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Improving Employee Self-Service (ESS) With Proactive Recommendations and Smart Chatbots

What if you didn’t have to tap someone’s shoulder to find the right resource? Or risk losing valuable company know-how if that person leaves? How about when you’re updating your benefits options and get lost trying to find the right menu, so you end up calling HR? And what about those times when you compile information from a variety of sources and don’t feel completely confident sharing the information externally (85% of employees feel this way)?

Common information shouldn’t be hard to find. You should be able to help employees self-serve by smartly matching existing HR, IT, and product articles and information to their questions through relevant search results, proactive recommendations, and smart chatbots.

The Need for Smart ESS

These situations all call for smart employee self-service, or ESS. ESS is a high priority for companies who want to make it as easy as possible for employees to feel in control and stay productive.

The intent is to unify the digital workplace with AI-powered search and knowledge, giving employees one place to search that’s both dynamic and contextual. This helps ensure that every employee has the best, most relevant information to make informed decisions. (Of course, what we’re talking about in this article also applies to customer self-service).

The Value of Self-Service Portals

An AI-powered workplace allows you to set up employee self-service portals, which sets your employees up for self-service success. Tapping into your existing homegrown, legacy, or cloud-based systems, and connecting content through a single index, allows employees to easily search for what they need while AI serves up the best matches regardless of where that content lives.

The Benefits of Chatbots

In addition to having all necessary content in one place, having an HR chatbot that integrates with popular employee platforms such as Slack and email will eliminate the need for employees to navigate the myriad of menus oftentimes associated with HR. A worker can simply ask the chatbot to complete a specific task in the HR system, and the chatbot will take care of it.

The result is a more seamless ESS experience for the employee and a higher likelihood that HR doesn’t need to save the day.

Additional Benefits of an AI-Powered Workplace

AI gives employees the ability to augment support agents and create meaningful interactions. This improved agent experience means that companies can reduce customer effort and turn their customers into loyal brand promoters and advocates.

Using AI and machine learning to deliver relevant content in the moment of need can help increase first contact resolution, boosting agent proficiency and shortening resolution time. This gives your employee more time to focus on perhaps more strategic efforts.

AI-powered knowledge management provides the intelligence behind the relevant experiences employees expect. Employees can find what they need in one place, in whichever system they choose, whether they’re being onboarded, looking for department-specific knowledge, or searching for HR or IT information.

Discover how AI-powered knowledge management from Coveo can improve employee self-service with proactive recommendations and smart chatbots.

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