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Using AI and Automation to Enrich the Employee Service Experience

Artificial intelligence (AI) continues to take its place in the tech field. From virtual assistants to software capable of self-remediation, AI enhances everyday user experiences and increases the use of IT automation solutions in the workplace. Most of the tech workforce welcomes AI with open arms and understands the advances smart technology can bring and how it can improve business objectives. Smart tech in the workplace is meant to augment and enhance the employee experience—not take the place of the human workforce.

Enhancing Your Business

For AI to work for a business, leaders should ensure they’re using smart tech for the right purposes. Having the right plan in place and ensuring the technology meets business objectives can also make it easier to justify costs. Smart technology shouldn’t totally transform the day-to-day tasks of employees. When used correctly, AI and automation should simply make things easier for them. Rather than expecting employees to learn something new, smart technology is meant to make the employee experience easier by improving the processes they already use. Along with automating simple tasks, smart technology can help businesses manage larger tasks employees aren’t familiar with. Mass updates to an organization’s laptops, phones, and video conferencing software, for example, could take an extensive amount of time for employees to update manually—and this process may be indefinite if they’re not sure how to perform the updates. Automation and AI can perform mass updates easily without disrupting daily workflow.

Streamlining Support With Smart Technology

Smart technology is also capable of automating service desk tools, helping reduce the time it takes for support teams to resolve incidents or fulfill requests. In some cases, it can even help prevent a ticket from hitting the support team’s queue. A service desk with an AI-powered knowledge base can direct employees to self-service solutions for, say, a password reset or how to install an application. This type of case deflection frees up precious resources for support teams to focus on more in-depth issues. Implementing AI and other forms of smart technology into a business can help teams maintain services while also making life easier for employees. Smart technology won’t alter the jobs employees are given, but it’ll make it easier for employees to perform their daily tasks by changing their strategies and reactions.

Staying Ahead of Future Issues

Before the pandemic, working from home may have seemed like an impossible feat for some organizations. Moving hundreds of employees to a remote environment overnight was unfathomable, but many companies made it happen. Those who were prepared with emergency plans or flexible work from home strategies may have had an easier time with the shift. Management teams were responsible for setting up VPNs, distributing laptops, and even sending how-to emails with remote best practices. Having an automated plan and smart technology can help mitigate these types of issues faster. Automated employee services portals are a great example of time-saving smart technology. From self-service solutions to service requests with automated workflows, having a robust service portal in place can allow employees and service providers to resolve incidents and approve requests faster, saving everyone time.

Coexisting With Smart Technology

Post-apocalyptic movies may portray a future world run by robots, but in reality, there will always be a need for human capital in a digital world. Smart technology can ease the stress of daily tasks and should exist alongside the people using the technology. A positive employee experience lies in the balance between automated services and human complexity.
Jason Yeary
Jason Yeary
Jason Yeary is a technical expert for SolarWinds Service Desk customers and a former service desk manager in the healthcare industry. He is ITIL 4…
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