24/7 Support, Zero Wait Time: The Promise of Generative AI in Employee IT Assistance

Employee support is proving to be one of the best applications of Generative AI. With multidisciplinary NLP capabilities, Generative AI unlocks great benefits and holds immense promise to transform employee support.

But can we expect that Generative AI can drive 24/7 employee support and zero wait time?

Generative AI has a massive adoption rate across customer-facing chatbots because of the advent of ChatGPT.

It can unleash similar effectiveness to tackle common support challenges for employees more efficiently.

Like customer support, industry leaders can look toward Generative AI to make things easier for support teams and help desk users.

Let’s see how you can make great use of Generative AI to ensure zero wait time for 24/7 employee support.

What is 24/7 support for employee IT assistance?

24/7 employee support ensures that employees get help and find answers to their queries to solve problems—no matter when these questions come up, what time, and from which place in the day.

Companies can enable 24/7 employee support using chatbots, knowledge bases, and embedded messaging.

Post-COVID, companies have an intense need to help implement 24/7 support for their remote and hybrid employees because customers suddenly find growing needs to resolve their product or service-related issues.

Other than assisting employees with round-the-clock employee support, there is an immense need for 24/7 employee support.

Why do you need 24/7 employee support?

The very fact is that a company’s IT support or help desk cannot deliver 24/7 support with human assistance. There are some challenges.

Let’s say, one day, support has a coverage of 6-8 hours. It’s going well. The next day, it has a coverage of 12 hours. Unfortunately, the next day, it needs 24 hours of support.

Can your team become available to tackle 24/7 employee support? Certainly not.

Read it here.