Increase Satisfaction & Efficiency With AI in Employee Service Centers

Onboarding Remote EmployeesOnboarding Remote Employees
main-image
With the right AI tools, you can empower employees and transform your support team. Learn how to use AI in employee service centers here.

Artificial intelligence has created a massive wave of digital transformation. According to Gartner, the top use today for generative AI is to improve customer experiences and retention — 38% of surveyed organizations reported this as their primary objective — but there are many more ways to deploy this new technology to revolutionize the way you work.

One way to put AI to work is to use it to create a more effective employee service center. With the right AI tools, you can empower employees with access to real-time information along with a more streamlined support ticket system that allows for efficient responses. 

Below, we’ll show you how AI-driven employee service centers can work.

What Is an Employee Service Center?

An employee service center is a one-stop self-service portal where employees can gain access to the information they need. With an AI-powered employee service center, you can do all of the following:

  • Provide real-time information on company policies, benefits, training programs, and other HR-related information. 
  • Offer IT support by giving employees access to equipment manuals as well as answers to frequently asked tech questions.
  • Create support tickets for employees who request maintenance, repairs, or other needs.
  • Offer personalized responses according to an employee’s particular role.

In other words, the right AI tools can act as a sort of personal assistant for everyone in your organization by answering questions, directing employees to the right resources, and routing support tickets to the right people when human intervention is required for more complex tasks.

What Are the Benefits of AI in Employee Service Centers?

AI technology comes with many advantages. When you leverage it to create an AI-driven service desk, you’ll enjoy the following:

  • Increased employee engagement through the use of conversational AI and natural language processing that can provide human-like answers featuring relevant information.
  • Improved employee satisfaction since generative AI allows for instant responses rather than making people wait for HR teams or other departments to respond to emails.
  • A lighter workload for IT and HR professionals since GenAI can easily handle frequently asked questions and many of the repetitive tasks that bog your human resources or tech departments down.
  • Increased productivity enabled by AI agents that can provide instant employee support, allowing employees to resolve problems and get back to work sooner.
  • More efficient resolutions, which reduces frustrations and improves the overall employee experience.

How to Use AI in Employee Service Centers

The big question remains: How can you implement this new technology? It’s not as difficult as you may think! Read below to discover how you can easily set up an AI-driven employee service center with RapidBee.

Automate Frequently Asked Questions

AI in employee service centers: RapidBee’s AI Assistant chatbot

For employees, an AI-driven service center can stand in as something of a virtual assistant. Here’s how it works on the RapidBee platform:

  • Step 1: Upload company policies, benefits information, and other key documents to create a knowledge base.
  • Step 2: Allow for employee self-service by setting up AI chatbots that reference this knowledge base to provide instant answers to FAQs.
  • Step 3: You’re ready to go! By messaging your bots, employees can get answers to questions. 
  • Step 4: Over time, update your knowledge base with new company policies or answers to questions that keep cropping up so that your chatbots can provide the most relevant information possible.

This kind of automation improves employee experiences by providing people with easy access to the information they need most. Additionally, it improves workflows for busy support teams, too. It removes the burden of responding to dozens of emails containing commonly asked questions, which allows HR leaders and other support professionals to focus on bigger picture things like strategic decision making, new initiatives, or more complex problems that require human intervention.

Streamline Ticket Management

AI in employee service centers: RapidBee's Tickets page

Automated ticket management is another great use case for AI-driven employee service centers. With AI and machine learning, the RapidBee platform can automatically recognize when questions require support beyond the answers that the chatbot can give. When this happens, the platform will automatically convert the chat into a support ticket.

Automated escalations save time for everyone: Employees won’t have to worry about creating separate tickets, and support personnel won’t have to spend time rerouting tickets that ended up in the wrong queue.

RapidBee’s smart ticket management solutions take things a step further, too. Further automations allow you to create time-driven automations that initiate, advance, and close tickets. The system will also provide email updates to employees at every step of the process. 

Improve Case Routing

AI in employee service centers: RapidBee's All Open Tickets page

Misdirected tickets are a common problem that employees face when seeking support. When this happens, the best case scenario is a major delay as the ticket’s recipient works to reroute the ticket to the right person. In the worst cases, support tickets vanish into the ether, never receiving a response. 

RapidBee eliminates these problems with automated ticket routing. It works like this:

  • Employees ask your chatbots questions.
  • If the chatbot can’t answer a particular question, it automatically escalates the request and creates a support ticket.
  • When it creates the ticket, it will use rules that you’ve set up for automated case routing to route it to the right person. For example, if an employee asks a question of your IT chatbot, and you’ve created a rule to send all IT chatbot queries to a specific IT support team member, the ticket will automatically be routed to them.

Provide Proactive Support

Summary of Amber Kanuckel's profile in RapidBee

An AI-driven service desk can become an invaluable tool that enables HR teams to provide proactive support to their workforce. This aspect of a service desk isn’t so much about answering questions or resolving trouble tickets. Instead, the service desk will use AI and employee data to identify potential problems or roadblocks so that you can help employees get back on track.

RapidBee’s proactive support tools begin with the Performance Management dashboard that allows you to track goals, conduct reviews, and give and receive feedback. Here, you can identify employees who may be at risk of falling behind on their goals — and through assessments and feedback, you can identify the reasons why performance may be suffering so that you can take proactive steps to correct it.

Another way that RapidBee can help you provide proactive support is through Employee Journeys. This dashboard allows you to create journey templates that can guide employees through training, the onboarding process, the offboarding process, and more. Within each journey, you can outline the steps that employees need to take to complete the journey. Once assigned, you can monitor each employee’s progress — and step in to provide support along the way.

Create Your Employee Service Center With RapidBee

Using AI in employee service centers comes with a variety of benefits. With self-service chatbots, employees gain instant access to the information they need — and that makes the support process more efficient not only for employees, but also for the HR teams and other support professionals who would normally spend large portions of their time answering frequently asked questions.

With RapidBee, it’s easy to set up an AI-driven employee service center that delivers results. You can automate FAQs, streamline ticket management, improve case routing, and even provide proactive support to prevent problems before they spiral out of control. 

Ready to learn more? It’s easy to get started today.