Home > Using AI and Automation to Enrich the Employee Service Experience

Using AI and Automation to Enrich the Employee Service Experience


Artificial Intelligence (AI) is increasingly becoming integral in the tech landscape, transforming virtual assistants and self-remediating software to enhance user experiences and propel IT automation in the workplace. Most of the tech workforce embraces AI, recognizing the potential advancements and business improvements it brings. In the workplace, smart technology aims to support and elevate the employee experience, not to replace human workers.

Leveraging AI for Business Enhancement

For businesses to effectively benefit from AI, leaders must ensure the technology is applied wisely and aligns with their goals. A clear strategy and alignment with business objectives simplify cost justification. Smart technology is designed not to overhaul employee routines but to streamline their tasks. AI and automation ease the workload by refining existing processes and automating mundane tasks, allowing employees to focus on more complex issues. For instance, automation can handle bulk updates to devices and software, a task that would be cumbersome and time-consuming for staff, thus maintaining workflow continuity without disruption.

Optimizing Support with Smart Technology

Smart technology enhances service desk efficiency by automating incident resolution and request fulfillment and, in some cases, preempting support tickets altogether. AI-driven knowledge bases can guide employees through self-service solutions, like password resets or software installations, optimizing support team bandwidth for more critical issues. Integrating AI into business operations supports service continuity and simplifies daily tasks for employees by refining their approach to work.

Anticipating and Addressing Future Challenges

The unexpected shift to remote work during the pandemic tested organizational adaptability. Companies with contingency plans or flexible remote work policies managed the transition more smoothly. Preparation, including setting up VPNs and distributing resources, underscored the value of automated solutions in navigating such transitions efficiently. Automated employee service portals exemplify smart technology designed to save time, facilitating quick resolution of incidents, and streamlining service requests.

Harmonizing Smart Technology and Human Workforce

The future of work will require a partnership between smart technology and human talent. AI and automation relieve the workload, allowing employees to focus on more nuanced tasks. The synergy between automated services and the human workforce underscores the importance of a balanced approach to employee experience in a digitally evolving landscape.

To learn more about automation and how they can help your teams can reduce response and resolution times, try a free demo of SolarWinds® Service Desk.

To read more on balancing innovation and caution when embracing AI, read this article by Senior Vice President of Product at SolarWinds, Cullen Childress, in AI Journal
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…
Read more