With the corporate world constantly changing, it is becoming increasingly important for businesses to provide real-time employee support to build a happy and productive workforce. Ever since the pandemic, organizations, regardless of their size and industry, realized that engaged employees are the lifeblood of their business as they fight to stay ahead in this unprecedented economic climate. A U.S. study on workplace engagement found that disengaged employees cost businesses between $450 billion and $550 billion annually. The study found that disengaged employees are less accountable for their attitudes, actions, and motivation, which reduces overall employee productivity.
Another study by Gallup states that organizations with the highest employee engagement scores had levels of profitability that were 21% higher than those in the lowest quartile. High levels of employee engagement also led to a 17% higher ROI. These studies indicate that businesses should invest in major components like employee experience, engagement and effectiveness if they want to succeed. Now here comes the most important question- how businesses can elevate these components all together? Well, provide the right employee support!
Modern employees demand quick fixes and assistance when needed to handle the challenges of their jobs successfully. Waiting for the right support for hours or days can increase confusion, decrease employee productivity, and disengagement. Additionally, the prevalence of remote and hybrid work models highlights the need for accessible and prompt support because employees may be dispersed geographically and need help at any time. To meet the demands of the modern workforce, Fortune 500 companies and startups around the globe are adopting cutting-edge technologies. Among these technologies, Generative AI has emerged as a promising option to transform employee support and influence the future of work.
What is Generative AI? How Generative AI will Impact Employee Support in 2023?
Generative AI is another aspect of artificial intelligence technology that leverages generative techniques to develop text, images, and videos without human involvement. This technology extensively uses data to produce responses that mimic human language, making it an excellent choice for offering in-person employee support.
In terms of employee support, the potential of generative AI is astounding. It provides businesses with various applications to elevate employee experience, streamline time-consuming IT and HR tasks and processes, and elevate business ROI.
Generative AI is poised to completely transform employee support by providing a wide range of game-changing advantages. A Deloitte study states that 89% of HR executives believe integrating AI technologies like Generative AI will significantly improve employee support services and experiences.
Generative AI Integrated Employee Service desk
When integrated with generative AI technology, your service desk can comprehend and respond to employee inquiries just like a dedicated human support agent. A Generative AI-powered service desk can handle a variety of employee tickets while providing precise and beneficial responses, freeing up support agents or technicians to work on more challenging problems. By doing so, the support agents will better understand the problem and won’t need to follow up as much. The issues can also be solved much more quickly.
In short, a Generative AI-powered employee service desk can provide immediate and personalized support to your employees, easing the burden on your support agents and speeding up response times.
How Does the Generative AI Service Desk Elevate Employee Support and Experience?
Let’s look at some of the many benefits that a Generative AI-powered employee service desk has to offer in the world of employee support:
- Real-time and Personalized Employee Support at your Fingertips
Generative AI has revolutionized the industry in terms of real-time employee support and personalized employee support. With a Generative AI employee service desk, organizations can provide round-the-clock and proper assistance thanks to its capacity to produce human-like responses and solutions.
Imagine a situation where an employee is having a technical problem at odd hours and can get immediate assistance from a chatbot powered by Generative AI rather than waiting for a human agent to respond. When employees’ questions are promptly answered, not only is the level of productivity higher but also the level of satisfaction is higher.Real-life example: A top technology company installed a modern employee service desk powered by Generative AI to support its global workforce. This AI-powered service desk’s smart chatbot feature responds quickly to various queries, from HR policy clarifications to IT-related troubleshooting, and offers round-the-clock assistance. The result significantly increased overall employee satisfaction as the company reported a 35% reduction in the average response time for employee inquiries.
- Personalized Employee Training and Development Programs
Employee growth and development have assumed a central role in the competitive job market in 2023. Generative AI has proven to be adept at creating personalized learning experiences and resources tailored to specific employees’ needs. With a Generative AI-powered employee service desk, organizations can create personalized learning pathways by evaluating employee performance, skill gaps, and career goals. This enables employees to improve themselves and succeed in their positions.Real-life example: A well-established financial institution has recently implemented a Generative AI-powered service desk to enhance its learning and development initiatives. This Generative AI-powered service desk system identified specific areas for improvement based on employee performance data. Individualized training modules were then recommended to each employee, resulting in a 28% increase in employee engagement with training materials and a 21% improvement in job-related competencies.
- Automated Time-consuming, Repetitive HR and IT Administrative Tasks
Needless to say that IT and HR departments frequently struggle with a large number of administrative duties. Generative AI service desks enable HR and IT professionals to concentrate on strategic projects and employee-centric tasks by automating these repetitive processes. Generative AI streamlines IT and HR processes and lessens the need for manual labor by automating recruitment procedures, password resets, software installations, managing leave requests, and administering benefits.Real-life example: A Fortune 500 company has recently incorporated a Generative AI service desk into its HR management platform. The initial stages of the hiring process were automated by the service desk, which also screened resumes and shortlisted candidates according to predetermined standards. As a result, the hiring process took 27% less time, and selected candidates were of significantly higher quality.
- Seamless Knowledge Management
Knowledge sharing is essential for a thriving organizational culture, promoting innovation, and providing employees with the necessary resources to succeed. By curating and organizing massive amounts of information within a company’s databases, the Generative AI service desk enables seamless knowledge sharing and makes it accessible to employees. This encourages teamwork, avoids duplication of effort, and enables group problem-solving.Real-life example: An IT startup company has recently implemented a Generative AI-powered service desk with a robust knowledge base to centralize its internal resources. Employees were able to access a variety of information, such as best practices, project guidelines, and expert insights, resulting in a 32% increase in cross-departmental collaboration and accelerated product development timelines.
- Enhanced Employee Well-Being and Support for Mental Health with Feedback System
Because of the increased focus on employee well-being, businesses now understand how crucial it is to support their workers’ mental health. The generative AI service desk is taking action in this area by offering an employee pulse survey, where they can express their worries and request support without being judged or stigmatized. On the other hand, employers can also identify the key areas that need improvement.Real-life example: A US-based tech startup unveiled a Generative AI chatbot that allows employees to express their timely feedback, grievance, and suggestions. This helped the company to understand its weak points. Employees also felt like their voices were being heard and valued by management, which enhanced employee retention.
Conclusion
Indeed, Generative AI will redefine the concept of employee support by the end of 2023. This advanced technology is changing the way businesses look after their workforce by facilitating real-time assistance, personalizing learning and development, supporting employees’ mental health, streamlining HR operations, fostering knowledge sharing, and removing language barriers. As time passes, effective Generative AI integration in employee service desk software will enable businesses to develop more productive, contented, and engaged workforces, ultimately catapulting them to new heights of success.
By automating repetitive, time-consuming IT and HR tasks and responding to user inquiries promptly and accurately, organizations can give support agents or technicians more time to work on more complicated problems that require human intervention. This might increase the service desk’s efficiency and cut operating costs. This means Generative AI is the future of employee support in 2023 and beyond.
