Using conversational AI for IT support for remote workers, Part 1

Today’s workforce is distributed, with many employees working from home and working with a “I want it now” mindset. As remote or hybrid work becomes the new norm, tech workers feel the pressure to provide immediate, top-notch virtual IT support to end users from anywhere and on any device.

According to Gartner’s report on the most strategic technology trends, “Anywhere Operations” is a trend that has huge disruptive potential, and organizations that adapt will experience increased flexibility, resilience, reduced costs and an improved employee experience at the same time.

This hyper-scalable, accessible anywhere hard-to-build environment and cracking just the tech support part means breaking away from old, traditional models. The The IT industry directly accounts for more than 10% of the US economyand together 65% of IT help desk teams say they face burnoutIt is increasingly difficult to support operations and retain top talent in an Anywhere Operations model.

Continuous, always-on virtual IT support seemed like a distant dream that required a lot of technology and huge startup costs.

But this is no longer the case.

Thanks to conversational AI assistants, businesses can now merge virtual and physical experiences, be digital first, and adapt to location-independent thinking. It enables organizations to provide support anywhere, while addressing the building blocks of transforming the employee experience for better collaboration, remote access, automation and one-stop service.

So the question remains – are you ready for “nowhere operations”?

How to achieve seamless IT support with conversational AI

Continuous IT is a term used to describe an IT environment that is always available for employee support. Making this a reality means providing a simple way for employees to engage with your virtual support team around the clock.

Conversational AI builds a bridge between employees and the IT Help Desk by reducing the need for complex error-prone manual processes and providing information about potential issues before they occur with intelligent virtual assistants. This continuous automation makes it easier for the IT environment to run smoothly.

Before implementing conversational AI, it’s important to first take a good look at how your organization operates, identify where the opportunities are and where the inefficiencies lie in order to maximize your investment.

Every CIO should learn the 3 D’s of successfully implementing conversational AI

1. Discover

Understand your end user. Ask yourself discovery questions such as:

• What apps are they on?
• How do they solve problems when things go wrong?
• How do they report issues?
• Do they know where to go to find the right questions?

These types of questions can help you analyze and get a pulse on current inefficiencies, so you can identify high-volume areas where AI automation can eliminate bottlenecks and improve the experience. For example, conversational AI can be used to automate repetitive IT tasks, such as troubleshooting and finding answers to employee IT issues, reporting incidents, resetting passwords, or renewing software licenses.

With the added benefit of friendly APIs, you’ll be able to have seamless integration between virtual assistants and databases, making it easy to access data from sources like Service Desk, CRM, Helpdesk, Slack, MS Teams, Google Drive, and more.

APIs make it easy for businesses to collect and analyze data generated by conversational AI solutions. By integrating chatbots with analytics platforms, businesses can gain insights into employee behavior, preferences, and pain points. This data can be used to improve the conversational AI solution as well as other aspects of the business.

2. Design

Now that you know your end users better, it’s time to create a customer-centric experience around them. By identifying your capabilities, APIs and pain points, the focus should be on building a solution that works for them. The Virtual Assistant’s training in major languages, GPT-3, Knowledge AI, Intents and Expressions makes it a trusted co-pilot personalized for your business.

This ensures that a conversational AI solution can respond to a wide range of employee requests and demands, improving efficiency and accuracy. Multiple languages ​​can be added to the layout to support a diverse workforce, ensuring employees can communicate in their preferred language.

Last, but not least, is finding out which channels employees use and where they stay engaged on work-related projects and communications. Once you’ve identified, start integrating with various applications and services to ensure that your entire workforce can consistently access these features.

3. Layout

This is the fun part where it all comes together! You have successfully identified your business pain points and developed a comprehensive solution that addresses them. Is it all a piece of cake from there?

In short, no.

Adopting new technologies is the biggest challenge for any organization. However, with the right involvement, support and resources, you can ensure a smooth transition. When you bank on an industry-leading conversational AI vendor like Kore.ai, you’re supported by:

• State-of-the-art technology equipped to meet the needs of employees.
• Thorough support from implementation to maintenance to upgrades
• Assistant training and retraining to keep up with new trends and language models
• Dedicated support with a team of experts

This improves the accuracy and efficiency of the solution, increasing employee productivity and experience at the same time.

So the question remains – are you ready for “anywhere operations”?

Organizations that can successfully transition to an operations-anywhere mindset will be well positioned to take advantage of seamless IT and remain competitive in the future. This can be a difficult change because it requires changes in both the way IT teams work and the way the business operates.

At Kore.ai, we enable IT transformation and provide future-ready solutions to organizations with initiatives to support their employees’ IT experience. In our upcoming Part 2, we’ll discuss how using frameworks like DIET for the workplace is helping companies implement promising technologies. This framework works by consolidating employee service on a single platform, deploying modern service channels in a few clicks, and delivering flexible AI-enabled virtual assistants that automate complex workflows and delight employees.

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