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