Leveraging Generative AI-Powered Chatbots for Employee Support and Engagement

In the IT industry, one of the most common use cases of generative AI is IT help desk chatbots and AI assistants. 

Unlike traditional rule-based chatbots generative AI chatbots converse with the user and offer personalized and contextual solutions. These chatbots handle diverse tasks, from basic query resolution to automating technical troubleshooting, enabling IT teams to focus on strategic priorities.

However, businesses often find achieving desired results from these solutions challenging, with accuracy and security constantly at risk. Management concerns revolve around data breaches and unauthorized access, while instances of incorrect responses and AI hallucinations cause mistrust among employees.

Therefore, this article will explore the benefits and IT-specific use cases of generative AI chatbots for employee support. Also, we will look at real-world examples of successful implementation of GenAI bots.

Benefits of Using Generative AI Chatbots in Employee Support

Here are 10 benefits of using Gen AI chatbots for employee support: 

Streamline Onboarding 

Gen AI chatbots simplify onboarding by automating training workflows, granting access to necessary tools and systems, handling service requests, and promptly addressing new employee queries. For instance, you deploy a chatbot that guides new hires through orientation materials, answers FAQs about company policies, and assists with setting up accounts. 

24*7 Employee Support 

Gen AI chatbots offer round-the-clock support to employees, irrespective of location and time zone. This ensures that employees working in different regions or shifts can access immediate assistance. This is especially useful for multinational corporations with employees in various regions. 

Advanced Analytics

Gen AI chatbots collect and analyze data from employee interactions, allowing you to gain insights into common issues, optimize support processes, and make data-driven decisions. For instance, you analyze chatbot interactions to identify trends in employee queries and improve knowledge base articles accordingly.

Promote Self-Service

Gen AI chatbots enable employees to resolve issues independently, freeing up IT support resources to focus on critical tasks. For example, an employee uses the chatbot to reset their password or troubleshoot software issues without contacting the IT department.

Automate Repetitive Tasks 

Gen AI chatbots automate repetitive tasks such as password resets, software installations, and account provisioning, reducing the workload on IT staff. For instance, a chatbot can automatically reset passwords based on predefined security protocols, saving time for both employees and IT support personnel.

Cost Reduction

Gen AI chatbots reduce operational costs associated with employee support by automating routine tasks and improving efficiency. Moreover, companies experience cost savings by minimizing the need for additional IT staff to handle support requests.

Personalized Reliable Resolution

Gen AI chatbots excel at offering personalized solutions by understanding user queries and building context. Instead of providing scripted canned answers, they adapt to each interaction, ensuring reliable resolutions tailored to individual needs. For instance, in case of a Wi-Fi error, the GenAI chatbot interacts with the user to offer customized troubleshooting steps, enhancing user satisfaction and problem resolution. 

Integrated Communication Experience

Gen AI chatbots integrate seamlessly with communication platforms such as Microsoft Teams and Slack, providing solutions directly within the workspace and minimizing friction. As a result, employees interact with a chatbot within their preferred communication tool to quickly resolve IT issues without switching between applications. 

Scalability 

Unlike traditional IT staff, GenAI chatbots offer scalability without increasing costs proportionately. In dynamic business environments, where workforce needs fluctuate, scaling up or down with human employees is challenging and expensive. In contrast, GenAI chatbots simultaneously handle a high volume of queries, ensuring swift resolutions without additional manpower. 

Improved Response Times

Gen AI chatbots offer fast response times by engaging in natural human-like conversations and providing relevant solutions within seconds. Moreover, it can quickly connect employees with live agents or raise support tickets for complex issues, ensuring exceptional employee support with minimal friction and wait times.

Top 5 Use Cases of Generative AI Chatbot for Employee Support

A generative AI chatbot goes beyond basic FAQ responses and new employee onboarding. Its ability to comprehend contextual queries and engage in natural language conversations offers a wide range of use cases for employee support. 

Here are the top 5 use cases of generative chatbots for businesses seeking to enhance their employee experience and IT service delivery:

1. Service Request

Gen AI chatbots streamline service requests by offering a service catalog and autonomously managing tasks like IT equipment setup, software installations, or access permissions. 

For instance, an employee needs access to a specific software tool. They can simply ask the chatbot to grant them permission. The chatbot then processes the request by verifying the employee's credentials and updating access permissions accordingly. 

This automated process eliminates manual intervention, reduces response times, and enhances overall efficiency in IT service delivery.

2. Incident Management

In case of IT service disruption, Gen AI bots serve as the initial point of contact for employees to report incidents. They gather relevant information about the problem, such as error messages or symptoms, and provide initial troubleshooting steps based on predefined knowledge bases or decision trees. 

For instance, an employee experiencing network connectivity issues seeks assistance from the chatbot, which guides them through basic troubleshooting steps or escalates the issue to the appropriate IT personnel if necessary, ensuring prompt incident resolution. 

3. Change Management 

Gen AI chatbots support change management processes to facilitate employee engagement with the following tasks: 

• Inform employees about upcoming changes, such as system upgrades or policy revisions.
• Provide detailed explanations about the changes and their potential impact.
• Address concerns raised by employees regarding potential disruptions to their work. 
• Gather feedback from employees regarding the proposed changes and relay this information to the relevant stakeholders.

This ensures that employees are well-informed and involved in the change process, leading to transparent communication, smooth change implementation and positive employee adoption.

4. Invisible Ticket  Management 

Gen AI chatbots streamline the process of logging and tracking IT service requests or incidents by automatically generating tickets in the background based on employee interactions. When an employee reports an IT issue to the chatbot, a ticket is created in the IT service management system without requiring manual input from the employee or IT staff. 

This automated ticket creation process ensures that all reported incidents are promptly logged and tracked, enabling IT teams to prioritize and address them accordingly. Additionally, chatbots provide employees with real-time updates on the status of their tickets and estimated resolution times, improving transparency and reducing employee frustration

5. Self-service Portals

Gen AI chatbots empower employees to access information and perform tasks independently through self-service portals. Employees can ask the chatbot for information on company policies, IT procedures, or HR-related queries, and the chatbot provides relevant answers or guides them to the appropriate resources. 

For example, an employee uses the chatbot to request time off, check their leave balance, or access training materials. By offering self-service options, chatbots reduce the dependency on manual assistance from HR or IT personnel, freeing up their time to focus on more complex tasks. 

Examples of GenAI Chatbots 

Here are examples of companies that successfully implemented generative AI chatbots and got exceptional results. 

Black Angus 

The IT team at Black Angus was strained by a large volume of support calls and relied on legacy systems, leading to operational inefficiencies. There was no self-service portal, resulting in further delays. 

“I am beyond thrilled to introduce Stuart, our AI bot, into the capable hands of our restaurant operators. Stuart isn’t just a tool; he’s a groundbreaking leap towards seamless communication, set to become the level one support for our management team, acting as a vital liaison between our restaurant support center and them.”

~ Constance Mayaki, Programming Manager, Black Angus 

After adopting a GenAI powered chatbot, they experienced: 

• Reduced “during office hours” support calls from 60% to 30%
• Application extended across multiple departments, including accounting and marketing  
• Reduced “after office hours” support calls from 90% to 10%

Read the complete Black Angus case study.

Patelco

On launch of a new payment gateway, Patel Co’s IT team could not keep up with employee queries and requests. The mean time to resolution was high, and IT agents worked in high-pressure environments. 

After adopting a GenAI powered chatbot, they experienced  

• 34% decrease in support calls 
• 10-15 seconds average time to find self-help (earlier 6-minute average support call)
• 700+ issues auto-resolved per month

Read the complete Patelco case study.

Why Choose Rezolve's Generative AI Chatbot Solution?

Rezolve.ai's GenAI chatbot not only engages users in meaningful conversations but employs sentiment analysis to understand queries with empathy and deliver personalized solutions. This personalized approach ensures an exceptional user experience. 

Despite potential security and accuracy concerns inherent to GenAI technology, Rezolve.ai offers a distinct advantage—hand picking the sources of information. 

You can input scripted answers, use multimedia elements like images and videos, or access external trusted sources. As a result, Rezolve.ai provides flexibility and reliability in information delivery, enhancing its overall effectiveness and utility.

To know more about how you can leverage generative AI chatbots for employee support

Book a demo today

Frequently Asked Questions (FAQs)

What are generative chatbots? 

Generative chatbots are AI-powered bots that use machine learning to understand and generate human-like text based on the prompts. Unlike traditional rule-based chatbots, they use natural language and contextually appropriate conversations with users to provide personalized and reliable resolutions.

How to use GenAI in chatbots?

To implement GenAI in chatbots, first, assess business needs and select a suitable conversational AI platform. Train the model with relevant data, ensuring it understands and generates accurate responses. Integrate it into existing systems for seamless user interaction, providing personalized support across various channels.

What is GenAI vs AI?

Generative AI (GenAI) is a subset of artificial intelligence (AI) that focuses on generating content—text, images, or music—based on a given prompt using advanced algorithms. In contrast, AI is a broader term aimed at imitating human intelligence to solve problems or perform tasks efficiently.