10 Best Ways to Use GenAI for Employee Experience

Generative AI can be extensively used to elevate employee and customer experiences. Most of us have used a chatbot at some point, either as employees or customers. While classical AI bots were an upgrade on existing alternatives, they often left some unsatisfied with the experience. Generative AI, however, offers a different level of language understanding capabilities.

Conversations with Generative AI are natural and free of limitations. A well-crafted Generative AI enterprise solution has 'conversational elasticity.' It does not need to follow a predefined or narrow conversation path but can be very fluid and adaptive.

Furthermore, a Generative AI solution can also take action and not just provide answers. This capability means that GenAI solutions can address many use cases.

Here are some of the most common use cases for employee support that GenAI effectively addresses.

1. Unlocking Enterprise Knowledge

Generative AI can sift through vast amounts of information to provide employees with quick and accurate answers. Instead of spending time searching through documents or databases, employees can ask the AI and get immediate responses. This capability streamlines the process of finding necessary information, enhancing productivity and reducing frustration.

2. Virtual Assistant for IT and HR

Generative AI can be a virtual assistant for IT and HR departments, handling routine queries and tasks. Whether it's resetting passwords, troubleshooting common technical issues, or answering HR-related questions, the AI can manage these efficiently. This reduces the burden on IT and HR staff, allowing them to focus on more complex issues.

3. Personal Efficiency Tools

Tools like the O365 Co-pilot, powered by Generative AI, can significantly enhance personal efficiency. These tools can summarize meetings, documents, and emails, create new documents, and even draft emails. By automating these mundane tasks, employees can focus more on strategic work, thus improving overall productivity.

4. L1 Ticket Triaging and Troubleshooting Capabilities

Generative AI can effectively triage and troubleshoot common issues at the first level of support. It can auto-route complex problems to the appropriate department or individual, ensuring that issues are resolved quickly and efficiently. This speeds up problem resolution and improves employee satisfaction by reducing downtime.

5. Employee Onboarding and Offboarding

The onboarding and offboarding processes can be streamlined with Generative AI. It can guide new employees through onboarding, ensuring they have all the necessary information and resources. Similarly, it can manage the offboarding process, ensuring all necessary steps are completed efficiently and systematically.

6. GenAI-Enabled Smart Emails

Generative AI can help craft more thoughtful emails by suggesting responses, summarizing email threads, and even automating routine email tasks. This ensures that communication is timely, relevant, and efficient, reducing employees' time managing their inboxes.

7. GenAI-Enabled Case Summarization

Generative AI can summarize cases when dealing with support tickets, providing a concise overview of the issue and the steps taken to resolve it. This makes it easier for employees to understand and address problems quickly. It also helps maintain a clear record of past interactions for future reference.

8. GenAI-Enabled Analytics

Employees can ask Generative AI for the necessary insights instead of navigating through complex analytics platforms like Tableau or PowerBI. By using natural language queries, employees can get the required data and analysis without mastering the intricacies of data analysis tools. This makes data-driven decision-making more accessible and faster.

9. GenAI-Enabled Process Automation

Organizations often have numerous processes that employees need to follow, leading to what is known as "process blindness." Generative AI can help by automating these processes or guiding employees through them. Whether it's filling out forms, following up on tasks, or ensuring compliance with procedures, AI can handle it, freeing employees to focus on more strategic activities.

10. Intelligent Escalation

Generative AI can determine the appropriate person or department to escalate an issue based on the nature of the problem and the context. This ensures that issues are handled by the right people, improving resolution times and reducing the likelihood of miscommunication. Intelligent escalation helps maintain a smooth workflow and enhances overall efficiency.

In a Nutshell

Generative AI has the potential to transform the employee experience by automating routine tasks, providing quick access to information, and enhancing overall efficiency. Organizations can create a more productive, satisfying, and engaging work environment by leveraging these AI capabilities.