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How AI can improve employee Help Desk experience

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At 6:00 PM do you wonder and ask “where did the time go?” Yeah, me too.

Between the daily hustle, have you ever paused and audit your workday? 

When you closely look at your workday, you will discover that large chunk of your time (and energy) is consumed by “micro-tasks”

You know those endless policy inquiries, project updates, endless waiting on someone to get answers to basic questions and so on. No wonder you catch yourself muttering, “I get the real work done after official hours”

While micro-tasks chip away at productivity for every team, for the Human Resource team, it’s an entirely different ballgame. From CEO to the intern, there’s a constant line at your door, each with their unique queries. It ranges from questions around leave policies to the intricate questions around POSH or something which can affect employee retention.

Now for your team finding specific information in a pile of documents is like going on a wild goose chase. 

The scene is familiar: Your team vividly remembers crucial policy updates shared. Now to find that they do email searches, keyword hunts mostly leading to futile efforts leading them to frustration.

Okay! 

So let’s just have a central repository for all information. In the utopian realm – all information is organized, all documents are updated and everyone refers to those documents. Ah bliss!

However, in day-to-day operation it’s challenging. Other pressing tasks demand our immediate attention and effort. Updating and organizing information often take a back seat.

The current knowledge structure has following challenges: 

1) Built on “structure” and “nomenclature”: Initially it seems robust However, as your business expands (and so does the team) it becomes a challenging task to maintain.

2) They still need to know the source: Information often scatters across various documents and sources. To conduct a search, they must recall the document’s name or whether it was shared via email, on the HRIS platform, or elsewhere. This turns searching into a memory exercise.

3) Missing Insights: In the current knowledge base setup, finding insights like what questions the team is repeatedly looking for is difficult. Hence missing the opportunity to go from a reactive stance to a proactive approach.

How about we move to the HR help desk?

Now see, helpdesk does work wonders in streamlining certain aspects and providing relevant answers. However, in a world where even a 30-second reel feels long, waiting for hours to get the information on simple questions is definitely not the best employee experience.

Solution?

Enter the world of AI:

Yes, I get it – AI here can sound like a buzzword thrown around these days.

But picture this, when your team asks a question, AI analyzes information across all sources(from slack threads to Notion Pages to documents) and provides an accurate answer along with the source without waiting on anyone.

And this goes beyond efficiency. It instills a sense of empowerment and autonomy in the team.

Let’s explore how integrating AI can help you in your daily help desk operations.

Focus on what matter:

If you ask me to mention only one advantage then this would be right on top. Introducing AI into your help desk can free your time significantly. Your team can get instant answers to their questions. The weight of micro-tasks no longer ties you down. Your focus can shift to those impactful tasks that can potentially yield meaningful results.

Scalability:

Scalability is where AI in the helpdesk truly shines. It can handle any number of queries simultaneously, ensuring every question is addressed in a timely manner. You don’t have to be concerned with queries getting overlooked – AI’s got it covered. Plus, it brings consistency to responses, eliminating any potential discrepancies.

Employee Experience:

The traditional helpdesk’s significant flaw lies in its lack of constant accessibility when your team needs it. The frustration increases when they are left waiting for hours before someone gets back to them with an answer.

Making sense of all information:

One of the significant drawbacks we discussed regarding traditional knowledge repositories is the necessity for proper nomenclature and structure. Teams often find themselves struggling to recall keywords when seeking specific information.

AI steps in to streamline the entire process. It can analyze information across all sources, even unstructured slack threads, providing instant answers to questions. Your team now only needs to ask questions – no more endless scrolling or keyword searches. The experience becomes akin to ChatGPT, where your team can ask questions, engage in conversations, and find the information they need within seconds.

In today’s landscape, AI and human touch need to work hand in hand to improve the employee experience. While the majority of the questions can be handled by AI, and for queries where AI might not come up with satisfactory responses then there is always an option to reach the HR team. It’s a balanced approach, ensuring efficiency with AI while maintaining the essential human connection for more nuanced matters.

AI is giving the traditional IT and HR helpdesks a much-needed facelift. Answering your team’s questions before the coffee’s brewed. Employees don’t feel like being stuck waiting for information and freeing up your time from the mundane tasks. A workplace where AI is your reliable ally and transforming the way you navigate the workday.

Chintan Bavishi

Product Marketing Manager at Springworks.

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