AI: The Key To Humanizing Employee Experience

AI: The Key To Humanizing Employee Experience

Our ability to communicate continues to amaze us, enabling human progress on a stunning scale in a brief time frame. Today, Artificial Intelligence (AI) keeps reaching new horizons in sharing inspiration, innovating creatively, and overcoming challenges.

Since conversation is the foundation of meaningful relationships, AI must be able to foster intelligent, two-way interchanges. As social beings, we take our conversation and its flow for granted, but the ability of AI to replicate topics, exchanges and utterances meaningfully is key to a humanized employee experience.

Early on in AI development, challenges emerged. The problem lay not with language transmission per se, but with context: the tenor of the interaction itself. In other words, employees increasingly expected personalization, empathy, and human-centric understanding from an interchange. These values are absolutely vital, it turns out. One needs only to observe the anger and frustration that erupt at a tone-deaf, ineffectual, or unresponsive AI chatbot!

Before AI, Service Desk interactions had become a dreaded ordeal; impatient employees bogged down waiting for help with simple functions like password changes or adding new information to a health insurance policy. Gartner found that between 20%-50% of all IT help desk calls involve password resets for various devices, applications, and IT services, ranging from 2-30 minutes to fix. Forrester adds that each password reset call costs an organization $70!

These chores are among the most tedious and least rewarding aspects of technical support. Dispirited service agents stuck addressing volumes of low-skill requests have little opportunity to focus on higher-level issues and use their training to advance their careers. The impact on morale showed up in drains on focus and motivation, reduced employee engagement, drop in employee satisfaction, leading to employee churn, and consequent human resources replacement and training costs.

The Human Equation: Empathetic AI

The demand for credible, easily accessed AI conversation has driven an era of breakthroughs: deep learning, natural language engagement, supervised and unsupervised Natural Language Processing (NLP), and Natural Language Understanding (NLU) are well established. Natural Language Generation (NLG) can automatically change data into plain-English (or multilingual) content. These are only a few of the foundational technologies that are transforming the quality of interactions between humans and digital systems. They have now made it possible for employees to streamline mundane, repetitive portions of the daily workload across the enterprise. Additionally, AI makes personalized training available for agents to enhance their skills and value. The result is an ongoing revolution in productivity, efficiency, and job satisfaction.

Aisera accesses and utilizes abundant information from existing enterprise knowledge-based systems and interactions to resolve challenges and to humanize the employee experience. Available resources for achieving that goal include chat conversations, emails, voice transcripts, transactions, and other pre-existing enterprise data in the IT Service Desk systems. The AI solution can now utilize ML to teach itself to behave in a human-centric way with minimal—or even no—user supervision.

Aisera’s Conversational AI enables learning from both structured and unstructured data to conduct direct, meaningful conversations with an employee or user. Aisera’s virtual assistant can now intuit user intent in order to make suggestions and recommendations, and tailor responses. When efforts to resolve an issue fall short, it can smoothly transfer the interaction to a real human, keeping frustration to a minimum. It can perceive rising annoyance in a user’s voice and respond intelligently to avert frustration.

Omnichannel Agility Drives Employee Approval

Most people today expect to use their smartphones for reading emails, browsing the internet, checking their schedule, calling a meeting, and chatting live with colleagues. The ability to switch across applications, pause, and resume their conversations is a given. This expectation holds true when it comes to IT Service Desks as well. An “Alexa-like” interchange is the gold standard for introducing AI in employee experience.

In response, Aisera’s Conversational AI Assistant enables employees to interact with a Service Desk representative across email, web, chat, voice, or messaging. Now, with advanced Conversational AI technology, a user can talk, text, or type a question, and a Conversational AI agent will pop up, embedded in whatever channel the user is active on.

That means employees and Conversational AI agents can engage in a meaningful conversation while chatting on their laptops and resume the conversation by messaging on their mobile phones—with the full state preserved. They can resolve user requests autonomously through omnichannel conversational dialogues while achieving as much as 80 percent self-service resolutions, with 50 seconds MTTR, and increase CSAT/NPS up to 50 percent—potentially cutting costs up to 90 percent!

The Business Value of Humanizing

The advent of Aisera technology was made to order for the Service Desk, helping both employees and agents break free from unproductive routines through self-service ticket resolution. Aisera:

  • Delivers personalized, user-relevant conversational experience and conversation context-switching
  • Enables omnichannel support (web portal, chat, email, voice, and mobile app)
  • Institutes self-learning Cognitive AI with prebuilt models to understand over 1.1B conversations
  • Integrates and supports enterprise formats
  • Distributes knowledge enterprise-wide
  • Seamlessly integrates with ticketing, knowledge, and IAM systems
  • Enhances user engagement

 

Now, Conversational AI agents can guide end-users through self-service by deeply understanding the intent and meaning of a question via Natural Language Understanding (NLU). Aisera’s Virtual Assistant can quickly retrieve relevant information for users even when it is buried in unstructured support web pages or lengthy troubleshooting documents.

Because Conversational AI integrates with back-end enterprise systems such as configuration management, application access, and service catalogs, an agent can resolve service requests that require execution of cross-system business workflows. For an employee, Aisera’s Robotic Process Automation (RPA) allows them to use self-service to unlock accounts, reset passwords, provision an application, troubleshoot email, or resolve VPN connectivity. This support makes a major difference in terms of increased job satisfaction, time and cost-savings, and overall productivity. For the enterprise, AI-driven virtual assistants are available 24/7, don’t increase headcount, and can be expanded elastically by adding more compute power, so its advantages are easy to quantify.

Still Second Guessing... How to Improve Employee Experience?

Aisera offers personalized, human-centric technology that dramatically improves the employee experience, empowered by deep learning, NLP, ML, multi-cloud services, and distributed data pipelines. If you’re concerned with long resolution times, high support request volume, limited budget, and low productivity, Aisera can help you overcome these challenges. We can let you automate the majority of repetitive manual tasks, compress hierarchies, accelerate decision-making, and most importantly, deliver a positive employee experience.

Additional Resources