly — and even when human intervention is required, support agents are better equipped to respond quickly. The end result creates a much better user experience, which leads to happier, more engaged employees and fewer hours lost to unsolved technical problems.
It’s not unusual for the occasional support ticket to go unanswered within a traditional help desk system. These systems often don’t provide automated reminders or other tools that can help support personnel respond promptly.
RapidBee’s AI service desk solution alleviates these issues through time-driven automations that enable consistent ticket resolution. Through our platform, you can set criteria to initiate, advance, and close support tickets automatically. On top of that, you can set up automations so that both employees and support personnel receive email updates at every stage in order to keep communications streamlined and ensure that all tickets receive an appropriate response.
On the support side of things, RapidBee’s dashboard makes it easy to see all support tickets. Sort by new tickets to see those that haven’t received a response yet, or sort by response times to check in and make sure that some tickets aren’t inadvertently being ignored.
Thinking about implementing an AI service desk for your company? Use the following best practices to maximize the benefits.
An AI service desk can do more than respond to HR questions and concerns. You can deploy these systems for IT service management (ITSM) or even customer support to improve customer experiences and increase customer satisfaction. However you choose to deploy your AI service desk, make sure to identify the most common inquiries it will encounter so that you can train it with appropriate information.
Choose a platform that will integrate with your existing systems to make your digital workflows seamless. RapidBee integrations include Microsoft SharePoint, OneDrive, Google Drive, and popular human resource information systems like Workday, SAP, and ADP so that you can enable data synchronization and real-time analytics.
Regularly updating language models and generative AI ensures the AI has up-to-date knowledge. Just as importantly, continuous training helps the AI provide better responses over time.
It isn’t always possible to use AI to solve problems — especially when it comes to complex issues like errors in benefits or technical issues that require your IT team’s expertise. While you should make it clear to employees that your AI service desk can handle routine tasks and inquiries, you should also make it easy for employees to get human assistance when AI falls short.
AI service desks offer advantages on so many levels. You can improve the employee experience and engagement through highly accessible support services — and at the same time, you can reduce the workload that HR and IT teams face by automating away routine tasks and inquiries so that they can focus on the bigger picture.
With RapidBee, setting up an AI service desk is easy. Start by importing your company’s knowledge base so that our AI assistant can answer your employee’s most frequently asked questions. Our platform also gives you the tools and automations to categorize and route support requests as they come in so that when a human touch is required, your teams can respond in a timely manner.
Learn more about our AI-driven employee support solutions — request a demo and see RapidBee in action.