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Deploying remote workers can be challenging for IT leaders and teams. Let’s consider how this process can be simplified with the help of conversational artificial intelligence. The IT industry accounts for about 8% of all jobs, according to the Commerce Department, and 94% of organizations face the same challenges in supporting operations and retaining the best IT professionals. For just a small job, significant cost and cost savings are possible.
Let’s consider this in more detail.
In Part 1, we discussed the importance of an “any operations” mindset, and organizations that can successfully implement this change will be well positioned to take advantage of seamless IT and remain competitive in the future. This trend has huge disruptive potential, and organizations will experience increased flexibility, sustainability, reduced costs and improved employee experience all because of it.
Haven’t had a chance to read the first part yet?
Read Using Conversational AI for IT Support for Remote Workers, Part 1
Making seamless IT Anywhere a reality
Now let’s look at this from a scale perspective. If your business is spread across the globe with multiple offices and a diverse workforce, how do you know if conversational AI is the right solution for you?
Is continuous IT possible anywhere?
What metrics should you look at?
Or how do you know if your use of conversational AI is effective?
We’ve put together a simple framework that helps make seamless IT anywhere a reality. Aptly named DIET, this transformational framework shows how you, as a leader, can find out if conversational AI is for you.
You can use this model as a starting point to test, compare, and understand how conversational AI technology is maturing over time to meet the evolving IT needs of your employees and organization.
D – Delight is the name of the game
Employees often have repetitive requests, most of which can be solved with an automation-first approach. Your transformation story starts here, automating the low-hanging fruit with a virtual assistant that intelligently automates critical IT workflows and combines it with human-friendly conversations. The goal here is to reduce the burden on agents by having the virtual assistant answer simple, repetitive questions to avoid creating unwanted tickets.
These intelligent virtual assistants facilitate self-service by linking your data sources, knowledge bases, and comprehensively organizing your frequently asked questions. You’ll be able to automate up to 80% of your IT workload with conversational AI-powered IT assistants, freeing up agents’ time to deal with more complex and advanced issues. This means smoothly delegating issues to live agents when employees test your assistant’s limits or raise difficult issues, and delighting employees with a seamless experience that makes service delivery more accessible.
I – With great integrations comes better service coverage
A big part of the “Operations Anywhere” strategy is to provide service access wherever your employees are. Move employees from multiple touch points to a single service window on any channel they use. These intelligent virtual assistants can offer the experience and connection of a desk visit, but via chat. You can offer smart suggestions on the most common questions and enable self-service across multiple support channels, putting IT service on autopilot.
Conversational AI-powered virtual assistants eliminate manual data entry and forms by capturing details. Engage with your workers proactively and send them updates about outages, outages, health checks or more. Automatically generate answers from unstructured and abstracted sources such as knowledge repositories, manuals, documents, PDFs, community responses, FAQs, and more using generative AI to deliver unlimited service across your organization. Contextually resolve access, password resets, incidents, requests, ticket updates, approvals, and more while talking to virtual assistants.
E – Expand your enterprise for better experience results
Continuous IT starts with greater service availability and reduced wait times and more outstanding service. The ideal customer support journey stops when the employee cannot find resources for the issue. With virtual assistants at play, the employee is always one step away from finding the exact, relevant answer or resource that can solve the problem. Built on top of your existing infrastructure, conversational AI virtual assistants leverage existing APIs to facilitate automation and knowledge discovery.
This means that organizations don’t have to go through the painful process of migrating their operations to another platform just to access virtual assistants. Conversational AI assistants empower your enterprise to deliver stellar, always-on service with a personal touch. With topic and sentiment analysis, pre-trained targets and no integrations – virtual assistants can bring the necessary context across multiple channels and platforms to ensure no question goes unanswered.
T – Transforming IT today and tomorrow
Employee queries come in all shapes and forms, and no two queries are the same. Most AI deployments fail because their simple chatbot fails to understand employee queries. Using large linguistic models (LLMs) and various advanced NLP tools, conversational AI support assistants can understand queries with pinpoint accuracy, and most importantly, they self-learn and improve at scale. Organizations can have hyper-personalized interactions with employees because the virtual assistant understands the context in advance.
If an employee can access applications they’re locked out of, track reported incidents and tickets, reset passwords, request items and receive notifications of current and upcoming events based solely on their login details – then you’ve successfully transformed your IT for today, tomorrow and for the future. While long-term gains are more geared toward operational efficiency, conversational AI in its current form is making seamless IT a seamless reality for operations anywhere.
Benefits of using the DIET model for IT transformation
Being an innovator today is a bold choice, and the benefits of leveraging transformative technologies will put your organization at the forefront for years to come. An “operations anywhere” mindset is key to ensuring seamless IT operations, and when combined with conversational AI, only better results will follow.
Here are some advantages of using this model:
Increased agility and flexibility – Prepare for uncertain times and quickly adapt to changes. Work seamlessly across multiple environments without compromising employee productivity, satisfaction, and experience.
Improving efficiency and reducing costs – When you outsource up to 80% of your IT issues, there are significant cost savings. Automating workflows and consolidating workloads increases employee productivity and drives business efficiency.
Enhances resilience in your IT operations – Understanding the issues most important to your workforce and future-proofing your self-service initiatives makes it easy to scale. Adapting quickly and working seamlessly with self-learning and enhanced assistants boosts the overall morale of your workplace.
Are you ready to try continuous IT for yourself?
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