Help Desk Automation: Drive Employee Experience (2023)

Why is it so increasingly essential to be available for every query your employees may have; is that employee experience ultimate? If your help desk is equipped to deliver the critical piece of information and solution on time, the damage to your organization is easily avoidable.

Information overload and device fatigue are inevitable with the rise of a multitude of digital tools. It is critical to make information readily available and centralized, so your employees do not need to spend hours on the information. Consider amplifying your help desk capabilities with AI.

Help desk automation delivers bespoke employee experience and improves customer service. Our article explains why help desk automation is vital for organizational growth. Let’s uncover these essential points.

What is help desk automation for the workplace?

Help desk automation encompasses a work process that streamlines workflows for teams seeking information quickly to resolve issues and get back to work faster. It is a process that generally alleviates the workloads of help desk support staff by delivering an automated way to respond to and resolve tickets more quickly.

AI and many sophisticated technologies such as machine learning and NLP bring a new level of automation capabilities to reduce human interventions as much as possible from the daily repetitive tasks and empower help support agents to become more independent in handling core and critical organizational issues.

One core objective of help desk automation is to allow employees to handle their activities through self-service automation.

Why consider help desk automation?

Let’s look at some facts about why it is necessary to bring automation to your desk service.

The Conference Board survey reported that?98% of CEOs are concerned about the US recession over the next 1 to 2 years.?The most strategic way to cope with the current volatile situation is by improving cost efficiency and increasing employee productivity. Help desk automation could be phenomenal for decision-makers to keep pace with internal operations and meet consumer demands. Here’s why -

• Companies can be 22% more profitable with a highly engaged workforce
• Highly engaged and well-informed employees can influence 18% higher customer retention
• Employees accessing information in real-time canreduce 2.5 hours a day they spend in information hunting

AI conversational chatbot?that can automate your help desk requests can seamlessly drive business value while helping you reduce costs significantly.

Let’s break it down further to establish your cost savings.

The average annual wage and hours worked per employee for?OECD member countries?are as follows as below -

• Average salary per employee - $39,818
• Average hours worked per employee – 1686
• Average hours wasted on information every day – 2.5

Total Cost Lost to Inefficient Productivity

Average salary per employee / Average hours worked per employee X Average hours wasted for information every day x per year

= $39,818/1686 x 2.5 hours x 12 months

= $21,900 per year per employee

According to Forrester, companies have achieved excellent results by deploying virtual Agents or conversational chatbots into their help desk service,?helping them reduce 60% of inbound tickets.

So, the help desk chatbot reduces friction from employee task lists and gives them more means to get more done.

Read it here.