When we talk of help desk software, the first thing that comes to mind is customer service. Undoubtedly, having advanced automated AI-based software would enhance customer service and customer satisfaction. But isn’t the same level of satisfaction required from employees?
After all, if the employees working for an enterprise are unhappy, they would hardly like to give their best on the job. This will affect overall productivity, and no amount of customer service can change things. Also, if the employees spend half their time trying to understand their work, when will they complete it?
Not just that, the IT and HR teams would be stressed due to the constant queries and complaints from other employees. How can they focus on their core jobs when solving repeated problems takes away most of their time?
Some famous companies in the market have come up with Ai Service Desk Software to provide comprehensive employee support within an enterprise. The software can think, learn, understand, and even rectify any mistakes it makes in providing solutions to employees. Whether in the IT department to handle technical and network issues or in the HR department to share rules and policies, the software does a lot more than simply sending pre-saved replies for a limited set of questions.
The following are some benefits of using AI-based help desk software to assist employees.
Saves Time for Every Employee
The software responds instantly to a message from the employee. It asks questions, understands the problem, and provides a solution. Employees don’t have to wait for queries to be answered, nor does the technical team have to perform the same tasks repeatedly.
If the problem has to be resolved by an expert, a ticket is generated, and the case is routed to the second-level expert responsible for it. The keys are automatically generated and determined by the service desk software. All the chat details are also forwarded so that the expert can have a clear picture of the problem.
Reduce Workload
The load on the IT and HR departments is reduced by half. The employees can respond to calls and messages with repeated questions. They don’t have to generate tickets and save the chat history for every conversation. There is no need to write detailed reports about the same. It is all taken care of by AI-based software.
Cut Down Operational Costs
There is always pressure on the IT and HR departments to cut unnecessary costs. But is that really possible? Using the software, the departments can quickly identify areas to minimize costs and show where the enterprise needs to invest more. Enterprises can spend money on things other than processes that do not help in boosting the business.
Collect, Store, and Process Data
As mentioned in the previous points, the software keeps track of every single conversation it has with the employees. This data is analyzed to understand various aspects, such as which employee is having trouble with which software/ process, which policies are not clear, whether employees face harassment issues, and more.
24*7 Assistance
The software is permanently active. At any time of the day, it will respond to a message from an employee. Also, unlike humans, the chatbot doesn’t feel tired or slow down after a long day at work. It can interact with multiple employees simultaneously with the same kind of efficiency.
Provide Personalized Answers
One of the most significant advantages of using AI-based software is providing employees with personalized solutions. For example, suppose a particular employee is having regular trouble remembering passwords instead of unblocking the account every time. In that case, the software will provide a solution to help the employee to remember the passwords or find another alternate method.
Realtime Extended Support on Various Channels
The Ai Service Desk Software is not limited to one platform. It can be used on other communication channels, such as Slack and mobile apps. The chatbot will send notifications, respond to queries, and provide the required information directly on the platform through which it is being contacted. If employees are in a Slack meeting and require specific data, one can text the chatbot, and it will share the details with them.
The software provided by the best company is also capable of learning. It takes feedback from each employee and uses the data to improve its performance. It is truly an advanced helpdesk software with microlearning abilities and knowledge skills. Since it has been created for multiple platforms, it can deliver the same performance everywhere. This will increase the overall efficiency of the enterprise.
