Using Conversational AI for Remote Employee IT Support Part 2 – TechToday

Implementing remote workers can be difficult for IT leaders and teams to support. Let’s examine how this process can be streamlined with the help of conversational AI. According to the Department of Commerce, the IT sector accounts for about 8% of all jobs, and 94% of organizations face these same challenges in supporting operations and retaining the best IT professionals. With just a small amount of work, significant value and cost savings can be achieved.

Let’s examine this in more detail.

In Part 1, we discussed the importance of an “Anywhere Operations” mindset, and organizations that are able to successfully make this shift will be well-positioned to take advantage of uninterrupted IT and remain competitive in the future. This trend has immense disruptive potential and organizations are experiencing greater flexibility, resilience, reduced costs and a better employee experience all at the same time.

Making uninterrupted IT anywhere a reality

Now let’s look at it from a scaling perspective. If your business is spread across the globe with multiple offices and a diverse workforce, how do you know if conversational AI is the right solution for you?

Is it possible to have uninterrupted IT anywhere?

What metrics should you be looking at?

OR How do you know if your conversational AI deployment is effective?

We’ve created a simple framework that helps make uninterrupted IT anywhere a reality. Aptly named DIET, this transformational framework will show how you can understand as a leader if conversational AI is right for you.

You can use this model as a starting point to examine, compare, and understand how conversational AI technology matures over time to address the growing IT needs of your employees and organization.

D – Delight is the name of the game

Employees often have repetitive queries, most of which can be solved with an automation-first approach. Your transformation story starts here, automating the “low-hanging fruit” with a virtual assistant that intelligently automates critical IT workflows and overlays it with human conversations. The goal here is to reduce agent workloads by having the virtual assistant respond to simple, repetitive queries to avoid creating unwanted tickets.

These intelligent virtual assistants promote self-service by connecting your data sources, knowledge bases and comprehensively organizing your frequently asked questions. You’ll be able to automate up to 80% of IT workloads with AI-based conversational IT assistants, freeing up time for agents to deal with more complex and advanced issues. That means gracefully handing over issues to live agents when employees test your assistant’s limits or present complex issues, and delighting employees with seamless experiences that make service delivery more accessible.

I – With large integrations, a better coverage of the service is achieved

A big part of the anywhere operations strategy is to provide service availability wherever your employees are. Move employees from multiple touchpoints to a single window of service on any channel they use. These intelligent virtual assistants are able to provide the experience and connection of a desktop visit, but via chat. You can provide intelligent suggestions for the most common questions and enable self-service across multiple support channels that puts IT service on autopilot.

AI conversational virtual assistants eliminate manual data entry and forms by capturing details on the fly. Proactively engage with your workforce and send them updates on downtime, outages, health checks, or more. Automatically generate answers from unstructured and siled sources such as knowledge repositories, guides, documents, PDFs, community answers, FAQs, and more using generative AI to deliver unrestricted service to your organization. Contextually resolve issues related to access, password resets, incidents, requests, ticket updates, approvals, and more conversationally with virtual assistants.

E – Expand your company for better experience results

Uninterrupted IT starts with making service more accessible and reducing wait times and delivers more exceptional service. The ideal customer service journey stops when an employee cannot find resources for a problem. With virtual assistants in play, an employee is always one step away from finding an accurate and relevant answer or resource that can solve the problem. Built on top of your existing infrastructure, AI conversational virtual assistants use existing APIs to facilitate automation and knowledge discovery.

This means organizations don’t have to go through the painstaking process of migrating their operations to a different platform just to access virtual assistants. AI conversational assistants extend your business to deliver stellar service, always with a personal touch. Using topic and sentiment analysis, pre-prepared intents and out-of-the-box integrations – virtual assistants can bring much-needed context across multiple channels and platforms to ensure no query goes unanswered.

T – Transforming IT for today and tomorrow

Employee inquiries come in all shapes and forms, and no two inquiries are ever the same. Most AI deployments fail because their simple chatbot doesn’t understand employee queries. Leveraging large language models (LLMs) and a variety of advanced NLP tools, AI conversational assistants can understand queries with extreme accuracy, and best of all, they’re learning and improving at scale. Organizations can deliver hyper-personalized interactions with employees because the virtual assistant understood the context in advance.

If an employee can access apps they’re locked out of, track reported incidents and tickets, reset passwords, request items, and receive notifications about ongoing and upcoming events, based only on their data ‘login, then you’ You have successfully transformed your IT for today, tomorrow and the future. While the long-term gains are more geared towards operational efficiency, conversational AI in its current form makes seamless IT operations for any location a seamless reality.

Benefits of using the DIET model for IT transformation

Being an innovator today is about making bold decisions, and the benefits of adopting transformational technologies will put your organization at the forefront for years to come. An operations-anywhere mindset is key to ensuring uninterrupted IT operations, and having conversational AI will only yield better results.

Here are some of the benefits of adopting this model:

Increased agility and flexibility – Prepare for uncertain times and adapt quickly to changes. Operate seamlessly in multiple environments without compromising productivity, satisfaction and employee experience.

Improve efficiency and reduce costs – When you divert up to 80% of your IT problems, there is a significant cost savings implication. Automating workflows and consolidating workloads increases employee productivity and drives business efficiency.

Increase resilience in your IT operations – Understanding the issues that matter most to your workforce and future-proofing your self-service initiatives makes it easy to scale. Being able to adapt quickly and run smoothly with self-learning and improvement assistants boosts overall morale in your workplace.

Ready to experience uninterrupted IT?