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Ideas and news on business process automation to stay ahead of the IT game

Stories and tips on business process automation software, AI, chatbots and employee support.

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+ 11
How to address your employee support pain points with AI
Tue Feb 27 2024
How to address your employee support pain points with Gaspar AI
A year after the massive success and quickest than ever adoption of ChatGPT, followed by the rise of AI in every corner of our lives, one thing hasn’t changed: IT leaders continue to struggle with the same pain points and concerns as they steer digital transformations aimed at bolstering business resilience and enhancing experiences for both customers and employees. From overwhelmed employee support teams to slow response times and complicated processes, these challenges can significantly impact employee satisfaction and overall business operations. In this blog post, we'll delve into the most common pain points and explore how companies can adopt Gaspar AI to address them and unlock valuable benefits. ## Pain point: Overwhelmed employee support helpdesk teams Helpdesk support teams face a constant influx of inquiries and issues, often struggling to keep pace with the volume of requests. It's indicative that ticket volume has increased +35% in the last 2 years. This high workload can lead to delays in response times and challenges in providing timely assistance to employees, impacting overall support efficiency and employee satisfaction. \ \ Gaspar AI alleviates the burden on helpdesk support teams by eliminating L1 support tickets through [autonomous resolution](https://www.gaspar.ai/solutions) and freeing them from massive ticket queues. Our platform offers automated solutions and accurate Generative AI responses to routine employee queries. Gaspar AI uses [proprietary algorithms and high-quality, sector-specific datasets](https://www.gaspar.ai/blog/gaspar-ai-mastery-for-it-automation), along with Retrieval Augmented Generation (RAG) that ensures the generated answers are based on the company’s knowledge base and internal repositories. At the same time, [multiple plugins](https://www.gaspar.ai/integrations) and GenAI triggered automations allow for instant, automated resolution of most frequent issues, such as password resets. Gaspar AI guarantees swift and precise resolution of L1 issues without human intervention, freeing up valuable resources for more complex tasks. \ \ **_Value delivered: Reduced ticket volume and manual work_** \ \ By automatically and accurately answering and resolving routine queries, Gaspar AI deflects a high number of support tickets, relieving the pressure on helpdesk teams and [streamlining support processes](https://www.gaspar.ai/benefits). ## Pain point: Unproductive employees The lack of employee productivity may stem from difficulties in accessing timely support or inefficient communication channels, and greatly hinders business operations. With Gaspar AI, employees benefit from instant, high-quality and precise Generative AI responses to repetitive queries. Our Virtual Agent is powered by fine-tuned LLMs optimized to work with enterprise data, and has advanced NLP and NLU capabilities to identify intent and ensure context-aware dialogues. It also engages in interactive conversations and asks follow-up questions to help employees get the right answer. \ \ **_Value delivered: Increased productivity_** \ \ By empowering employees with timely and accurate support, Gaspar AI minimizes downtime and allows employees to focus on their core tasks, thereby enhancing overall productivity. ## Pain point: Employees struggle to use multiple tools and communicate with the helpdesk Employees struggle to navigate disparate systems, making it difficult to find the files, information or resources they need, or access the support they require. \ \ Gaspar AI streamlines employee support by offering a [unified, easy-to-use solution](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) that eliminates the need for multiple tools. Our friendly, intuitive interface on [Slack](https://www.gaspar.ai/blog/employee-helpdesk-on-slack), [MS Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support) and [Jira SM support portal](https://www.gaspar.ai/xence-ai) empowers employees to just talk with our chatbot and immediately get solutions. Our AI helpdesk platform instantly consolidates information from different sources, staying grounded in each company’s data, and delivers responses in a human-like way. All AI-generated answer summaries adhere to access permissions and users can instantly verify them through citations and links to source content, boosting their trust to our AI platform. Omni-channel support and easy handoff to human agents also enhance communication between the helpdesk team and employees. \ \ **_Value delivered: Increased user adoption_** \ \ With its user-friendly interface, trustworthy responses and omni-channel support, Gaspar AI encourages widespread adoption among employees, leading to smoother communication and collaboration between helpdesk teams and end-users. ## Pain point: Dissatisfaction with employee support performance due to slow response times Resolution time has increased by +57%* in the last two years. Slow response times impede productivity, lead to dissatisfaction with overall support quality and erode trust in IT support services. Gaspar AI improves IT support efficiency by increasing agent productivity through automated processes. By facilitating easy ticket creation, automated sync with the ITSM platform, and smart routing to the right agent, Gaspar AI reduces response times and enhances the perception of IT services. Our AI helpdesk allows employees to look up the status of one or multiple tickets on Slack, MS Teams or the ITSM portal for greater resolution visibility. And in case additional details or responses are needed, it automatically sends notifications to employees and agents. \ \ **_Value delivered: Improved IT helpdesk perception_** \ \ Gaspar AI enhances IT support efficiency, reducing response times and improving employee satisfaction with quicker issue resolution. This boosts the perception of IT services within the company, making the IT and helpdesk team the employees’ best partners. ## Pain point: Investments entail long time-to-value and deployment Investments often require extended deployment periods and time-to-value, posing challenges for companies seeking rapid returns on their technology investments. Lengthy deployment processes can delay the realization of benefits, hindering business agility and innovation. Gaspar AI accelerates value realization with its rapid deployment process that takes no more than 1 hour and seamless integrations. By offering over 30 out-of-the-box integrations and quick knowledge ingestion from various platforms, such as Sharepoint, Google Docs, Coda, Confluence, Helpjuice, Notion, Dropbox, Gaspar AI ensures companies can swiftly leverage its capabilities. \ \ **_Value delivered: Rapid value_** \ \ Gaspar AI's quick deployment and seamless integrations ensure companies can swiftly leverage its capabilities, resulting in accelerated value realization and faster return on investment. ## Pain point: Data security concerns Data security concerns pose represent a critical challenge for organizations, as breaches can jeopardize sensitive data and result in significant financial and reputational damage. Protecting data integrity and confidentiality is paramount in maintaining trust with customers and stakeholders. \ \ Gaspar AI prioritizes data security and privacy by ensuring that customer data are protected. The information collected from our customers is strictly confidential and will never be shared with other customers or utilized to train our generic AI model. The sole purpose of collecting these data is to enhance and personalize each company's model for an improved and tailored experience. Thus, data are first stripped of anything personal or sensitive to the business. Moreover, customer data reside in their own region and don’t get transferred between regions. With data centers located across different continents (US, Canada, EU, or UK), Gaspar AI adheres to stringent privacy regulations. \ \ **_Value delivered: Respects business processes and privacy_** \ \ Gaspar AI safeguards sensitive information and adheres to business processes, thereby instilling confidence and trust in the company’s data handling practices. ## Pain point: Complicated and repetitive processes that add zero value Complex and tedious processes that contribute little to no value can bog down organizational efficiency and drain resources. These inefficiencies often arise from outdated workflows and manual tasks that consume valuable time and effort without yielding meaningful results. \ \ Gaspar AI simplifies and automates complex processes with its [no-code, intelligent workflow automation](https://www.gaspar.ai/platform). Helpdesk teams can create custom workflows to automate repetitive processes such as employee onboarding, account creation and more. Our AI helpdesk also identifies and resolves issues through GenAI-triggered automations, thus offering instant, autonomous resolution and deflecting tickets. \ \ **_Value delivered: Easy and smart automation_** \ \ Gaspar AI simplifies complex workflows and automates repetitive tasks without requiring any manual effort or coding skills. ## Accelerate employee support efficiency and satisfaction with Gaspar AI Gaspar AI emerges as a transformative solution for addressing common pain points in employee support, offering unparalleled value through its advanced Generative AI capabilities. By reducing ticket volume, increasing productivity, improving user adoption, enhancing IT perception, accelerating value realization, ensuring data security, and enabling smart automation, Gaspar AI empowers companies to optimize their support processes and deliver exceptional experiences to employees. [Embrace Gaspar AI today](https://www.gaspar.ai/demo-request) to revolutionize your employee support ecosystem and unlock a new era of efficiency and satisfaction. \ \ *_Source: https://www.metricnet.com/_
jira software ai helpdesk integration
Tue Feb 20 2024
Jira Software helpdesk automation with Gaspar AI
Are you an Atlassian customer? Do you use Jira Software for employee helpdesk issue tracking? Are you looking for an AI-powered solution, but you are not an Atlassian Premium or Enterprise customer? Don’t worry, Gaspar AI has you covered! We created the only AI helpdesk platform that integrates with Jira software and has a Virtual Agent that you can leverage no matter your pricing plan and infrastructure. \ \ Transform your IT support operations and offer magical employee experiences with our Generative AI platform that automates processes and brings smart ITSM solutions that maximize your Jira Software investment. ## Deliver instant answers with our AI chatbot – Jira integration We know that searching through Confluence to find the information you are looking for can be a nightmare. With Gaspar AI, when employees have questions, they simply ask our Generative AI chatbot on Slack and MS Teams and get instant answers to how-to questions, IT troubleshooting, HR policies, and more. Advanced LLM training and dialog management capabilities enable our Virtual Agent to understand human language, intent and context, and engage in natural, interactive conversations. No more complicated searches! All information is sourced from your internal repositories and knowledge base and delivered straight to end users on their favorite chat platform. ## Automatically support your employees and speed up approvals Our Generative AI chatbot automatically resolves 40% of employee issues instantly, without human involvement, on Slack and Microsoft Teams. Requests include password resets, group management, email lists, HR requests such as PTO, folder and calendar access approvals, license provisioning, etc. This dramatically reduces your helpdesk ticket cost and volume and allows your team to focus on strategic initiatives. At the same time, employees can get back to work immediately and be more productive. ## Streamline ticket management workflows Gaspar AI’s platform resolves tickets or routes them to exactly the right person on your helpdesk, intelligently and automatically. Whenever a request is automatically resolved, an issue-ticket is generated on Jira Software to help you keep track – no need to manually create it. For complex requests, our platform facilitates hand-off to the best suited helpdesk agent with notes that are automatically added. Creating the issue ticket is super simple: the employee fills in a form on Slack or MS Teams. Tickets are tracked on Slack, MS Teams and Jira software. ## Enhance your knowledge base You need to know where your knowledge gaps are in order to prioritize what articles to write next. Thanks to our Business Insights, you can uncover the most common employee issues, what’s hurting their productivity, and which content will unblock them. We use large language models to break down ticket data and present which knowledge content is most needed. Thus, you can prioritize creating the relevant articles. ## Bring the power of AI on Cloud and Data Center across all pricing plans With Gaspar AI, it doesn’t matter where you host your Atlassian products: it works on both Cloud and Data Center. What’s best is that it is available for standard, premium and enterprise plans with unlimited usage. ## Gaspar AI handles your data responsibly Gaspar AI is designed to ensure everything confidential is inaccessible when searching, and that all existing permissions are respected. IT Admins have full control over which automations to enable and for which teams. The data you submit is used only to serve your experience. They are not used to train models or shared between customers. ## Get the most out of your Jira Software Ready to bring all our AI benefits to your Jira Software platform without needing a team of machine learning experts? If you wish to streamline your IT support operations and dramatically reduce your employee ticket volume, we can [schedule a meeting](https://www.gaspar.ai/demo-request) or you can directly [get the app on the Atlassian marketplace](https://marketplace.atlassian.com/apps/1230453/gaspar-virtual-agent?tab=overview&hosting=cloud).
AI-powered HR helpdesk's impact on the employee lifecycle
Wed Feb 14 2024
From attraction to separation: HR helpdesk's impact on the employee lifecycle
As modern workplaces continue to evolve at the AI pace, the HR team’s role in ensuring seamless communication, support, and guidance for employees across all stages of their journey becomes even more important. The employee life cycle refers to the different stages that an employee goes through while working at a company. These stages include: 1. Attraction 2. Recruitment & Selection 3. Onboarding 4. Retention & Development 5. Separation In this blog post, we delve into the impactful role of AI-powered HR helpdesks in managing the entire spectrum of the employee lifecycle. From the initial onboarding process that sets the tone for their journey to the crucial offboarding phase that ensures a smooth transition, HR helpdesks serve as the backbone of support and guidance. Join us as we uncover their profound influence on the employee experience, and how they contribute to organizational success every step of the way. ## 1. Attraction - Crafting memorable first impressions The Attraction stage marks the initial phase of the employee lifecycle, where companies aim to captivate and entice potential candidates. It involves strategic efforts to showcase the company's unique culture, values, and opportunities to attract top talent. Through various recruitment marketing channels, such as job postings, employer branding initiatives and networking events, companies strive to create a compelling first impression that resonates with candidates and encourages them to explore further. This stage sets the foundation for the candidate's perception of the company and significantly influences their decision to engage with the organization further. \ \ AI-powered HR platforms play a crucial role in this stage by providing personalized and efficient support to potential candidates. Candidates can engage in real-time conversations with Virtual Agents to learn more about job opportunities, company culture, and application processes. Virtual Agents can also assist with initial screening questions, guiding candidates through the application process, and providing immediate answers to frequently asked questions. For instance, a candidate interested in a job opening can interact with an AI chatbot to learn about the company's mission, vision, and values, or even receive personalized recommendations for relevant job openings based on their skills and preferences. \ \ Additionally, AI helpdesks can analyze candidate interactions to identify patterns and preferences, enabling recruiters to tailor their outreach and engagement strategies effectively. They can also help with candidate sourcing by scouring various online platforms and databases to identify potential candidates who match the desired qualifications and job requirements. This expands the candidate pool beyond traditional methods and helps recruiters discover passive candidates who may not be actively seeking employment. ## 2. Recruitment and selection - Finding the perfect match This stage involves reviewing resumes, conducting interviews, and ultimately selecting the most suitable candidate for the role. This stage is crucial as it determines the quality of talent entering the company and directly impacts its future success. Effective recruitment and selection practices not only ensure that the right skills and qualifications are matched to the job but also contribute to a diverse and inclusive workforce. It sets the stage for the candidate's integration into the company and lays the groundwork for their future development and growth within the organization. \ \ Integrating AI into the Recruitment and Selection stage offers numerous benefits, including increased efficiency, improved candidate experience, enhanced decision-making, and reduced bias. By leveraging AI technologies, companies can optimize their recruitment process and identify the best-fit candidates to drive success and innovation. - **Resume screening**: AI-powered tools can analyze resumes to identify key qualifications and skills relevant to the job opening. This streamlines the initial screening process by automatically filtering out candidates who do not meet the criteria, saving recruiters time and effort. - **Predictive analytics for candidate fit**: AI analytics tools can analyze historical data on successful hires within the organization to identify patterns and characteristics associated with high-performing employees. This information can be used to develop predictive models that assess candidate fit and likelihood of success in the role. - **Assessment and simulation**: AI-based assessment tools can administer psychometric tests, simulations, and situational judgment tests to evaluate candidates' cognitive abilities, personality traits, and job-related skills. These assessments provide objective insights into candidate suitability and potential job performance. ## 3. Onboarding - The foundation of employee experience The Onboarding stage marks the pivotal beginning of an employee's journey within a company, encompassing the process of integrating new hires into the company culture, systems, and workflows. It involves providing essential information, resources, and training to facilitate a smooth transition and set the foundation for success in their new role. Effective onboarding goes beyond administrative tasks to foster a sense of belonging and engagement, helping new employees understand their role, responsibilities, and expectations within the company. By creating a supportive and welcoming environment, companies can accelerate the assimilation of new hires, minimize time-to-productivity, and maximize their contribution from the outset. \ \ AI-powered HR helpdesks can significantly improve the new hire’s onboarding experience by providing personalized support, guidance, and resources to new hires. - **Interactive onboarding chatbots**: Through [AI chatbots](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), new employees can access essential information and assistance 24/7, even before their first day. Leveraging VR technology, AI helpdesk platforms can also provide immersive virtual tours of the company's offices, facilities, and workspaces. New hires can explore different departments, learn about company culture, and interact with virtual mentors or guides to familiarize themselves with their surroundings before their first day. Virtual Agents can answer common questions about company policies, benefits, and procedures, as well as provide guidance on navigating internal systems and platforms. - **Personalized onboarding paths,** based on new hires' backgrounds, skills, and preferences. This could include suggested training modules, introductions to relevant team members, and recommended resources to accelerate their integration into the company. They can also send personalized welcome messages and daily notifications and emails with remaining tasks, so they finish every step on time. - **AI-powered buddy matching**: AI algorithms can match new hires with experienced employees or mentors based on compatibility factors such as personality traits, work styles, and career interests. This ensures that new employees have a supportive mentorship relationship from the start, facilitating their transition and providing valuable guidance and support. At the same time, AI helpdesks can reduce the burden of manual and time-consuming tasks for the IT and HR teams. For example, [Workflow Automation enables the creation of automated onboarding processes](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute) with no need to have any coding skills. Every time new people join the company, account creation, license provisioning, folders access and more run automatically depending on their role and permissions. \ \ By automating routine tasks and providing instant support, AI helpdesks streamline the onboarding process, reduce administrative burden on HR teams, and ensure new employees feel supported and empowered from day one. ## 4. Retention and development - Empowerment through ongoing support In this stage, HR teams focus on maintaining and nurturing their existing talent pool. It involves [strategies and initiatives aimed at fostering employee satisfaction](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement), engagement, and loyalty to reduce turnover rates and retain top talent. It encompasses various activities, such as ongoing training and development opportunities, career advancement pathways, development plans, recognition programs, and a positive work environment. \ \ [According to the 2023 Employee Experience Trends report by Qualtrics](https://success.qualtrics.com/rs/542-FMF-412/images/Employee-), 37% of employees (a 5% increase from 2022) feel that they lack the necessary tools and processes to consistently meet the heightened productivity expectations set by organizations. This deficiency is starting to have a significant negative impact – and that’s where AI helpdesks come into play. - **Effortless issue resolution and easy access to resources**: AI helpdesks serve as knowledge hubs offering instant responses to employee queries regarding things that matter to them: how-to info, IT troubleshooting, HR policies, benefits, and procedures. At the same time, [chatbots integrated in the company’s chat platform](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) can also offer [automated resolution](https://www.gaspar.ai/solutions) to common employee issues, such as [password resets](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds), and instant approvals for access requests, [time-off](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) and much more. By having their issues instantly resolved and their questions answered promptly, employees can get back to work immediately and be more productive. They also feel less stressed and frustrated, increasing their satisfaction and desire to remain in the company. At the same time, AI helpdesks free up HR staff from such repetitive tasks and enable them to focus on making an impact on employees’ work life. - **Addressing potential problems proactively**: AI helpdesks can analyze employee sentiment and engagement data to proactively identify areas for improvement in company culture and employee satisfaction, enabling HR teams to implement targeted interventions and foster a positive work environment. By investing in employee retention efforts with the power of AI, companies can strengthen their teams, enhance productivity, and sustain a competitive edge in the marketplace, minimizing the [Voluntary Turnover Rate](https://www.gaspar.ai/blog/hr-helpdesk-metrics). Additionally, having a solid strategy for employee development and growth can contribute to long-term commitment and organizational success. AI can greatly help both the workforce and HR teams in the development stage: - **Personalized learning plans**: AI helpdesks can offer personalized recommendations for employee development opportunities based on individual skillsets, career aspirations, and performance evaluations, thereby promoting continuous learning within the company and making employees happier. - **Intelligent feedback and assessment**: AI-powered assessment tools can provide real-time feedback on employee performance, identifying strengths, weaknesses, and areas for improvement. This feedback can be used to personalize learning experiences, target skill development efforts, and track progress over time, leading to [improved Skill Gaps metrics](https://www.gaspar.ai/blog/hr-helpdesk-metrics). ## 5. Exit and offboarding - Transitioning with grace This stage marks the culmination of an employee's journey within a company. It involves the process of transitioning departing employees out of the company and ensuring a smooth and positive departure experience. It includes conducting exit interviews to gather feedback, offboarding administrative procedures such as collecting company assets and updating records, and facilitating knowledge transfer to ensure a seamless transition for remaining team members. Effective offboarding is essential for maintaining positive relationships with departing employees, preserving institutional knowledge, and protecting the company's reputation. By handling exits with care and professionalism, companies can leave departing employees with a positive impression and maintain goodwill, even after they've moved on to new opportunities. - **Automated offboarding**: AI-powered helpdesks can automate the offboarding workflow, ensuring that the process happens smoothly and quickly, avoiding unnecessary company exposure. For instance, with Gaspar AI’s [no-code automation](https://www.gaspar.ai/platform), IT teams can create offboarding flows covering the required exit steps and tasks. They can then run these workflows automatically whenever someone leaves the company. This greatly reduces the time it takes to deprovision employees and helps keep your company data secure. - **Offboarding checklists**: AI-powered task management systems can generate personalized offboarding checklists for HR professionals and departing employees. These checklists can include steps for returning equipment, updating access privileges, completing paperwork, and scheduling exit interviews, ensuring that no essential steps are overlooked during the offboarding process. - **Knowledge transfer**: AI helpdesks can capture, organize, and distribute departing employees' knowledge and expertise. Natural language processing (NLP) algorithms can extract relevant information from documents, emails, and chat logs to create comprehensive knowledge repositories that remain accessible to the team, and [increasing the Knowledge Base coverage metric](https://www.gaspar.ai/blog/hr-helpdesk-metrics). - **Feedback analysis**: AI platforms can analyze feedback from exit interviews, surveys, and other sources to identify recurring themes, areas of concern, and opportunities for improvement. This data-driven approach enables companies to make informed decisions and implement targeted interventions to enhance the employee experience. - **Compliance monitoring**: AI systems can monitor compliance with offboarding procedures, data privacy regulations, and employment laws to ensure that departing employees' rights are protected, and legal obligations are met. AI algorithms can flag potential compliance issues, provide guidance on regulatory requirements, and streamline documentation processes to mitigate risks associated with offboarding. ## Reflecting on the holistic impact of AI HR Helpdesks on the employee journey By harnessing the power of AI, companies can foster a culture of continuous improvement, drive employee engagement, and ultimately, achieve greater success. HR helpdesks are becoming a necessity rather than a luxury, and they can be a key differentiator empowering talented employees to choose your company vs your competitor’s and making employees’ life within your company easier. \ \ Don’t let HR processes stress you out – [sign up](https://www.gaspar.ai/free-trial-signup) for Gaspar AI’s HR helpdesk today or [schedule a meeting](https://www.gaspar.ai/demo-request) to see the platform and discuss your needs.
HR helpdesk metrics AI-powered world
Wed Feb 07 2024
The 7 HR metrics that matter in 2024’s AI-powered world
Beyond the balance sheets and technological advancements, the heartbeat of every thriving business is its people. Their passion, dedication, and collective expertise shape the culture, innovation, and resilience that define an organization. Companies don't succeed solely because of products or services; they thrive when people, with their unique talents and collaborative spirit, become the driving force behind every achievement and milestone. As HR leaders look ahead to 2024, they must remain focused on improving the employee experience. To do so, it is crucial to measure HR initiatives’ impact through key metrics. \ \ As AI and automation are becoming essential tools throughout a company’s operations and teams, it’s important to understand their impact on the employees’ everyday work life and prioritize HR metrics that track it. As a leader, you would want AI and automation to [make employees happier](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement) within your company, rather than stressed. \ \ [82% of executives](https://www.bamboohr.com/blog/key-hr-metrics) agree that HR metrics are useful for their organization* — and nearly one-third want to see more frequent reports from HR teams. From measuring employee engagement to assessing HR systems’ effectiveness, these metrics are the vital signs that determine the health and success of a company. Let’s explore what are the metrics that matter the most in today’s automated company environment, and how an AI-powered HR helpdesk can help you improve them. ## Understanding HR metrics HR metrics enable organizations to monitor their human capital and assess the efficacy of their HR initiatives. Measuring this data—including what’s working well and what needs improvement —helps organizations track their HR success, and consequently better understand their employees’ performance and experience. \ \ Below you can see 12 key metrics that measure the effectiveness of your HR operations and enable people-first leaders to make the right discussions and changes: Service and Software metrics, such as: 1. **Cost of HR per employee**: The total amount your organization spends on HR functions divided by the total number of employees. 2. **HR software employee participation rate**: The number of employees who actively use your HR software. Recruitment metrics, which include: 3. **Demographics**: The characteristics of your workforce such as age, gender, education level, and length of service. 4. **Headcount**: The total number of employees in your company. 5. **Time to productivity**: The time it takes for new hires to become acclimated to your organization and start working at full productivity. Engagement and employee retention: 6. **Employee satisfaction**: The number of employees who would recommend your company as a good place to work versus the number of employees who wouldn’t. 7. **Voluntary turnover rate**: Includes only those employees who leave your organization voluntarily. 8. **Retention rate**: The opposite of your turnover rate in that you divide the number of employees who remained in your organization over a given period by the number of total employees. Time tracking metrics such as: 9. **Absence rate**: The average number of days employees are absent, not including approved PTO (also called absenteeism). 10. **Overtime hours**: The number of overtime hours worked by employees in a given time period. \ 11. **Performance management metrics** that you can track through self-assessments, peer reviews, manager assessments, or a combination of all three. 12. **Training and development metrics** that measure training effectiveness and the average amount of time it takes for an employee to complete a given training program. ## Redefining HR metrics in the AI-powered era: 7 essential measures With the great impact that automation has on today’s HR teams, in this article we decided to deep dive into the ones that matter most in our AI-powered world. These include some of the above and new ones: 1. **HR software employee adoption rate**: The number of employees who actively use your company’s HR-related software and systems, divided by the total number of employees. 2. **HR query response time**: The time it takes the HR helpdesk to address and resolve employee inquiries or concerns. 3. **Voluntary turnover rate** which shows the % of employees voluntarily leaving your company as discussed above. 4. **Overtime hours** worked by employees. 5. **Time to productivity**, which as mentioned above, is the time it takes for new hires to start working at full productivity. 6. **Knowledge base coverage**: The proportion of HR-related inquiries or issues that receive sufficient coverage within the knowledge base. 7. **Skill gaps**: Analyze skill gaps within the workforce based on job requirements, performance data, and training outcomes. ## Why track HR metrics? HR metrics are essential for guiding strategic decision-making and optimizing organizational performance. By analyzing key indicators related to recruitment, employee engagement, and retention, HR leaders gain valuable insights into the effectiveness of their initiatives. This data-driven approach enables efficient resource allocation, fosters employee satisfaction and loyalty, and ultimately aligns HR strategies with broader company goals. \ \ In essence, HR metrics serve as a compass for companies, providing the necessary insights to continually improve workforce management and enhance the employee experience. By proactively examining HR data, companies can set goals and make decisions that better align with the evolving needs of today’s workforce. Instead of responding reactively to unexpected shifts, data-driven HR teams anticipate and influence improved employee experiences, and companies become more resilient. ## Why measure HR software employee adoption rate HR software employee adoption rate measures how well employees engage with and integrate HR software into their daily workflow. A low rate can signify that HR systems are complex and not user-friendly, and therefore [employees prefer not to use them](https://www.gaspar.ai/blog/why-employees-do-not-use-the-traditional-service-desk). By tracking this rate, companies can identify opportunities to consolidate redundant systems or upgrade to new ones, use cases that are not being met and training gaps preventing employees from using them. AI can significantly boost HR software adoption rates: - [An intuitive, user-friendly interface](https://www.gaspar.ai/slack-integration) allows employees to interact with the software seamlessly, making it easier for them to navigate and utilize various features. - AI can deliver [personalized experiences](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) based on individual employee preferences and needs, making them more eager to use the apps. It can also recommend relevant features based on individual activity. - Predictive Analytics allow you to anticipate employee needs and provide proactive solutions. - [Chatbots and Virtual Assistants](https://www.gaspar.ai/platform) can offer real-time support and guidance to employees and showcase capabilities. ## Why track HR helpdesk query response time Reduced response times lead to quicker issue resolution, preventing potential disruptions to workflow and minimizing the impact on productivity. Speed is vital for an effective HR function. By measuring this metric, HR leaders can: - Identify the main issues blocking employee productivity. - Uncover knowledge gaps that can then inform learning and training programs. - Implement changes, streamline workflows, and continually optimize their responsiveness. Timely response to HR queries contributes significantly to [employee satisfaction and retention](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement). Quick and efficient resolution of concerns or inquiries demonstrates that the company values its employees and is committed to providing them with the necessary support. \ \ AI can enhance the HR helpdesk and dramatically improve HR query response time and accuracy: - AI Virtual Agents can [automate repetitive tasks and handle routine queries](https://www.gaspar.ai/blog/twelve-employee-helpdesk-workflows-automated-with-ai), so that HR teams focus on more complex issues, speeding up the overall response time. - Round-the-clock support ensures that employees receive assistance whenever they need it, contributing to faster query resolution. - AI-powered ticket triage ensures that complex issues are automatically routed to the right agent to be taken care of promptly. ## Why measure voluntary turnover rate Tracking the voluntary turnover rate is crucial as it provides valuable insight into employee satisfaction, engagement, and overall organizational health. A high turnover rate is an alarming sign indicating: - Dissatisfaction - Issues with employee well-being - Possibly a mismatch between employee expectations and the organizational culture Moreover, voluntary turnover comes with costs related to recruitment, onboarding, and lost productivity. Tracking the turnover rate allows companies to quantify these costs and evaluate the financial impact on the business. \ \ With an AI-powered HR helpdesk, HR teams can have a [positive impact on the voluntary turnover rate](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement). As [it integrates with HR systems](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob), AI has access to information such as time-off, overtime, to-do lists, projects and tasks. What’s more, it has loads of data about employee queries, the time it takes to resolve them and what this means for their productivity. By analyzing these data, AI helpdesks provide HR teams with actionable insights to create a healthier and more supportive work environment, leading to lower turnover. \ \ By incorporating [chatbots](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) offering immediate, 24/7 assistance in a human-like way while speaking the employee language, HR helpdesks handle routine, repetitive tasks lightning-fast. When employees experience quick and effective support, they feel more engaged and connected to the organization, fostering a positive workplace culture and making them less willing to leave the company. \ \ An AI-powered HR system can also analyze employee feedback, sentiment, and other relevant data to pinpoint the root causes of dissatisfaction. It can identify patterns and offer predictive insights, while pulse surveys powered by natural language processing (NLP) deliver sentiment analyses. This enables HR teams to develop targeted retention strategies and interventions to address potential issues before they lead to employee exits. ## Why track overtime hours Monitoring overtime hours allows companies to allocate resources efficiently, manage costs, and assess employee well-being. Tracking overtime ensures legal compliance with labor regulations and promotes fair labor practices. By identifying workload imbalances, bottlenecks that lead to more work, and potential stressors, organizations can optimize resource allocation, coach employees on prioritization, advocate for outsourcing and delegation, and enhance overall operational efficiency. \ \ How can an AI-powered HR helpdesk reduce overtime hours? - [Task automation](https://www.gaspar.ai/blog/twelve-employee-helpdesk-workflows-automated-with-ai): AI-driven automation can streamline processes and automate time-consuming activities, reducing the manual effort required for tasks that contribute to overtime. - Alerts and notifications: AI systems can generate alerts and notifications based on predefined thresholds for overtime. This ensures that managers and HR professionals are promptly informed of potential issues, allowing for timely interventions to manage workload or address employee concerns. - Predictive analytics: AI algorithms in HR helpdesk systems can analyze historical data to predict periods of high workload, enabling companies to proactively manage staffing levels and allocate resources effectively. This promotes better workforce planning. ## Why track time to productivity Measuring Time to Productivity (TTP) is crucial for companies as it provides insights into the efficiency of their onboarding process and the speed at which new hires become fully productive. It also reveals how suitable new hires are for their roles, and manager skills in supporting new employees. \ \ AI solutions can significantly reduce the duration of new hire onboarding and upskilling programs: - Personalized onboarding: AI can analyze individual learning styles, preferences, and skill levels to tailor onboarding plans for new hires. Personalized training and development paths ensure that employees receive the information they need in a format that suits their learning style, expediting their readiness for productive work. - Chatbots for on-demand support: They can provide on-demand support to new hires, answering questions, offering guidance, and addressing concerns throughout the onboarding process. - Performance analytics: AI can monitor and analyze early performance indicators to gauge the effectiveness of the onboarding process. By tracking how quickly new hires start contributing meaningfully to their roles, companies can identify at-risk employees, areas for improvement and refine their onboarding strategies. ## Why measure knowledge base coverage Monitoring knowledge base coverage is vital for maximizing self-service opportunities: - A well-covered knowledge base allows for quicker and more efficient issue resolution. - It can reveal consistency and accuracy in information and whether policies, systems, or services need documentation. - It can uncover new employee pain points and needs. HR helpdesk systems thanks to the power of AI can now offer amazing opportunities to enhance knowledge base coverage and management: - Automated content creation: Generative AI can generate clear and concise articles, FAQs, and documentation, rapidly filling information gaps. - Content tagging and categorization: AI algorithms can automatically tag and categorize content within the knowledge base. This ensures that information is organized logically, making it easier for users to navigate and find relevant content quickly. - [Chatbots for knowledge retrieval](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees): They leverage NLP to understand user input and context and retrieve relevant information, offering real-time assistance and improving user satisfaction. - Content quality assurance: AI can assist in maintaining the quality of knowledge base content by identifying inconsistencies, outdated information, or gaps. - Translation services: AI-powered translation services can help in creating multilingual knowledge bases, making information accessible to a broader audience. ## Why track skill gaps? This metric helps HR identify areas where employees lack the necessary skills or knowledge to perform their roles effectively. Underperforming leads to: - Lost productivity, increased workload and overtime. - Employee stress and dissatisfaction. - Worse project and business outcomes. By understanding these gaps, HR teams can prioritize training and development initiatives to upskill their workforce, improve employee performance, and drive business success. \ \ Measuring this metric is tricky but can make a huge difference to your company’s outcomes, and here’s where AI can play a crucial role. An AI-powered HR helpdesk platform can leverage data analytics and machine learning algorithms to analyze skill requirements, assess current employee competencies, and identify gaps automatically. AI-powered skill gap analysis enables HR leaders to pinpoint specific areas for improvement, personalize learning experiences, and deliver training programs tailored to individual needs and targeted to bridging the gap between existing skills and future requirements. \ \ Additionally, AI can provide real-time insights into emerging skill gaps, allowing companies to adapt quickly to the changing business environment and maintain a competitive edge. Just think about how useful it would have been to identify AI-related skills as an emerging skill before all the AI magic happened! ## From traditional to forward-thinking: AI helpdesks reshape HR metrics in 2024 In 2024, the integration of AI into HR operations marks a paradigm shift in how we measure and optimize essential metrics. While traditional HR metrics like turnover rate and overtime hours remain relevant, AI introduces new dimensions such as query response time and knowledge base efficacy. These shifts compel HR leaders to reassess their metric frameworks, recognizing the critical role AI plays in streamlining processes and enhancing employee experience. \ \ The complexity inherent in HR operations makes AI adoption particularly crucial. Automating tasks requires sophisticated AI capabilities, including contextual understanding, natural language interpretation, and decisive action on behalf of employees. Solutions like Gaspar AI’s HR helpdesk platform leverage deep enterprise understanding, LLMs and advanced machine learning to engage users conversationally across channels, delivering fast and effortless support that delights employees. Why? Because we remove the boring, repetitive tasks that cause frustration, such as spending hours to find the HR vacation policies, and eliminate friction from the small, day to day interactions with HR. \ \ As more companies embrace automation, HR teams will no longer need to do administrative tasks: they can focus on talent development and pivot towards strategic partnerships with other department leaders to evolve team roles and lead company growth. AI empowers HR professionals to do their actual job: foster an environment where employees thrive and drive company success. \ \ Let Gaspar AI streamline the routine, so you can prioritize your people. Shift your focus with our [AI-powered HR helpdesk](https://www.gaspar.ai/) by your side. \ \ [Schedule a demo](https://www.gaspar.ai/demo-request) or [contact us](https://www.gaspar.ai/contact-us) if you’d like to see how. \ \ *_Source: BambooHR survey March-April 2019, 1,112 small- and medium-sized businesses across all industries_
9 must-haves for your AI helpdesk Virtual Agent
Thu Feb 01 2024
9 must-haves for your AI helpdesk Virtual Agent
As businesses grapple with the growing complexities of employee requests, HR difficulties and IT troubleshooting, the need for a robust and efficient support system becomes paramount. Traditional methods, often reliant on human agents, can be time-consuming, resource-intensive, and prone to inconsistencies. AI-powered Virtual Agents, designed not just to alleviate these challenges but to revolutionize the entire support landscape, are now a necessity and not a nice to have. If you are in the [process of examining different options](https://www.gaspar.ai/blog/ultimate-guide-ai-employee-helpdesk), you should consider several features that your new Virtual Agent must have. We created an infographic covering the 9 must-haves so that you have a clear guide on what to look for: 1. The quest for human-like interactions: understand the technology behind your Virtual Agent to ensure natural, effortless conversations. 2. Context is king: personalizing user experiences 3. Multi-channel accessibility: anytime, anywhere support 4. Knowledge at your fingertips: integration with databases, repositories and systems is a must 5. The power of multiple integrations: more automated actions to resolve more issues 6. Continuous learning and improvement: leveraging machine learning 7. Scalability is key: an AI helpdesk platform that grows with your business 8. The security pillars of your AI helpdesk Virtual Agent: fortifying trust 9. Reporting tools and insights: maximizing your Virtual Agent’s efficiency and get business recommendations Click on our infographic to learn more! [9 must-haves for your AI helpdesk Virtual Agent.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/0b0ad0f6e9058a481f95431a28c6f585.pdf)
How to address your employee support pain points with AI
Tue Feb 27 2024
How to address your employee support pain points with Gaspar AI
A year after the massive success and quickest than ever adoption of ChatGPT, followed by the rise of AI in every corner of our lives, one thing hasn’t changed: IT leaders continue to struggle with the same pain points and concerns as they steer digital transformations aimed at bolstering business resilience and enhancing experiences for both customers and employees. From overwhelmed employee support teams to slow response times and complicated processes, these challenges can significantly impact employee satisfaction and overall business operations. In this blog post, we'll delve into the most common pain points and explore how companies can adopt Gaspar AI to address them and unlock valuable benefits. ## Pain point: Overwhelmed employee support helpdesk teams Helpdesk support teams face a constant influx of inquiries and issues, often struggling to keep pace with the volume of requests. It's indicative that ticket volume has increased +35% in the last 2 years. This high workload can lead to delays in response times and challenges in providing timely assistance to employees, impacting overall support efficiency and employee satisfaction. \ \ Gaspar AI alleviates the burden on helpdesk support teams by eliminating L1 support tickets through [autonomous resolution](https://www.gaspar.ai/solutions) and freeing them from massive ticket queues. Our platform offers automated solutions and accurate Generative AI responses to routine employee queries. Gaspar AI uses [proprietary algorithms and high-quality, sector-specific datasets](https://www.gaspar.ai/blog/gaspar-ai-mastery-for-it-automation), along with Retrieval Augmented Generation (RAG) that ensures the generated answers are based on the company’s knowledge base and internal repositories. At the same time, [multiple plugins](https://www.gaspar.ai/integrations) and GenAI triggered automations allow for instant, automated resolution of most frequent issues, such as password resets. Gaspar AI guarantees swift and precise resolution of L1 issues without human intervention, freeing up valuable resources for more complex tasks. \ \ **_Value delivered: Reduced ticket volume and manual work_** \ \ By automatically and accurately answering and resolving routine queries, Gaspar AI deflects a high number of support tickets, relieving the pressure on helpdesk teams and [streamlining support processes](https://www.gaspar.ai/benefits). ## Pain point: Unproductive employees The lack of employee productivity may stem from difficulties in accessing timely support or inefficient communication channels, and greatly hinders business operations. With Gaspar AI, employees benefit from instant, high-quality and precise Generative AI responses to repetitive queries. Our Virtual Agent is powered by fine-tuned LLMs optimized to work with enterprise data, and has advanced NLP and NLU capabilities to identify intent and ensure context-aware dialogues. It also engages in interactive conversations and asks follow-up questions to help employees get the right answer. \ \ **_Value delivered: Increased productivity_** \ \ By empowering employees with timely and accurate support, Gaspar AI minimizes downtime and allows employees to focus on their core tasks, thereby enhancing overall productivity. ## Pain point: Employees struggle to use multiple tools and communicate with the helpdesk Employees struggle to navigate disparate systems, making it difficult to find the files, information or resources they need, or access the support they require. \ \ Gaspar AI streamlines employee support by offering a [unified, easy-to-use solution](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) that eliminates the need for multiple tools. Our friendly, intuitive interface on [Slack](https://www.gaspar.ai/blog/employee-helpdesk-on-slack), [MS Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support) and [Jira SM support portal](https://www.gaspar.ai/xence-ai) empowers employees to just talk with our chatbot and immediately get solutions. Our AI helpdesk platform instantly consolidates information from different sources, staying grounded in each company’s data, and delivers responses in a human-like way. All AI-generated answer summaries adhere to access permissions and users can instantly verify them through citations and links to source content, boosting their trust to our AI platform. Omni-channel support and easy handoff to human agents also enhance communication between the helpdesk team and employees. \ \ **_Value delivered: Increased user adoption_** \ \ With its user-friendly interface, trustworthy responses and omni-channel support, Gaspar AI encourages widespread adoption among employees, leading to smoother communication and collaboration between helpdesk teams and end-users. ## Pain point: Dissatisfaction with employee support performance due to slow response times Resolution time has increased by +57%* in the last two years. Slow response times impede productivity, lead to dissatisfaction with overall support quality and erode trust in IT support services. Gaspar AI improves IT support efficiency by increasing agent productivity through automated processes. By facilitating easy ticket creation, automated sync with the ITSM platform, and smart routing to the right agent, Gaspar AI reduces response times and enhances the perception of IT services. Our AI helpdesk allows employees to look up the status of one or multiple tickets on Slack, MS Teams or the ITSM portal for greater resolution visibility. And in case additional details or responses are needed, it automatically sends notifications to employees and agents. \ \ **_Value delivered: Improved IT helpdesk perception_** \ \ Gaspar AI enhances IT support efficiency, reducing response times and improving employee satisfaction with quicker issue resolution. This boosts the perception of IT services within the company, making the IT and helpdesk team the employees’ best partners. ## Pain point: Investments entail long time-to-value and deployment Investments often require extended deployment periods and time-to-value, posing challenges for companies seeking rapid returns on their technology investments. Lengthy deployment processes can delay the realization of benefits, hindering business agility and innovation. Gaspar AI accelerates value realization with its rapid deployment process that takes no more than 1 hour and seamless integrations. By offering over 30 out-of-the-box integrations and quick knowledge ingestion from various platforms, such as Sharepoint, Google Docs, Coda, Confluence, Helpjuice, Notion, Dropbox, Gaspar AI ensures companies can swiftly leverage its capabilities. \ \ **_Value delivered: Rapid value_** \ \ Gaspar AI's quick deployment and seamless integrations ensure companies can swiftly leverage its capabilities, resulting in accelerated value realization and faster return on investment. ## Pain point: Data security concerns Data security concerns pose represent a critical challenge for organizations, as breaches can jeopardize sensitive data and result in significant financial and reputational damage. Protecting data integrity and confidentiality is paramount in maintaining trust with customers and stakeholders. \ \ Gaspar AI prioritizes data security and privacy by ensuring that customer data are protected. The information collected from our customers is strictly confidential and will never be shared with other customers or utilized to train our generic AI model. The sole purpose of collecting these data is to enhance and personalize each company's model for an improved and tailored experience. Thus, data are first stripped of anything personal or sensitive to the business. Moreover, customer data reside in their own region and don’t get transferred between regions. With data centers located across different continents (US, Canada, EU, or UK), Gaspar AI adheres to stringent privacy regulations. \ \ **_Value delivered: Respects business processes and privacy_** \ \ Gaspar AI safeguards sensitive information and adheres to business processes, thereby instilling confidence and trust in the company’s data handling practices. ## Pain point: Complicated and repetitive processes that add zero value Complex and tedious processes that contribute little to no value can bog down organizational efficiency and drain resources. These inefficiencies often arise from outdated workflows and manual tasks that consume valuable time and effort without yielding meaningful results. \ \ Gaspar AI simplifies and automates complex processes with its [no-code, intelligent workflow automation](https://www.gaspar.ai/platform). Helpdesk teams can create custom workflows to automate repetitive processes such as employee onboarding, account creation and more. Our AI helpdesk also identifies and resolves issues through GenAI-triggered automations, thus offering instant, autonomous resolution and deflecting tickets. \ \ **_Value delivered: Easy and smart automation_** \ \ Gaspar AI simplifies complex workflows and automates repetitive tasks without requiring any manual effort or coding skills. ## Accelerate employee support efficiency and satisfaction with Gaspar AI Gaspar AI emerges as a transformative solution for addressing common pain points in employee support, offering unparalleled value through its advanced Generative AI capabilities. By reducing ticket volume, increasing productivity, improving user adoption, enhancing IT perception, accelerating value realization, ensuring data security, and enabling smart automation, Gaspar AI empowers companies to optimize their support processes and deliver exceptional experiences to employees. [Embrace Gaspar AI today](https://www.gaspar.ai/demo-request) to revolutionize your employee support ecosystem and unlock a new era of efficiency and satisfaction. \ \ *_Source: https://www.metricnet.com/_
jira software ai helpdesk integration
Tue Feb 20 2024
Jira Software helpdesk automation with Gaspar AI
Are you an Atlassian customer? Do you use Jira Software for employee helpdesk issue tracking? Are you looking for an AI-powered solution, but you are not an Atlassian Premium or Enterprise customer? Don’t worry, Gaspar AI has you covered! We created the only AI helpdesk platform that integrates with Jira software and has a Virtual Agent that you can leverage no matter your pricing plan and infrastructure. \ \ Transform your IT support operations and offer magical employee experiences with our Generative AI platform that automates processes and brings smart ITSM solutions that maximize your Jira Software investment. ## Deliver instant answers with our AI chatbot – Jira integration We know that searching through Confluence to find the information you are looking for can be a nightmare. With Gaspar AI, when employees have questions, they simply ask our Generative AI chatbot on Slack and MS Teams and get instant answers to how-to questions, IT troubleshooting, HR policies, and more. Advanced LLM training and dialog management capabilities enable our Virtual Agent to understand human language, intent and context, and engage in natural, interactive conversations. No more complicated searches! All information is sourced from your internal repositories and knowledge base and delivered straight to end users on their favorite chat platform. ## Automatically support your employees and speed up approvals Our Generative AI chatbot automatically resolves 40% of employee issues instantly, without human involvement, on Slack and Microsoft Teams. Requests include password resets, group management, email lists, HR requests such as PTO, folder and calendar access approvals, license provisioning, etc. This dramatically reduces your helpdesk ticket cost and volume and allows your team to focus on strategic initiatives. At the same time, employees can get back to work immediately and be more productive. ## Streamline ticket management workflows Gaspar AI’s platform resolves tickets or routes them to exactly the right person on your helpdesk, intelligently and automatically. Whenever a request is automatically resolved, an issue-ticket is generated on Jira Software to help you keep track – no need to manually create it. For complex requests, our platform facilitates hand-off to the best suited helpdesk agent with notes that are automatically added. Creating the issue ticket is super simple: the employee fills in a form on Slack or MS Teams. Tickets are tracked on Slack, MS Teams and Jira software. ## Enhance your knowledge base You need to know where your knowledge gaps are in order to prioritize what articles to write next. Thanks to our Business Insights, you can uncover the most common employee issues, what’s hurting their productivity, and which content will unblock them. We use large language models to break down ticket data and present which knowledge content is most needed. Thus, you can prioritize creating the relevant articles. ## Bring the power of AI on Cloud and Data Center across all pricing plans With Gaspar AI, it doesn’t matter where you host your Atlassian products: it works on both Cloud and Data Center. What’s best is that it is available for standard, premium and enterprise plans with unlimited usage. ## Gaspar AI handles your data responsibly Gaspar AI is designed to ensure everything confidential is inaccessible when searching, and that all existing permissions are respected. IT Admins have full control over which automations to enable and for which teams. The data you submit is used only to serve your experience. They are not used to train models or shared between customers. ## Get the most out of your Jira Software Ready to bring all our AI benefits to your Jira Software platform without needing a team of machine learning experts? If you wish to streamline your IT support operations and dramatically reduce your employee ticket volume, we can [schedule a meeting](https://www.gaspar.ai/demo-request) or you can directly [get the app on the Atlassian marketplace](https://marketplace.atlassian.com/apps/1230453/gaspar-virtual-agent?tab=overview&hosting=cloud).
AI-powered HR helpdesk's impact on the employee lifecycle
Wed Feb 14 2024
From attraction to separation: HR helpdesk's impact on the employee lifecycle
As modern workplaces continue to evolve at the AI pace, the HR team’s role in ensuring seamless communication, support, and guidance for employees across all stages of their journey becomes even more important. The employee life cycle refers to the different stages that an employee goes through while working at a company. These stages include: 1. Attraction 2. Recruitment & Selection 3. Onboarding 4. Retention & Development 5. Separation In this blog post, we delve into the impactful role of AI-powered HR helpdesks in managing the entire spectrum of the employee lifecycle. From the initial onboarding process that sets the tone for their journey to the crucial offboarding phase that ensures a smooth transition, HR helpdesks serve as the backbone of support and guidance. Join us as we uncover their profound influence on the employee experience, and how they contribute to organizational success every step of the way. ## 1. Attraction - Crafting memorable first impressions The Attraction stage marks the initial phase of the employee lifecycle, where companies aim to captivate and entice potential candidates. It involves strategic efforts to showcase the company's unique culture, values, and opportunities to attract top talent. Through various recruitment marketing channels, such as job postings, employer branding initiatives and networking events, companies strive to create a compelling first impression that resonates with candidates and encourages them to explore further. This stage sets the foundation for the candidate's perception of the company and significantly influences their decision to engage with the organization further. \ \ AI-powered HR platforms play a crucial role in this stage by providing personalized and efficient support to potential candidates. Candidates can engage in real-time conversations with Virtual Agents to learn more about job opportunities, company culture, and application processes. Virtual Agents can also assist with initial screening questions, guiding candidates through the application process, and providing immediate answers to frequently asked questions. For instance, a candidate interested in a job opening can interact with an AI chatbot to learn about the company's mission, vision, and values, or even receive personalized recommendations for relevant job openings based on their skills and preferences. \ \ Additionally, AI helpdesks can analyze candidate interactions to identify patterns and preferences, enabling recruiters to tailor their outreach and engagement strategies effectively. They can also help with candidate sourcing by scouring various online platforms and databases to identify potential candidates who match the desired qualifications and job requirements. This expands the candidate pool beyond traditional methods and helps recruiters discover passive candidates who may not be actively seeking employment. ## 2. Recruitment and selection - Finding the perfect match This stage involves reviewing resumes, conducting interviews, and ultimately selecting the most suitable candidate for the role. This stage is crucial as it determines the quality of talent entering the company and directly impacts its future success. Effective recruitment and selection practices not only ensure that the right skills and qualifications are matched to the job but also contribute to a diverse and inclusive workforce. It sets the stage for the candidate's integration into the company and lays the groundwork for their future development and growth within the organization. \ \ Integrating AI into the Recruitment and Selection stage offers numerous benefits, including increased efficiency, improved candidate experience, enhanced decision-making, and reduced bias. By leveraging AI technologies, companies can optimize their recruitment process and identify the best-fit candidates to drive success and innovation. - **Resume screening**: AI-powered tools can analyze resumes to identify key qualifications and skills relevant to the job opening. This streamlines the initial screening process by automatically filtering out candidates who do not meet the criteria, saving recruiters time and effort. - **Predictive analytics for candidate fit**: AI analytics tools can analyze historical data on successful hires within the organization to identify patterns and characteristics associated with high-performing employees. This information can be used to develop predictive models that assess candidate fit and likelihood of success in the role. - **Assessment and simulation**: AI-based assessment tools can administer psychometric tests, simulations, and situational judgment tests to evaluate candidates' cognitive abilities, personality traits, and job-related skills. These assessments provide objective insights into candidate suitability and potential job performance. ## 3. Onboarding - The foundation of employee experience The Onboarding stage marks the pivotal beginning of an employee's journey within a company, encompassing the process of integrating new hires into the company culture, systems, and workflows. It involves providing essential information, resources, and training to facilitate a smooth transition and set the foundation for success in their new role. Effective onboarding goes beyond administrative tasks to foster a sense of belonging and engagement, helping new employees understand their role, responsibilities, and expectations within the company. By creating a supportive and welcoming environment, companies can accelerate the assimilation of new hires, minimize time-to-productivity, and maximize their contribution from the outset. \ \ AI-powered HR helpdesks can significantly improve the new hire’s onboarding experience by providing personalized support, guidance, and resources to new hires. - **Interactive onboarding chatbots**: Through [AI chatbots](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), new employees can access essential information and assistance 24/7, even before their first day. Leveraging VR technology, AI helpdesk platforms can also provide immersive virtual tours of the company's offices, facilities, and workspaces. New hires can explore different departments, learn about company culture, and interact with virtual mentors or guides to familiarize themselves with their surroundings before their first day. Virtual Agents can answer common questions about company policies, benefits, and procedures, as well as provide guidance on navigating internal systems and platforms. - **Personalized onboarding paths,** based on new hires' backgrounds, skills, and preferences. This could include suggested training modules, introductions to relevant team members, and recommended resources to accelerate their integration into the company. They can also send personalized welcome messages and daily notifications and emails with remaining tasks, so they finish every step on time. - **AI-powered buddy matching**: AI algorithms can match new hires with experienced employees or mentors based on compatibility factors such as personality traits, work styles, and career interests. This ensures that new employees have a supportive mentorship relationship from the start, facilitating their transition and providing valuable guidance and support. At the same time, AI helpdesks can reduce the burden of manual and time-consuming tasks for the IT and HR teams. For example, [Workflow Automation enables the creation of automated onboarding processes](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute) with no need to have any coding skills. Every time new people join the company, account creation, license provisioning, folders access and more run automatically depending on their role and permissions. \ \ By automating routine tasks and providing instant support, AI helpdesks streamline the onboarding process, reduce administrative burden on HR teams, and ensure new employees feel supported and empowered from day one. ## 4. Retention and development - Empowerment through ongoing support In this stage, HR teams focus on maintaining and nurturing their existing talent pool. It involves [strategies and initiatives aimed at fostering employee satisfaction](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement), engagement, and loyalty to reduce turnover rates and retain top talent. It encompasses various activities, such as ongoing training and development opportunities, career advancement pathways, development plans, recognition programs, and a positive work environment. \ \ [According to the 2023 Employee Experience Trends report by Qualtrics](https://success.qualtrics.com/rs/542-FMF-412/images/Employee-), 37% of employees (a 5% increase from 2022) feel that they lack the necessary tools and processes to consistently meet the heightened productivity expectations set by organizations. This deficiency is starting to have a significant negative impact – and that’s where AI helpdesks come into play. - **Effortless issue resolution and easy access to resources**: AI helpdesks serve as knowledge hubs offering instant responses to employee queries regarding things that matter to them: how-to info, IT troubleshooting, HR policies, benefits, and procedures. At the same time, [chatbots integrated in the company’s chat platform](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) can also offer [automated resolution](https://www.gaspar.ai/solutions) to common employee issues, such as [password resets](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds), and instant approvals for access requests, [time-off](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) and much more. By having their issues instantly resolved and their questions answered promptly, employees can get back to work immediately and be more productive. They also feel less stressed and frustrated, increasing their satisfaction and desire to remain in the company. At the same time, AI helpdesks free up HR staff from such repetitive tasks and enable them to focus on making an impact on employees’ work life. - **Addressing potential problems proactively**: AI helpdesks can analyze employee sentiment and engagement data to proactively identify areas for improvement in company culture and employee satisfaction, enabling HR teams to implement targeted interventions and foster a positive work environment. By investing in employee retention efforts with the power of AI, companies can strengthen their teams, enhance productivity, and sustain a competitive edge in the marketplace, minimizing the [Voluntary Turnover Rate](https://www.gaspar.ai/blog/hr-helpdesk-metrics). Additionally, having a solid strategy for employee development and growth can contribute to long-term commitment and organizational success. AI can greatly help both the workforce and HR teams in the development stage: - **Personalized learning plans**: AI helpdesks can offer personalized recommendations for employee development opportunities based on individual skillsets, career aspirations, and performance evaluations, thereby promoting continuous learning within the company and making employees happier. - **Intelligent feedback and assessment**: AI-powered assessment tools can provide real-time feedback on employee performance, identifying strengths, weaknesses, and areas for improvement. This feedback can be used to personalize learning experiences, target skill development efforts, and track progress over time, leading to [improved Skill Gaps metrics](https://www.gaspar.ai/blog/hr-helpdesk-metrics). ## 5. Exit and offboarding - Transitioning with grace This stage marks the culmination of an employee's journey within a company. It involves the process of transitioning departing employees out of the company and ensuring a smooth and positive departure experience. It includes conducting exit interviews to gather feedback, offboarding administrative procedures such as collecting company assets and updating records, and facilitating knowledge transfer to ensure a seamless transition for remaining team members. Effective offboarding is essential for maintaining positive relationships with departing employees, preserving institutional knowledge, and protecting the company's reputation. By handling exits with care and professionalism, companies can leave departing employees with a positive impression and maintain goodwill, even after they've moved on to new opportunities. - **Automated offboarding**: AI-powered helpdesks can automate the offboarding workflow, ensuring that the process happens smoothly and quickly, avoiding unnecessary company exposure. For instance, with Gaspar AI’s [no-code automation](https://www.gaspar.ai/platform), IT teams can create offboarding flows covering the required exit steps and tasks. They can then run these workflows automatically whenever someone leaves the company. This greatly reduces the time it takes to deprovision employees and helps keep your company data secure. - **Offboarding checklists**: AI-powered task management systems can generate personalized offboarding checklists for HR professionals and departing employees. These checklists can include steps for returning equipment, updating access privileges, completing paperwork, and scheduling exit interviews, ensuring that no essential steps are overlooked during the offboarding process. - **Knowledge transfer**: AI helpdesks can capture, organize, and distribute departing employees' knowledge and expertise. Natural language processing (NLP) algorithms can extract relevant information from documents, emails, and chat logs to create comprehensive knowledge repositories that remain accessible to the team, and [increasing the Knowledge Base coverage metric](https://www.gaspar.ai/blog/hr-helpdesk-metrics). - **Feedback analysis**: AI platforms can analyze feedback from exit interviews, surveys, and other sources to identify recurring themes, areas of concern, and opportunities for improvement. This data-driven approach enables companies to make informed decisions and implement targeted interventions to enhance the employee experience. - **Compliance monitoring**: AI systems can monitor compliance with offboarding procedures, data privacy regulations, and employment laws to ensure that departing employees' rights are protected, and legal obligations are met. AI algorithms can flag potential compliance issues, provide guidance on regulatory requirements, and streamline documentation processes to mitigate risks associated with offboarding. ## Reflecting on the holistic impact of AI HR Helpdesks on the employee journey By harnessing the power of AI, companies can foster a culture of continuous improvement, drive employee engagement, and ultimately, achieve greater success. HR helpdesks are becoming a necessity rather than a luxury, and they can be a key differentiator empowering talented employees to choose your company vs your competitor’s and making employees’ life within your company easier. \ \ Don’t let HR processes stress you out – [sign up](https://www.gaspar.ai/free-trial-signup) for Gaspar AI’s HR helpdesk today or [schedule a meeting](https://www.gaspar.ai/demo-request) to see the platform and discuss your needs.
HR helpdesk metrics AI-powered world
Wed Feb 07 2024
The 7 HR metrics that matter in 2024’s AI-powered world
Beyond the balance sheets and technological advancements, the heartbeat of every thriving business is its people. Their passion, dedication, and collective expertise shape the culture, innovation, and resilience that define an organization. Companies don't succeed solely because of products or services; they thrive when people, with their unique talents and collaborative spirit, become the driving force behind every achievement and milestone. As HR leaders look ahead to 2024, they must remain focused on improving the employee experience. To do so, it is crucial to measure HR initiatives’ impact through key metrics. \ \ As AI and automation are becoming essential tools throughout a company’s operations and teams, it’s important to understand their impact on the employees’ everyday work life and prioritize HR metrics that track it. As a leader, you would want AI and automation to [make employees happier](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement) within your company, rather than stressed. \ \ [82% of executives](https://www.bamboohr.com/blog/key-hr-metrics) agree that HR metrics are useful for their organization* — and nearly one-third want to see more frequent reports from HR teams. From measuring employee engagement to assessing HR systems’ effectiveness, these metrics are the vital signs that determine the health and success of a company. Let’s explore what are the metrics that matter the most in today’s automated company environment, and how an AI-powered HR helpdesk can help you improve them. ## Understanding HR metrics HR metrics enable organizations to monitor their human capital and assess the efficacy of their HR initiatives. Measuring this data—including what’s working well and what needs improvement —helps organizations track their HR success, and consequently better understand their employees’ performance and experience. \ \ Below you can see 12 key metrics that measure the effectiveness of your HR operations and enable people-first leaders to make the right discussions and changes: Service and Software metrics, such as: 1. **Cost of HR per employee**: The total amount your organization spends on HR functions divided by the total number of employees. 2. **HR software employee participation rate**: The number of employees who actively use your HR software. Recruitment metrics, which include: 3. **Demographics**: The characteristics of your workforce such as age, gender, education level, and length of service. 4. **Headcount**: The total number of employees in your company. 5. **Time to productivity**: The time it takes for new hires to become acclimated to your organization and start working at full productivity. Engagement and employee retention: 6. **Employee satisfaction**: The number of employees who would recommend your company as a good place to work versus the number of employees who wouldn’t. 7. **Voluntary turnover rate**: Includes only those employees who leave your organization voluntarily. 8. **Retention rate**: The opposite of your turnover rate in that you divide the number of employees who remained in your organization over a given period by the number of total employees. Time tracking metrics such as: 9. **Absence rate**: The average number of days employees are absent, not including approved PTO (also called absenteeism). 10. **Overtime hours**: The number of overtime hours worked by employees in a given time period. \ 11. **Performance management metrics** that you can track through self-assessments, peer reviews, manager assessments, or a combination of all three. 12. **Training and development metrics** that measure training effectiveness and the average amount of time it takes for an employee to complete a given training program. ## Redefining HR metrics in the AI-powered era: 7 essential measures With the great impact that automation has on today’s HR teams, in this article we decided to deep dive into the ones that matter most in our AI-powered world. These include some of the above and new ones: 1. **HR software employee adoption rate**: The number of employees who actively use your company’s HR-related software and systems, divided by the total number of employees. 2. **HR query response time**: The time it takes the HR helpdesk to address and resolve employee inquiries or concerns. 3. **Voluntary turnover rate** which shows the % of employees voluntarily leaving your company as discussed above. 4. **Overtime hours** worked by employees. 5. **Time to productivity**, which as mentioned above, is the time it takes for new hires to start working at full productivity. 6. **Knowledge base coverage**: The proportion of HR-related inquiries or issues that receive sufficient coverage within the knowledge base. 7. **Skill gaps**: Analyze skill gaps within the workforce based on job requirements, performance data, and training outcomes. ## Why track HR metrics? HR metrics are essential for guiding strategic decision-making and optimizing organizational performance. By analyzing key indicators related to recruitment, employee engagement, and retention, HR leaders gain valuable insights into the effectiveness of their initiatives. This data-driven approach enables efficient resource allocation, fosters employee satisfaction and loyalty, and ultimately aligns HR strategies with broader company goals. \ \ In essence, HR metrics serve as a compass for companies, providing the necessary insights to continually improve workforce management and enhance the employee experience. By proactively examining HR data, companies can set goals and make decisions that better align with the evolving needs of today’s workforce. Instead of responding reactively to unexpected shifts, data-driven HR teams anticipate and influence improved employee experiences, and companies become more resilient. ## Why measure HR software employee adoption rate HR software employee adoption rate measures how well employees engage with and integrate HR software into their daily workflow. A low rate can signify that HR systems are complex and not user-friendly, and therefore [employees prefer not to use them](https://www.gaspar.ai/blog/why-employees-do-not-use-the-traditional-service-desk). By tracking this rate, companies can identify opportunities to consolidate redundant systems or upgrade to new ones, use cases that are not being met and training gaps preventing employees from using them. AI can significantly boost HR software adoption rates: - [An intuitive, user-friendly interface](https://www.gaspar.ai/slack-integration) allows employees to interact with the software seamlessly, making it easier for them to navigate and utilize various features. - AI can deliver [personalized experiences](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) based on individual employee preferences and needs, making them more eager to use the apps. It can also recommend relevant features based on individual activity. - Predictive Analytics allow you to anticipate employee needs and provide proactive solutions. - [Chatbots and Virtual Assistants](https://www.gaspar.ai/platform) can offer real-time support and guidance to employees and showcase capabilities. ## Why track HR helpdesk query response time Reduced response times lead to quicker issue resolution, preventing potential disruptions to workflow and minimizing the impact on productivity. Speed is vital for an effective HR function. By measuring this metric, HR leaders can: - Identify the main issues blocking employee productivity. - Uncover knowledge gaps that can then inform learning and training programs. - Implement changes, streamline workflows, and continually optimize their responsiveness. Timely response to HR queries contributes significantly to [employee satisfaction and retention](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement). Quick and efficient resolution of concerns or inquiries demonstrates that the company values its employees and is committed to providing them with the necessary support. \ \ AI can enhance the HR helpdesk and dramatically improve HR query response time and accuracy: - AI Virtual Agents can [automate repetitive tasks and handle routine queries](https://www.gaspar.ai/blog/twelve-employee-helpdesk-workflows-automated-with-ai), so that HR teams focus on more complex issues, speeding up the overall response time. - Round-the-clock support ensures that employees receive assistance whenever they need it, contributing to faster query resolution. - AI-powered ticket triage ensures that complex issues are automatically routed to the right agent to be taken care of promptly. ## Why measure voluntary turnover rate Tracking the voluntary turnover rate is crucial as it provides valuable insight into employee satisfaction, engagement, and overall organizational health. A high turnover rate is an alarming sign indicating: - Dissatisfaction - Issues with employee well-being - Possibly a mismatch between employee expectations and the organizational culture Moreover, voluntary turnover comes with costs related to recruitment, onboarding, and lost productivity. Tracking the turnover rate allows companies to quantify these costs and evaluate the financial impact on the business. \ \ With an AI-powered HR helpdesk, HR teams can have a [positive impact on the voluntary turnover rate](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement). As [it integrates with HR systems](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob), AI has access to information such as time-off, overtime, to-do lists, projects and tasks. What’s more, it has loads of data about employee queries, the time it takes to resolve them and what this means for their productivity. By analyzing these data, AI helpdesks provide HR teams with actionable insights to create a healthier and more supportive work environment, leading to lower turnover. \ \ By incorporating [chatbots](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) offering immediate, 24/7 assistance in a human-like way while speaking the employee language, HR helpdesks handle routine, repetitive tasks lightning-fast. When employees experience quick and effective support, they feel more engaged and connected to the organization, fostering a positive workplace culture and making them less willing to leave the company. \ \ An AI-powered HR system can also analyze employee feedback, sentiment, and other relevant data to pinpoint the root causes of dissatisfaction. It can identify patterns and offer predictive insights, while pulse surveys powered by natural language processing (NLP) deliver sentiment analyses. This enables HR teams to develop targeted retention strategies and interventions to address potential issues before they lead to employee exits. ## Why track overtime hours Monitoring overtime hours allows companies to allocate resources efficiently, manage costs, and assess employee well-being. Tracking overtime ensures legal compliance with labor regulations and promotes fair labor practices. By identifying workload imbalances, bottlenecks that lead to more work, and potential stressors, organizations can optimize resource allocation, coach employees on prioritization, advocate for outsourcing and delegation, and enhance overall operational efficiency. \ \ How can an AI-powered HR helpdesk reduce overtime hours? - [Task automation](https://www.gaspar.ai/blog/twelve-employee-helpdesk-workflows-automated-with-ai): AI-driven automation can streamline processes and automate time-consuming activities, reducing the manual effort required for tasks that contribute to overtime. - Alerts and notifications: AI systems can generate alerts and notifications based on predefined thresholds for overtime. This ensures that managers and HR professionals are promptly informed of potential issues, allowing for timely interventions to manage workload or address employee concerns. - Predictive analytics: AI algorithms in HR helpdesk systems can analyze historical data to predict periods of high workload, enabling companies to proactively manage staffing levels and allocate resources effectively. This promotes better workforce planning. ## Why track time to productivity Measuring Time to Productivity (TTP) is crucial for companies as it provides insights into the efficiency of their onboarding process and the speed at which new hires become fully productive. It also reveals how suitable new hires are for their roles, and manager skills in supporting new employees. \ \ AI solutions can significantly reduce the duration of new hire onboarding and upskilling programs: - Personalized onboarding: AI can analyze individual learning styles, preferences, and skill levels to tailor onboarding plans for new hires. Personalized training and development paths ensure that employees receive the information they need in a format that suits their learning style, expediting their readiness for productive work. - Chatbots for on-demand support: They can provide on-demand support to new hires, answering questions, offering guidance, and addressing concerns throughout the onboarding process. - Performance analytics: AI can monitor and analyze early performance indicators to gauge the effectiveness of the onboarding process. By tracking how quickly new hires start contributing meaningfully to their roles, companies can identify at-risk employees, areas for improvement and refine their onboarding strategies. ## Why measure knowledge base coverage Monitoring knowledge base coverage is vital for maximizing self-service opportunities: - A well-covered knowledge base allows for quicker and more efficient issue resolution. - It can reveal consistency and accuracy in information and whether policies, systems, or services need documentation. - It can uncover new employee pain points and needs. HR helpdesk systems thanks to the power of AI can now offer amazing opportunities to enhance knowledge base coverage and management: - Automated content creation: Generative AI can generate clear and concise articles, FAQs, and documentation, rapidly filling information gaps. - Content tagging and categorization: AI algorithms can automatically tag and categorize content within the knowledge base. This ensures that information is organized logically, making it easier for users to navigate and find relevant content quickly. - [Chatbots for knowledge retrieval](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees): They leverage NLP to understand user input and context and retrieve relevant information, offering real-time assistance and improving user satisfaction. - Content quality assurance: AI can assist in maintaining the quality of knowledge base content by identifying inconsistencies, outdated information, or gaps. - Translation services: AI-powered translation services can help in creating multilingual knowledge bases, making information accessible to a broader audience. ## Why track skill gaps? This metric helps HR identify areas where employees lack the necessary skills or knowledge to perform their roles effectively. Underperforming leads to: - Lost productivity, increased workload and overtime. - Employee stress and dissatisfaction. - Worse project and business outcomes. By understanding these gaps, HR teams can prioritize training and development initiatives to upskill their workforce, improve employee performance, and drive business success. \ \ Measuring this metric is tricky but can make a huge difference to your company’s outcomes, and here’s where AI can play a crucial role. An AI-powered HR helpdesk platform can leverage data analytics and machine learning algorithms to analyze skill requirements, assess current employee competencies, and identify gaps automatically. AI-powered skill gap analysis enables HR leaders to pinpoint specific areas for improvement, personalize learning experiences, and deliver training programs tailored to individual needs and targeted to bridging the gap between existing skills and future requirements. \ \ Additionally, AI can provide real-time insights into emerging skill gaps, allowing companies to adapt quickly to the changing business environment and maintain a competitive edge. Just think about how useful it would have been to identify AI-related skills as an emerging skill before all the AI magic happened! ## From traditional to forward-thinking: AI helpdesks reshape HR metrics in 2024 In 2024, the integration of AI into HR operations marks a paradigm shift in how we measure and optimize essential metrics. While traditional HR metrics like turnover rate and overtime hours remain relevant, AI introduces new dimensions such as query response time and knowledge base efficacy. These shifts compel HR leaders to reassess their metric frameworks, recognizing the critical role AI plays in streamlining processes and enhancing employee experience. \ \ The complexity inherent in HR operations makes AI adoption particularly crucial. Automating tasks requires sophisticated AI capabilities, including contextual understanding, natural language interpretation, and decisive action on behalf of employees. Solutions like Gaspar AI’s HR helpdesk platform leverage deep enterprise understanding, LLMs and advanced machine learning to engage users conversationally across channels, delivering fast and effortless support that delights employees. Why? Because we remove the boring, repetitive tasks that cause frustration, such as spending hours to find the HR vacation policies, and eliminate friction from the small, day to day interactions with HR. \ \ As more companies embrace automation, HR teams will no longer need to do administrative tasks: they can focus on talent development and pivot towards strategic partnerships with other department leaders to evolve team roles and lead company growth. AI empowers HR professionals to do their actual job: foster an environment where employees thrive and drive company success. \ \ Let Gaspar AI streamline the routine, so you can prioritize your people. Shift your focus with our [AI-powered HR helpdesk](https://www.gaspar.ai/) by your side. \ \ [Schedule a demo](https://www.gaspar.ai/demo-request) or [contact us](https://www.gaspar.ai/contact-us) if you’d like to see how. \ \ *_Source: BambooHR survey March-April 2019, 1,112 small- and medium-sized businesses across all industries_
9 must-haves for your AI helpdesk Virtual Agent
Thu Feb 01 2024
9 must-haves for your AI helpdesk Virtual Agent
As businesses grapple with the growing complexities of employee requests, HR difficulties and IT troubleshooting, the need for a robust and efficient support system becomes paramount. Traditional methods, often reliant on human agents, can be time-consuming, resource-intensive, and prone to inconsistencies. AI-powered Virtual Agents, designed not just to alleviate these challenges but to revolutionize the entire support landscape, are now a necessity and not a nice to have. If you are in the [process of examining different options](https://www.gaspar.ai/blog/ultimate-guide-ai-employee-helpdesk), you should consider several features that your new Virtual Agent must have. We created an infographic covering the 9 must-haves so that you have a clear guide on what to look for: 1. The quest for human-like interactions: understand the technology behind your Virtual Agent to ensure natural, effortless conversations. 2. Context is king: personalizing user experiences 3. Multi-channel accessibility: anytime, anywhere support 4. Knowledge at your fingertips: integration with databases, repositories and systems is a must 5. The power of multiple integrations: more automated actions to resolve more issues 6. Continuous learning and improvement: leveraging machine learning 7. Scalability is key: an AI helpdesk platform that grows with your business 8. The security pillars of your AI helpdesk Virtual Agent: fortifying trust 9. Reporting tools and insights: maximizing your Virtual Agent’s efficiency and get business recommendations Click on our infographic to learn more! [9 must-haves for your AI helpdesk Virtual Agent.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/0b0ad0f6e9058a481f95431a28c6f585.pdf)
Gaspar AI helpdesk year in review
Tue Jan 16 2024
2023 in retrospect: Gaspar AI’s year in review
Wow... what a year 2023 was! As we stand at the beginning of 2024 ready to tackle new challenges, it's a perfect moment for a retrospective, a reflection on what we achieved last year. To move forward and become better at what we do, we need to acknowledge and appreciate all that we have pulled off. From rebranding to integrating the latest tech into our AI helpdesk platform to accelerating customer growth, we have so much to be proud of at Gaspar AI. Today, I will highlight key achievements, product launches and milestones that made the last 12 months unforgettable. \ \ 2023 was quite the year for Gaspar AI: - **We [rebranded](https://www.gaspar.ai/blog/we-are-rebranding)** to better reflect our core business and cutting-edge AI power. - **We unveiled our new [ChatGPT-powered platform](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees)** and shipped numerous product updates, enhancements and integrations. - **We launched the first [Confluence chatbot](https://www.gaspar.ai/xence-ai)** available on the Jira Service Management support portal - **We partnered with [Adaptavist](https://www.gaspar.ai/blog/adaptavist-and-gaspar-ai-partner)**, a leading technology and innovative solutions provider, and a Platinum Atlassian Solutions Partner. - **We launched our [HR helpdesk](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob)**. The groundwork laid in 2023 has paved the way for larger endeavors as we continue our mission to offer effortless employee support experiences and allow helpdesk teams to focus on the things that matter. So, let’s embark on an exciting journey through the notable chapters of Gaspar AI's evolution in the year gone by. Whether you're a customer, partner, or just an AI enthusiast, I think you'll enjoy the ride. ## A glimpse into Gaspar AI’s 2023 2023 is the year that AI became mainstream, following the viral launch of ChatGPT. Generative AI, LLMs, AI regulation became part of our everyday lives and talks. Our work and personal lives will never be the same anymore. Amidst the fervor, Gaspar AI maintained a steadfast focus on delivering tangible business impact. With our commitment toward facilitating instant, easy, user-friendly employee support experiences, we are positioned to steer our clients confidently into a new era of AI-powered business in 2024 and beyond. \ \ Outlined below are several key announcements that underscored our noteworthy trajectory throughout 2023: ### A major rebrand A lot changed in 2023 in the software industry thanks to the amazing AI advancements. We have been working with AI since the very first start of our company – in fact, AI has been the heart of what we do, what inspired us to found our company and build our product, way before AI prevailed. So, we felt it was time we let the world know and decided to [refresh our name and look](https://www.gaspar.ai/blog/we-are-rebranding), to better reflect what we really care about as a business: helping your helpdesk team shine thanks to cutting-edge AI. \ \ This name change was part of our strategy targeted to emphasize the strength of our capabilities and our vision, and to help us create a strong presence as an AI-powered service desk platform globally. ### Pinnacle moments: the new launches and features of our AI helpdesk In 2023, we substantially bolstered the capabilities of our platform through the introduction of a series of product launches, enhancements, new features and integrations: - **A ChatGPT-integrated chatbot for Generative AI-powered support**: In May, we revealed our [ChatGPT-integrated chatbot](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), becoming one of the very first helpdesk platforms offering this integration. Gaspar AI [answers employee questions directly on Slack, Teams and Jira SM in natural language](https://www.gaspar.ai/platform), generating information from your internal repositories and knowledge base. End users love this, as it dramatically improves their support experience, and IT/helpdesk teams no longer have to solve the same issues repeatedly. - **HR helpdesk for employee support automation**: In June, we launched our HR helpdesk chatbot and [integrated with HiBob](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob) to further improve company-wide efficiencies. New hire onboarding, time-off requests and approvals, and employee offboarding are now happening in seconds. No more silos between IT and HR or duplicate manual work, just streamlined communication! - **No more quirky chatbot responses**: In September we introduced our upgraded chatbot with [advanced dialog management skills](https://www.gaspar.ai/blog/advanced-dialog-management-skills) for human-like, accurate conversations. - **Your personal HR assistant**: Another September intro, our [Personalized HR Info](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) feature, enables quick and easy access to information tailored specifically to every employee. - **Xence, your Confluence chatbot guru**: In October we launched [Xence](https://www.gaspar.ai/blog/xence-confluence-chatbot), the first and exclusive Jira SM support chatbot. It instantly solves 50% of employee queries directly on the Jira SM support portal, using Confluence-based knowledge and ChatGPT-powered AI. Human-like, accurate solutions, with no humans involved! - **Multiple new, out-of-the-box [integrations](https://www.gaspar.ai/integrations) for more automation**: [Coda](https://www.gaspar.ai/blog/coda-integration), [Helpjuice](https://www.gaspar.ai/blog/helpjuice-integration), Duo, Cisco Meraki, looop, Tableau, Jumpcloud are just a few of the applications that we integrated with, to build value directly to any company’s existing investments while creating a more seamless experience for employees. ### Spotlight partnerships, recognition and events One of, if not the most, exciting achievements for Gaspar AI in 2023 was the partnership with Adaptavist, [announced in October](https://www.gaspar.ai/blog/adaptavist-and-gaspar-ai-partner). [Adaptavist](https://www.adaptavist.com/) is a leading technology and innovative solutions provider, and a Platinum [Atlassian](https://www.linkedin.com/company/atlassian/) Solutions Partner. Together, we will transform employee helpdesk support and lead the AI transformation for companies. We were beyond excited to be picked as their unique chatbot solution for Atlassian customers. We are thrilled to be working together towards an AI-powered business transformation! \ \ In October we also successfully launched Xence on [Product Hunt](https://www.producthunt.com/posts/xence), and won the 6th place among all apps launched on that day. It was a wild ride, but we were beyond happy to make it in the Top 10! \ \ We expanded our global cloud footprint by launching new data centers in the EU and UK on top of North America, increasing our availability to support international customers and allowing us to meet regional compliance needs. \ \ As we close our 2023 recap, we should not forget our successful participation in the most important industry events, such as [SITS](https://www.servicedeskshow.com/) and [Pink Elephant](https://www.pinkelephant.com/en-us/Pink24/Home). They enabled us to showcase our platform and gain new customers who leverage our Generative AI to transform support operations and employee experience. ## Anticipating 2024 for more Gaspar AI helpdesk innovation As we stride into 2024, Gaspar AI emerges as a beacon of innovation and achievement. The strategic rebranding accentuated our deep-rooted connection with AI, setting the stage for global recognition. Strategic partnerships, notably with Adaptavist, define our commitment to excellence. Recognition on Product Hunt and successful participation in industry events like SITS and Pink Elephant showcase our growing influence. Game-changing launches, such as our ChatGPT-integrated chatbot and the revolutionary HR helpdesk, along with Xence, our Confluence chatbot guru, took the spotlight. \ \ As we express gratitude to our customers, partners, and AI enthusiasts, the anticipation for 2024 is palpable. With your unwavering support, Gaspar AI is poised to continue shaping the future of AI-powered business. Get ready for another year of groundbreaking advancements and unparalleled success! On behalf of all of us at Gaspar AI, all the best in 2024!
How to convince your CFO to invest in an AI helpdesk for IT
Wed Jan 10 2024
How to convince your CFO to invest in an AI helpdesk for IT
The integration of Artificial Intelligence in business is not just a choice anymore but a strategic imperative. As you gear up to present your case for investing in an AI helpdesk to optimize employee IT support to the C-Suite executives, the hardest to convince will probably be the CFO – given their conservative nature and preference for well-grounded decisions. \ \ CFOs, known for their careful planning and focus on concrete returns, are naturally wary of uncertainties associated with all emerging technologies. This skepticism stems from their core responsibilities, which revolve around risk management, investment decisions, financial reporting, budgeting, and tax planning. \ \ Essentially, a CFO's role is centered on mitigating and managing risks, ensuring the company adheres to its financial and strategic objectives as communicated to investors. With a set budget, they aim for efficiency and a solid return on shareholders' investment. Introducing a substantial expense like AI could prompt concerns about fund allocation and the potential impact on the bottom line. \ \ Convincing your CFO to invest in an AI helpdesk for employees requires a strategic and well-articulated approach. So, if you are wondering how to approach this discussion, we ‘ve got you covered. Here are some tips to address the key concerns that matter to them and help you make a compelling case. ## Align the AI helpdesk with business objectives Understand your company’s financial and strategic objectives and clearly showcase how the AI helpdesk aligns seamlessly with them. Reduced employee turnover, increased productivity, operational cost reduction and improved security are among your company’s objectives, and these are all areas that an AI helpdesk can have significant impact on. Highlight exactly how it will affect these areas, while contributing to long-term cost savings. Clearly articulate how it fits into the overall digital and AI transformation strategy and contributes to the company's future success. ## Focus on business outcomes Most CFOs rely on data-driven insights. While cost considerations are crucial, tangible business outcomes are also important. A common belief between a CIO or Head of IT support and a CFO is that the opportunities they explore must be credible solutions addressing real business challenges. Illustrating an AI investment’s impactful outcome can help you make a compelling case. \ \ Consider this example that can be taken out of your potential vendor’s case studies and used during your CFO pitch. Through the implementation of the AI employee helpdesk, we've streamlined the resolution process for over 50,000 internal inquiries that were previously managed through traditional channels. This not only significantly improved the employee experience but also resulted in annual cost savings of $1 million, providing substantial resources for strategic reinvestment in our workforce. This kind of demonstrable success resonates strongly with CFOs, offering a compelling narrative of your AI initiatives’ benefits. ## Present an AI helpdesk cost-benefit analysis Prepare a comprehensive cost-benefit analysis that outlines the potential return on investment (ROI). Showcase the efficiency gains, reduction in support and opportunity costs, and the positive impact on employee satisfaction and retention. Focus on productivity gains and emphasize how an AI helpdesk can automate routine tasks, allowing human resources to focus on more complex and strategic activities. Most AI vendors offer ROI tools to accurately calculate your investment’s payback. You can check out ours [here](https://www.gaspar.ai/)! ## Demonstrate how the AI helpdesk solves cross-company problems A CFO looks for solutions capable of breaking down departmental silos and addressing [enterprise-wide challenges](https://www.gaspar.ai/benefits). Presenting an AI initiative geared solely towards one business unit won't hold attention for more than five minutes. To ensure a more engaging discussion, highlight how the AI helpdesk has a cross-company impact, benefits the employees of all departments, seamlessly integrates with existing software and aims to enhance overall business outcomes. \ \ For instance, explain how the AI helpdesk will free up time for Finance department employees by allowing them to instantly solve their issues, without losing time waiting for their problems to be resolved. This will enable them to focus on their core work that has nothing to do with waiting for their account password to be reset! Such discussions about holistic solutions that positively impact multiple facets of the company truly capture a CFO’s interest. ## Emphasize the importance of implementing AI sooner than later Efficiency gains are crucial, especially in inflationary times. Whether your company is rapidly growing or aiming to streamline operations, highlight the immediate and long-term gains from deploying AI now. Demonstrate how it prevents the multiplication of manual work, avoiding the need for costly human talent and reducing errors that could cost your company a lot. \ \ In the AI landscape, postponing implementation is akin to impeding progress. AI's efficiency grows exponentially with automation, contributing to better workflows. Emphasize the competitive disadvantage of delaying AI adoption—every day counts. Your competitors are accelerating operational efficiencies, and the cost of inaction becomes steeper. ## Talk about scalability and risk mitigation Discuss the scalability of your AI helpdesk solution. Explain how it can grow with the company's expanding needs, ensuring that the investment remains relevant and valuable in the long term. Address any potential risks or concerns proactively. Show that you've considered potential challenges and have plans in place to mitigate these risks, providing a sense of confidence in the investment. \ \ You could also propose a pilot program to test the effectiveness of the AI helpdesk on a smaller scale. This allows the CFO to see tangible results before committing to full-scale implementation. ## Outline your path to business value creation When it comes to CFOs, they’re not particularly intrigued by incremental gains in team efficiency resulting from upgrading legacy IT tools. What truly captures their attention are concrete business outcomes, robust ROI, and swift time-to-value. \ \ How is the proposed AI helpdesk enhancing productivity? What returns can be strategically reallocated? Can you reliably anticipate these benefits over an extended horizon, say, at least five years ahead? Now, that's a conversation that resonates with your CFO. Therefore, focus the discussion on success outcomes. Ultimately, that's the key to securing funding for your project and, more importantly, creating substantial value for the business. ## Crafting a persuasive narrative for your AI helpdesk investment Translate these insights into a compelling narrative that not only justifies the technology but paints a picture of AI's transformative impact on company-wide daily operations, employee satisfaction, and overall efficiency. Investing in an AI helpdesk isn't just an upgrade; it's a strategic leap. By following our tips, you're not just presenting a tool; you're unveiling a visionary path for the future of IT support within your company.
How to steer clear of AI helpdesk implementation pitfalls
Tue Jan 02 2024
How to steer clear of AI helpdesk implementation pitfalls
AI helpdesks have gained lots of ground in employee support operations, and in 2024 they are probably going to be present in most modern workplaces. However, the road to a seamless implementation is not without its twists and turns. In this blog post, we'll take a closer look at the potential pitfalls that can sabotage your AI helpdesk journey and how to navigate around them successfully. Let's buckle up and explore the potential bumps on the implementation road! ## Identifying common challenges to AI helpdesk implementation Before even addressing the most common pitfalls, we need to pinpoint the most usual challenges when it comes to an AI helpdesk deployment. - **Lack of clear objectives**: One of the most significant roadblocks on the path to successful AI helpdesk implementation is a lack of clear objectives. Without a well-defined purpose, the entire project risks losing direction. Tip: Start by aligning AI helpdesk goals with organizational needs. Set measurable objectives and regularly evaluate progress to ensure your implementation stays on course. Also, don’t forget to check out [our ultimate guide](https://www.gaspar.ai/blog/ultimate-guide-ai-employee-helpdesk) to choosing the ideal for your workplace AI helpdesk! - **Resistance from employees**: Introducing AI into the workplace can be met with skepticism and resistance. In a [previous blog post](https://www.gaspar.ai/blog/overcome-resistance-to-ai-helpdesk), we covered the reasons why employees might resist change and object to an AI helpdesk, for fear of losing their job or not having adequate support among others. Tip: To address this challenge, we propose [six proven strategies](https://www.gaspar.ai/blog/overcome-resistance-to-ai-helpdesk) that will overcome this resistance. Foster a culture of inclusion by involving employees in the decision-making process. Clearly communicate the benefits and address concerns to build confidence and acceptance. - **Integration challenges**: Integrating AI helpdesks with existing systems can be a daunting task. Compatibility issues and disruptions to workflow are common stumbling blocks. Tip: Conduct a thorough assessment of your current IT infrastructure. [Plan for a phased implementation](https://www.gaspar.ai/blog/overcome-resistance-to-ai-helpdesk), allowing for gradual adjustments and minimizing disruptions. ## Common pitfalls and how to dodge them Now that you have addressed the most usual challenges to an employee AI helpdesk deployment, let’s dive into common pitfalls that companies fall into in their AI journey. ### Overlooking the importance of employee training One of the primary pitfalls in AI helpdesk implementation is neglecting the crucial element of employee training. The most advanced AI system is only as effective as the users who interact with it. Without proper training, employees may struggle to embrace the new technology, leading to underutilization, frustration, and decreased overall efficiency. \ \ To address this, invest in comprehensive training programs that empower employees to understand and leverage the AI helpdesk effectively. Regular workshops, tutorials, and accessible support channels can bridge the knowledge gap, ensuring a smooth transition and optimizing the benefits of the AI system. ### Neglecting to address privacy concerns Overlooking privacy in the context of AI helpdesks can have severe consequences. It may result in data breaches, erosion of trust, and even legal repercussions. [Data breaches are rising](https://www.cobalt.io/blog/cybersecurity-statistics-2024). While 45% of breaches were credited to malicious activities, 22% were due to casual errors. That’s a lot of sensitive information falling into the wrong hands! \ \ Prioritize robust privacy measures from the outset and choose an AI helpdesk vendor that complies with industry standards for data protection e.g. ISO 2700 Series, SOC, etc. Implement encryption protocols, secure data storage, and stringent access controls. Clearly communicate your commitment to privacy to both employees and end-users, fostering a culture of trust and transparency. ### Rushing the implementation process without thorough planning In the eagerness to embrace AI solutions, companies often fall into the trap of rushing the implementation process without adequate planning. This haste can lead to multiple issues, including integration problems, unforeseen challenges, and a less-than-optimal user experience. \ \ Take the time to conduct a [thorough assessment of your organization's needs](https://www.gaspar.ai/blog/are-you-ready-for-conversational-ai-in-it-support), existing infrastructure, and potential challenges. [Develop a detailed implementation plan](https://www.gaspar.ai/blog/ultimate-guide-ai-employee-helpdesk), including a phased approach that allows for testing, adjustments, and user feedback. You can also use the free trials offered by most AI helpdesk vendors nowadays. Patience and meticulous planning are key to a successful AI helpdesk rollout. ### Ignoring feedback from end-users End-users are the ones who will interact with the AI helpdesk every day, so the more they use it, the better your ROI and IT support efficiency. Ignoring their feedback is a missed opportunity to refine the system, address pain points, and enhance user satisfaction. Neglecting this valuable input can result in a system that fails to meet the evolving needs of its users. \ \ Create channels for ongoing feedback from end-users, ask about their needs and pain points before choosing your platform. This way you will ensure that your chosen helpdesk will meet their demands. Even after the helpdesk’s implementation, regularly solicit input through surveys, focus groups, or direct communication. Act on the feedback received, implementing improvements and updates to align the AI helpdesk with user expectations and requirements. ### Failing to regularly update and optimize the AI helpdesk system Outdated systems can become vulnerable to security threats, and they may not deliver the efficiency and effectiveness expected from modern AI solutions. AI is advancing so quickly, that even today’s most advanced system can feel ineffective tomorrow. \ \ Establish a schedule for regular updates and optimizations. Stay informed about the latest advancements in AI technology and implement relevant improvements to your system. Choose an AI helpdesk that can be scaled and easily updated to include new features. Proactively addressing issues and embracing innovations ensures that your AI helpdesk remains a valuable asset to your company over the long term. ## Mastering AI helpdesk implementation with confidence In conclusion, navigating the implementation of AI helpdesks requires a strategic, thoughtful approach. Keep these insights in mind to avoid the common pitfalls that can derail your implementation efforts. By addressing them head-on, you can maximize the benefits of AI technology while minimizing the risks associated with its implementation. So, stay vigilant, and navigate the AI helpdesk landscape with confidence!
New Year, New Resolutions - How AI employee helpdesks are evolving in 2024 (part 2)
Thu Dec 28 2023
New Year, New Resolutions - How AI employee helpdesks are evolving in 2024 (part 2)
In our [previous blog post](https://www.gaspar.ai/blog/ai-employee-helpdesk-evolution), we covered 3 of the AI trends that we believe will have a significant impact on the AI employee helpdesk in 2024. In this article, we continue exploring 3 more trends that we think will further shape how employee support is being offered. Let’s jump in! ## The rise of Personalized AI in employee IT support What does personalization entail, precisely? \ \ It involves tailoring products, services, or experiences to meet the unique needs and preferences of individuals. There are three compelling reasons that make us believe there will be a global shift towards more personalization in 2024: - It elevates user engagement by customizing content and experiences based on individual preferences, thereby increasing relevance and resonance. - It improves the user experience by offering targeted recommendations derived from user data, ensuring pertinent and valuable suggestions. - It nurtures stronger connections by making users feel understood and valued, fostering heightened satisfaction and long-term commitment. In the context of an AI employee helpdesk, personalization has several benefits, and that’s why we will see more and more AI platforms getting an upgrade to offer highly personalized employee IT support. - **Tailored assistance with customized responses**: The AI can generate responses that are personalized to the user's language, communication style, and level of expertise, ensuring more effective communication. For example, advanced AI helpdesks can understand what’s the employee’s preferred method of communication (e.g. Slack, ITSM portal, etc) and directly offer assistance there. - **Enhanced efficiency with streamlined issue resolution**: By analyzing historical data and individual preferences, the AI can expedite issue resolution by anticipating problems and providing relevant solutions more efficiently. For instance, when an employee is making several attempts to log in to their account, the next time this happens the AI platform can understand that they are about to get locked out and proactively remind them the log in details. - **Improved user experience with context-aware interactions**: Personalized AI can maintain context across interactions, allowing for more seamless and coherent conversations. Users won't have to repeatedly provide the same information, enhancing the overall experience. ## Prioritizing TRiSM in AI employee helpdesks Generative AI has sparked extensive interest in the employee support sector, but companies often don’t consider the risks until AI models or applications are already in use. A comprehensive [AI Trust, Risk, Security Management](https://www.gartner.com/en/articles/gartner-top-10-strategic-technology-trends-for-2024) (TRiSM) program helps companies integrate much-needed governance upfront, and proactively ensure AI systems are compliant, fair, reliable and protect data privacy. \ \ Establishing a foundation of trust begins with transparent communication about how AI models operate, ensuring that employees comprehend the technology's role in the IT helpdesk ecosystem. Companies should prioritize educating users on data privacy, the ethical use of AI, and the steps taken to maintain a secure environment. By fostering transparency, organizations build trust among users, alleviating concerns and creating a collaborative atmosphere conducive to successful AI integration. \ \ Simultaneously, robust security measures are paramount for mitigating risks in AI employee helpdesks. Companies must implement encryption protocols, access controls, and regular security audits to safeguard sensitive data processed by AI models. Proactive risk assessments and continuous monitoring are essential components of this strategy, enabling organizations to identify and address potential vulnerabilities promptly. Choosing vendors that have specialized risk management processes integrated into AI model operations instead of building custom solutions will become more crucial in 2024. \ \ Additionally, developing a responsive incident response plan ensures that any security breaches are addressed swiftly and effectively, reinforcing both trust and the overall resilience of the AI employee helpdesk infrastructure. Once more, vendors that have added specialized controls and practices for testing, validating and improving the robustness of AI workflows will have an advantage. \ \ Ultimately, an integrative approach that aligns trust-building initiatives with rigorous security measures is crucial for companies seeking to navigate the evolving landscape of AI risk management in IT support. ## Leveraging AI Predictive Analytics for helpdesk success AI predictive analytics is a transformative approach that leverages artificial intelligence to analyze historical data, patterns, and user behaviors, enabling AI employee helpdesks to anticipate and address potential issues before they escalate. This innovative technology offers several benefits, fundamentally altering the landscape of IT support. - **Proactive issue resolution**: AI predictive analytics identifies patterns indicative of potential IT issues, allowing for proactive resolution before the issues become critical and users are affected. This proactive approach minimizes downtime and enhances user satisfaction. - **Optimized workflows**: By analyzing past data and user interactions, AI predictive analytics helps IT helpdesks optimize workflows. This ensures that resources are allocated efficiently, streamlining operations and reducing response times. - **Enhanced user experience**: Anticipating and addressing potential IT issues before they impact users leads to a smoother and more reliable IT support user experience. This, in turn, boosts user satisfaction and confidence in employee support services. - **Improved decision-making**: The insights derived from predictive analytics empower employee helpdesk managers to make informed decisions. This includes resource allocation, process optimization, and strategic planning based on a deeper understanding of historical data. - **Cost savings**: By minimizing downtime, avoiding major disruptions, and optimizing resource allocation, AI predictive analytics contributes to overall operational efficiency. The integration of AI predictive analytics into IT helpdesk operations revolutionizes employee support services by ushering in proactive, efficient, and data-driven approaches. We believe that in 2024 we will see more of Predictive Analytics integrated in the AI employee helpdesk. ## The 2024 AI employee helpdesk is personal, proactive and secure Looking ahead to 2024, these trends collectively signal a transformative journey for AI employee helpdesks, where personalization, trust, and predictive analytics converge to redefine the standards of excellence in employee support services. It becomes clear that the integration of innovative AI technologies will play a pivotal role in a more responsive, efficient, and user-centric experience for employees across industries.
New Year, New Resolutions - How AI employee helpdesks are evolving in 2024 (part 1)
Thu Dec 28 2023
New Year, New Resolutions - How AI employee helpdesks are evolving in 2024 (part 1)
As we are wrapping up 2023, the year that Generative AI rose and gained its major momentum, it’s time to acknowledge that whether we like it or not, AI is transforming the way we live and work. Most aspects of our work life are fundamentally changing, and the best way to adapt is to learn and prepare for the next AI trends to come. \ \ As an IT and helpdesk manager, you have definitely witnessed how Artificial Intelligence, Automation and Virtual Agents are taking over the employee helpdesk. AI is here to stay, so the more you understand the latest AI advancements and how they impact your work, the more future-ready you will be. The beginning of the new year is a great opportunity to start thinking about incorporating new technologies into your helpdesk. That’s why we decided to delve into some of the newest AI developments that we believe could shape the AI helpdesk’s future in 2024. \ \ So, without further ado, let’s jump into what these are, and how they will impact the AI employee helpdesk. ## The RAG revolution: transforming AI employee helpdesks with precision and adaptability Retrieval Augmented Generation (RAG) is an advanced artificial intelligence technique that combines information retrieval with text generation, allowing AI models to retrieve relevant information from a knowledge source and incorporate it into generated text. \ \ Retrieval-based models focus on selecting pre-existing responses from a database or knowledge base. Generative models, on the other hand, are capable of creating responses from scratch. These models use sophisticated language generation techniques, often based on deep learning architectures, to produce contextually relevant and coherent responses. \ \ The integration of retrieval and generation mechanisms in RAG models aims to leverage the strengths of both approaches. In a nutshell, the retrieval model acts as a specialized 'librarian,' pulling in relevant information from a database or a corpus of documents. This information is then fed to the generative model, which acts as a 'writer,' crafting coherent and informative text based on the retrieved data. \ \ RAG models are very beneficial for companies and their AI helpdesks: instead of relying solely on knowledge derived from the training data, a RAG workflow pulls relevant information and connects static LLMs with real-time data retrieval. With the RAG architecture, companies can deploy any LLM model and augment it to return company-related results by giving it a small amount of their data without the costs and time of fine-tuning or pre-training the model. \ \ RAG models have a transformative, positive impact on the efficiency and effectiveness of the AI employee helpdesk. To begin with, RAG serves as a solution for producing text that not only flows smoothly but is also both factually precise and information-rich. Retrieval models contribute the factual content ("what"), while generative models handle the art of crafting these facts into coherent and meaningful language ("how"), leading to higher-quality responses that better address user queries and issues. \ \ Secondly, the dual nature of RAG offers an inherent advantage in tasks specific external knowledge or contextual understanding. For example, in question-answering systems, traditional generative models may struggle to provide accurate responses. In contrast, RAG excels by accessing real-time information through its retrieval component, offering more precise and up-to-date answers. \ \ Lastly, RAG truly excels in scenarios that demand multi-step reasoning or the synthesis of information from diverse sources. When it comes to complex employee queries, RAG's ability to search, select, and synthesize information sets it apart. \ \ At Gaspar AI for instance, we use [RAG to eliminate the limitation of the initial knowledge the model was trained on](https://www.gaspar.ai/blog/gaspar-ai-mastery-for-it-automation). As a result, we ensure that our customers offer precise and accurate answers in natural language to their employees’ queries, based on their own, company-specific information and knowledge. ## The Multimodal AI advantage for employee helpdesk platforms Multimodal AI refers to artificial intelligence systems that can process and understand information from multiple modalities or sources. Modalities in this context refer to different types of data, such as text, speech, images, videos, and other forms of sensory input. Unlike traditional AI models that might specialize in one type of data, multimodal AI aims to integrate and comprehend information from various sources simultaneously. \ \ The key strength of multimodal AI lies in its ability to capture a more comprehensive understanding of complex data by combining different modalities. For instance, a multimodal system could analyze both the text and images in a document to gain a richer understanding of its content. This approach allows AI models to better mimic human-like perception and interaction, as humans naturally process information from multiple senses and forms of communication. \ \ Multimodal AI represents a transformative leap for AI-powered employee helpdesk platforms, revolutionizing the way users interact with and receive assistance from these systems. The flexibility to communicate via speech, image or text allows users to choose the most convenient and natural means of expressing their issues, making interactions more intuitive and user-friendly. The incorporation of multiple modalities allows users to provide detailed information about their problems. For example, users can attach screenshots or images of error messages. By analyzing both text and visual elements, these platforms can better comprehend the context and extract a more nuanced understanding of user needs. This leads to more accurate and empathetic responses, significantly improving user satisfaction. Overall, multimodal capabilities enhance the platform's ability to understand and address complex problems, streamline the troubleshooting process and fosters a more user-centric experience. ## Composite AI: a game-changer for enterprise success in Artificial Intelligence The latest report by [Dynatrace](https://ir.dynatrace.com/news-events/press-releases/detail/319/global-report-reveals-composite-ai-will-be-central-to), the leader in unified observability and security, and [Gartner’s Top 10 Strategic Technology Trends for 2024](https://www.gartner.com/en/articles/gartner-top-10-strategic-technology-trends-for-2024) reveal that Composite AI will be central to the successful adoption of Artificial Intelligence in the enterprise. Composite AI refers to the combination of multiple AI technologies and models, such as generative, predictive, and causal, to create a more powerful and versatile system that can address complex challenges. This approach recognizes that no single AI model can provide a complete solution to every problem, and thus, a combination of AI technologies is leveraged to create intelligent systems that can accomplish jobs that individual AI components cannot. \ \ One of the most significant challenges companies face with Generative AI is achieving meaningful responses that users can trust to solve specific use cases and problems. Thus, there is a need for a combined or "composite" approach to AI, especially for tasks that involve automation and depend on specific data – hence, employee helpdesk tasks. \ \ Whether it's automating software services, fixing security issues, predicting when maintenance is needed, or analyzing business data, a mix of AI methods in the employee helpdesk is crucial. This approach delivers the precision of "causal AI" (figuring out why things happen) and "predictive AI" (guessing what might happen based on past data). These combined AI types provide important context for the responses crafted by Generative AI, making sure they're accurate and not just probable. If companies use this strategy wisely, combining different AI types with good monitoring, security measures, and comprehensive business data can really boost their teams’ productivity and bring long-lasting business benefits. ## A new horizon for AI employee helpdesks in 2024 As we step into 2024, the message is clear: AI is not just evolving; it's revolutionizing employee helpdesks. Embrace these trends, stay informed, and position your helpdesk for success in the era of intelligent and user-centric support systems. The new year brings not just resolutions but opportunities to shape the future of AI in the workplace.
Festive FAQs: Navigating the holidays with your AI employee helpdesk
Mon Dec 18 2023
6 festive FAQs: Navigating the holidays with your AI employee helpdesk
The holiday season is upon us, bringing tidings of joy, festivities, and, inevitably, a unique set of IT questions and challenges. As your workforce gears up for a well-deserved break, the last thing anyone wants is to grapple with technology-related headaches. Enter the hero of the season: your AI employee help desk. Let’s unwrap the common holiday-related queries and challenges employees and helpdesk teams face, and how your AI helpdesk can swiftly and seamlessly provide solutions for a stress-free holiday work experience. ## Q1: Are we getting a holiday break? Ah, the perennial favorite! Employees across the world eagerly await confirmation of their well-deserved time off. Your AI helpdesk chatbot, committed to delivering timely and accurate information, stands ready to promptly provide details on holiday breaks. This ensures a well-informed workforce, allowing individuals to plan their seasonal activities with ease. \ \ Gaspar AI for instance can help you [get a grip on your company’s holiday policies with ease](https://www.gaspar.ai/blog/hr-chatbot-personalized-info). Just ask Gaspar, our Generative AI chatbot, and you'll receive comprehensive information that ensures you're always up to date with your company’s latest holiday info. ## Q2: What’s the vacation policy and how can I request time-off? For those who need a refresher on holiday policies, your AI employee helpdesk is the holiday handbook in digital form. It can swiftly answer their questions with information from your company's policy documents, and also guide employees through the process of requesting time off, ensuring that everyone can unwind and recharge during this merry season. \ \ Gaspar AI enables you to inquire about your personal time-off details effortlessly. [Simply ask Gaspar questions like "How many days of vacation do I have left?](https://www.gaspar.ai/blog/hr-chatbot-personalized-info)" right on Slack and MS Teams and get a human-like answer immediately. Gaspar AI will provide you with accurate and up-to-date information tailored to your specific employment situation, making it easier than ever to keep track of your work-life balance. You can also ask Gaspar to provide you with information on your company’s vacation policy. \ \ And if you want to take time-off, thanks to our [HiBob integration](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob), you can directly request it on Slack and MS Teams and get it instantly approved with no need to switch applications! ## Q3: How do I set up out-of-office emails? Ho ho ho! Setting up your out-of-office email is a breeze when you use an AI helpdesk. With the power of AI automation, your employee helpdesk virtual agent can remind users to set up their out-of-office messages well in advance. Automated prompts and reminders ensure that no one forgets this crucial step, allowing your team to unplug with peace of mind. ## Q4: I can't connect to the VPN. Help! When using an AI-powered helpdesk like Gaspar AI, routine IT issues such as a VPN connection get resolved instantly and automatically. Just [ask the AI chatbot](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) about it and it will immediately recommend the necessary resolution steps: checking your internet connection, ensuring your VPN software is updated, and trying again. If the issue persists, Gaspar AI can generate a ticket which will be routed to the first available human agent to work on it promptly. ## Q5: I need to access some files while on the go. What do I do? Your AI employee helpdesk facilitates easy access to critical resources by allowing employees to [submit and track requests effortlessly on Slack](https://www.gaspar.ai/blog/employee-helpdesk-on-slack) and [MS Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support). With Gaspar AI for instance, the whole approval process happens right there for both the requester and the approver. Automated status updates and real-time notifications keep users informed, reducing the time spent waiting for issue resolution and maximizing productivity. ## Q6: How can I access HR documents for year-end procedures? End-of-year tasks piling up? Fear not! Employees and IT teams alike can just ask your company’s AI chatbot to offer them information on HR procedures and links to the related documents. For example, [Gaspar AI can directly give users access to the documents they need](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) and guide them through year-end procedures with a virtual touch. ## ‘Tis the season for seamless work experiences with an AI employee helpdesk With your AI employee helpdesk spreading joy and knowledge, your employees can focus on making spirits bright and celebrating the most wonderful time of the year. By addressing common holiday-related queries and challenges through your company’s chatbot, your IT and HR departments can ensure a joyful and stress-free holiday season for the entire team. 'Tis the season for smooth workflows, productive remote work, and a touch of Gaspar AI magic to make it all happen! \ \ Wishing you and your team a happy and FAQ-free holiday season! 🎄🎅✨
employee helpdesk workflows automated with AI
Tue Dec 12 2023
Beyond tickets: 12 employee helpdesk workflows to automate with AI
Employee helpdesks are undergoing an AI transformation: moving beyond traditional ticket resolution, AI has huge potential in process and workflow automation. In this blog post we delve into the expansive realm of AI-driven automation, exploring its transformative impact on a variety of business, HR and IT helpdesk processes. ## 1. Streamlining onboarding with AI AI-powered automation is reshaping the onboarding process by expediting routine tasks. From provisioning access credentials to setting up email accounts, AI algorithms can automate these repetitive actions, ensuring a swift and error-free onboarding experience. This not only reduces the burden on human resources but also enhances the new employee's first impression of the company. \ \ For example, with Gaspar AI your team can set up [workflows to simplify onboarding without any coding skills](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute). They can set up accounts, applications, and access on the Admin portal, and watch the magic unfold automatically when needed. The workflows will automatically run directly on Slack, the Admin portal or your ITSM tool – the choice is yours! \ \ At the same time, they can [integrate account setup workflows with HiBob](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob). Then, once they run them, the new accounts will be automatically added on both your SSO service and your HiBob app. No need for your IT team to manually inform the HR department, and for the HR team to manually create the account on HiBob as well. ## 2. Automated onboarding documentation AI can also assist in the generation and distribution of onboarding documentation. From contracts to policy manuals, automation ensures that new hires receive the necessary paperwork promptly, reducing administrative overhead and ensuring compliance. ## 3. Efficient offboarding through automation Just as with onboarding, AI plays a crucial role in automating offboarding workflows. It can handle tasks such as revoking system access, collecting company assets, and initiating exit interviews. By automating these processes, companies can ensure compliance with security protocols and streamline the transition for departing employees, maintaining a secure and organized offboarding procedure. ## 4. Automated IT resource access requests AI-driven workflows can handle requests for IT resource access, ensuring that employees obtain the necessary permissions for specific tools and systems. Automation helps in the swift processing of access requests while maintaining security and compliance. \ \ For instance, requests to access shared folders or get software licenses are [automatically handled via Gaspar AI’s chatbot on Slack or MS Teams](https://www.gaspar.ai/solutions). The whole approval process happens right there for both the requester and the approver – no need to switch apps or wait hours to get the access you need! ## 5. Automated benefits enrollment AI-driven systems can automate benefits enrollment processes, guiding employees through the selection of health plans, retirement contributions, and other benefits. This ensures that employees make informed choices and experience a smooth enrollment process, freeing time for the HR helpdesk team as well to focus on creating a positive employee experience. ## 6. Inventory management in IT From tracking hardware and software assets to optimizing stock levels, AI systems can automate asset management and inventory tracking processes, reducing manual efforts and ensuring accuracy. ## 7. Automated software deployment and updates AI workflows can streamline the software deployment and update processes. Automation ensures that software patches and updates are deployed seamlessly across the organization, reducing the risk of security vulnerabilities and ensuring all systems are up to date. ## 8. Recognition and rewards automation AI can automate the recognition and rewards HR process by monitoring employee achievements and milestones. Whether it's hitting sales targets or completing a project ahead of schedule, the system can trigger automated recognition messages or rewards, fostering a positive and motivating work environment. ## 9. Automated compliance checks AI-driven automation is invaluable in ensuring compliance during employee transitions. From verifying that onboarding documentation is complete to conducting exit interviews in accordance with company policies, AI can automate these compliance checks. This not only reduces the risk of oversight but also enhances the accuracy and consistency of compliance procedures. ## 10. Employee surveys and sentiment analysis AI offers vital help to the HR department by automating the collection and analysis of employee surveys and feedback. Beyond collecting survey responses, AI can perform sentiment analysis on employee feedback. This involves understanding the emotional tone of responses, providing deeper insights into employee satisfaction levels, and identifying areas for improvement within the company. ## 11. Expense report processing AI-driven automation can streamline the processing of employee expense reports. By automatically extracting and categorizing data from receipts, validating expenses against company policies, and routing for approval, this process becomes more efficient and less prone to errors. ## 12. Automated leave management Streamlining the leave request and approval process, AI can automate the submission, review, and approval of leave requests. By integrating with calendars and workload data, the system can ensure that leave requests are managed efficiently without compromising team productivity. \ \ At Gaspar AI, for example, we understand that requesting time off shouldn't be a hassle, and that's why we've come [together with HiBob](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob) to simplify the process and make it as smooth as a summer breeze! Employees effortlessly submit their requests on Slack’s (or MS Teams) intuitive interface and the whole process happens there. At the same time, your HR team has multiple reasons to be happy: approved time off syncs seamlessly with HiBob's leave management module, providing accurate records for attendance tracking and payroll. ## Revolutionizing employee helpdesk workflows with the power of AI The integration of AI in employee helpdesk workflows goes beyond ticket resolution, revolutionizing processes from employee onboarding to leave management. Through automation, companies can streamline these critical workflows, ensuring efficiency, accuracy, and superior employee experiences. As we continue to unlock the potential of AI in process automation, the future of employee helpdesk workflows promises a more agile, adaptive, and employee-centric support ecosystem.
AI employee helpdesk
Thu Dec 07 2023
Choosing the right AI employee helpdesk: the ultimate guide for IT managers
When looking for an AI employee helpdesk to help you optimize your support operations, finding the perfect fit for your organization seems like navigating a labyrinth of options. With each solution boasting its unique strengths and weaknesses, decision-making becomes a complex process. Fear not, for we've crafted a comprehensive guide to help you simplify the evaluation process and choose the ideal AI employee helpdesk platform that aligns seamlessly with your company’s needs. ## Step 1: Define what 'Great Employee Support' means for your business Organizations renowned for outstanding employee support begin by crafting a comprehensive support strategy. Clearly articulate what great employee IT support entails for your business and ensure that these support standards are uniformly applied across all departments. While some businesses may gauge great employee helpdesk support by positive ratings from employees regarding their interactions with helpdesk agents, others may take a more comprehensive approach. Factors such as the time it takes for IT issue resolution, the cultivation of a tech-savvy workforce, or the emergence of enthusiastic advocates for your IT services could be considered [indicators](https://www.gaspar.ai/blog/five-metrics-for-it-support-virtual-agent) of superior employee IT support. This strategic approach enables a precise understanding of your organizational objectives and priorities, guiding your search for tools and solutions that align with your unique needs. ## Step 2: Grasp end users’ and employee helpdesk team’s expectations Before selecting the optimal helpdesk solution, invest time in understanding [the challenges and expectations of both end users and IT support agents](https://www.gaspar.ai/blog/are-you-ready-for-conversational-ai-in-it-support). Regarding your team, your responsibility is to streamline their efforts and foster stress-free work lives. The efficacy and operational fluidity of your IT support and helpdesk agents rely heavily on the tools at their disposal. Hence, it's imperative to seek input from those directly interfacing with end users—your helpdesk managers and agents. Their frontline experiences provide invaluable perspectives that can shape the selection of a helpdesk solution tailored to meet the specific needs of your IT support team and enhance overall operational efficiency. \ \ For end users, expectations may vary from seeking prompt responses through a chatbot to having an easily accessible knowledge base. You can directly gather these insights through surveys. ## Step 3: Set clear objectives Next, it's essential to gain a crystal-clear understanding of the [challenges you aim to address with your new AI software](https://www.gaspar.ai/blog/eight-employee-helpdesk-tasks-that-can-be-automated-with-ai). Whether the focus is on streamlining ticket management, optimizing asset tracking, or facilitating seamless change implementations, defining your objectives narrows the focus and provides direction. Take the time to set expectations – does your employee helpdesk team require advanced reporting tools for comprehensive analytics, or are enhanced communication and self-service features like chatbots a top priority? \ \ These expectations will guide you through the upcoming demos and trials, ensuring that the chosen AI software aligns perfectly with the unique needs of your employee helpdesk team and end users alike. ## Step 4: Gather detailed requirements for key helpdesk features Now that your objectives are set, dive into creating a detailed [list of requirements](https://www.gaspar.ai/blog/six-expert-tips-to-master-your-next-ai-platform-demo). Utilize the identified problems and expectations to chart your needs, conducting a gap analysis to understand the disparities between existing and desired states. This process will result in an exhaustive list of requirements, helping you identify the perfect AI employee helpdesk platform that addresses current challenges and aligns with your organizational goals. \ \ Here's a comprehensive list of requirements to consider when comparing different AI vendors: **- Feature fit:** - Compatibility with existing IT infrastructure and tools. - User-friendly interface for both IT staff and end-users. **- Ticket management:** - Customizable ticket fields to capture specific information. - Automation for ticket routing and assignment. - SLA (Service Level Agreement) management for timely issue resolution. **- Asset management:** - Capability to track and manage IT assets efficiently. - Integration with asset discovery tools for real-time updates. - Maintenance scheduling for assets to ensure optimal performance. **- Change management:** - Workflow automation for change requests. - Version control for software and hardware changes. - Audit trails to track and document changes for compliance. **- Communication and collaboration:** - Seamless integration with communication tools (email, chat, notifications). - Collaboration features for IT and helpdesk teams to share information and updates. - Knowledge base for employees to find self-help solutions. **- Reporting and analytics:** - Customizable reporting dashboards for key performance indicators. - Trend analysis to identify recurring issues and areas for improvement. - Integration with business intelligence tools for in-depth analysis. **- Deployment options:** - Consideration of on-premises vs. cloud deployment based on organizational policies. - Time it will take to implement the solution. **- Business model alignment:** - Compatibility with the organizational command chain and work culture. - Flexibility to support offices in multiple locations. **- Adherence to industry best practices:** - Alignment with globally recognized IT service management frameworks. - Support for best practices to ensure efficient and standardized IT support. **- User experience:** - Intuitive interface for ease of use. - Accessibility features for a diverse user base. - Training resources for smooth onboarding. **- Multi-language support:** - Language options to support a diverse workforce in multiple countries. **- Pricing:** - Consideration of licensing models and associated costs. - Evaluation of the total cost of ownership, including scaling, support, and maintenance. **- Security:** - Implementation of robust security features, such as data encryption and access controls. - Compliance with industry standards for data protection. By meticulously analyzing each of these requirements, you'll create a detailed roadmap that guides your evaluation process, ensuring that the chosen AI helpdesk platform not only meets your immediate needs but also lays the foundation for long-term success and efficiency in employee helpdesk support. ## Step 5: Analyze AI capabilities Not all AI is created equal, and the same holds true for AI employee helpdesk platforms. Scrutinize the platform's AI capabilities – does it use natural language processing and machine learning? Is it trained on advanced LLMs grounded in enterprise data? Is it integrated with GPT models? These features can significantly enhance the platform's ability to understand user queries, learn from interactions, and provide more personalized responses. The smarter the AI, the better the user experience. ## Step 6: Assess integration capabilities The success of an AI helpdesk platform hinges on its ability to seamlessly integrate with your existing IT infrastructure. Evaluate the platform's compatibility with your current systems, applications, and databases. Ask for API support for custom integrations with CRM, project management, or other relevant applications. The last thing you want is a solution that adds complexity rather than streamlining processes. Look for a platform that plays well with others and ensures a smooth integration journey. ## Step 7: Evaluate scalability As your organization grows, so should your AI employee helpdesk platform. Assess the scalability of the platform to ensure it can accommodate your expanding user base and increasing support demands. Understand its flexibility to add more technicians, end users, and IT management tools. Look for a solution that can effortlessly scale without compromising performance, ensuring a future-proof investment for your IT infrastructure. ## Step 8: Budget and ROI considerations and tracking Every decision involves financial considerations. Establish your budget and delve into understanding the return on investment (ROI) and payback period. Consider how the chosen solution will lead to savings on resources and increased output through consistent service quality. Prepare a list of financial requirements: - Budget management features to track IT expenses. - ROI calculation tools to measure the financial impact. - Payback period analysis for assessing the investment's profitability. Consider these factors to ensure the help desk system aligns with your budgetary constraints: - **Resist the temptation of steep discounts**: Avoid being swayed solely by steep discounts or low prices. While cost is a crucial factor, prioritize a tool that not only fits your budget but also provides the necessary features for your team, ensuring a balance between affordability and functionality. - **Seek approval from Upper Management**: Engage upper management in the decision-making process and obtain their approval before finalizing any employee helpdesk tool. Foster transparency by clearly communicating how and where the allocated budget will be utilized. - **Opt for Cloud-based solutions with flexible plans**: Instead of making a substantial upfront investment in an open-source tool, consider acquiring a cloud-based helpdesk software. Look for solutions that offer flexible pay-per-user plans, allowing you to scale as needed. Explore annual plans, which often come with substantial discounts ranging from 10 to 50%. Additionally, inquire about any potential hidden costs or charges associated with the chosen plan, e.g. usage or automation limits. ## Step 9: Raise important questions about your helpdesk vendor Now that you've gained a comprehensive understanding of customer needs and expectations, it's time to delve into critical questions concerning potential AI helpdesk vendors. - How many paying customers do they have? - What is their average rating on popular software review platforms? - What other perks/benefits do they offer? Explore additional perks and benefits provided by the vendor, including features that differentiate them from competitors. E.g. combination of chatbots with Workflow Automation. - How secure is your business data with them? - Do they provide a free trial of their tool? Opt for vendors offering free trials to allow firsthand exploration of the tool's functionalities and alignment with your specific requirements. - What [helpdesk metrics](https://www.gaspar.ai/blog/metrics-to-evaluate-ai-it-support) does the tool allow you to measure? Following discussions with your team, you can formulate additional questions to ensure a thorough evaluation of potential helpdesk vendors. ## Step 10: Review vendor’s support and training Even the most advanced AI platforms may require some human touch. Assess the quality and responsiveness of customer support and training provided by the platform's vendor. Check the availability of support channels and resources. A responsive support team and comprehensive training resources can make a significant difference in the successful implementation and ongoing use of the AI helpdesk platform. ## Step 11: Harness the power of free trials Certain vendors extend the opportunity for a trial period, often spanning 15 to 30 days, providing you with a firsthand experience of their product and facilitating a more informed purchasing decision. Through a free trial, you gain the advantage of test-driving the tool at zero cost, allowing you to assess its functionality before committing financially. This trial period serves as a valuable opportunity to verify if all the touted features and options are genuinely included and how seamlessly they operate. Most trials even grant access to premium features, enabling your team to grasp the full spectrum of capabilities. A free trial allows for a comprehensive evaluation of the platform's efficacy, offering sufficient time to explore each feature in detail. Encourage your team during this period to meticulously note down their positive experiences and pinpoint areas where the platform may fall short, ensuring a well-rounded understanding before making any commitments. ## Ready to make the ideal AI employee helpdesk software choice? Selecting the right helpdesk software can be a daunting task for many CIOs and IT managers, with the starting point often elusive. It shouldn't be a source of sleepless nights. Your team deserves a tool that not only eases their workload but also empowers them to swiftly resolve employee issues. Armed with this comprehensive guide, you're now equipped to navigate the intricate landscape of AI helpdesk solutions and select the perfect platform for your company. By following this systematic approach, you'll not only simplify the decision-making process but also ensure that the chosen platform aligns seamlessly with your organization's unique needs, setting the stage for enhanced IT support services and user satisfaction. \ \ If you're on the lookout for an AI employee helpdesk tool that seamlessly blends rich features with affordability, your search concludes here. [Gaspar AI](https://www.gaspar.ai/) stands out as a meticulously crafted solution designed to foster a content helpdesk team and delighted end users. [Schedule a free demo](https://www.gaspar.ai/demo-request) and discover how to make every support interaction not just effective but meaningful.
Employee helpdesk trends 2024
Fri Dec 01 2023
Employee helpdesk trends in 2024: what to expect
As we step into 2024, the world of employee helpdesks is undergoing a transformative wave, driven by cutting-edge trends that promise to redefine the way we approach workplace support. Let's dive into the exciting trends shaping the future of employee helpdesk services and explore the possibilities that await. ## AI Excellence: The rise of Intelligent Assistance AI isn't just a buzzword anymore; it continues to revolutionize the employee helpdesk landscape, becoming an indispensable ally for internal support teams. In 2024, we anticipate a surge in the adoption of AI-powered solutions that go beyond routine ticket resolutions. These advanced AI systems leverage natural language processing (NLP) and machine learning to provide more personalized, human-like interactions, enhancing the overall support experience. Imagine an AI companion streamlining processes, offering data-driven insights, and contributing to operational excellence. It's not just employee support; it's a strategic business enhancement. ## Proactive issue prevention: Anticipating needs before they arise A notable trend is the shift towards proactive issue prevention. AI algorithms are becoming adept at analyzing historical data to predict potential problems, allowing employee helpdesk teams to address issues before they escalate. By leveraging predictive analytics and machine learning, employee helpdesks can identify patterns, foresee potential disruptions, and implement preventive measures. This not only minimizes downtime but also contributes to a more stable and reliable IT environment. ## Cybersecurity vigilance: Safeguarding business integrity With the increasing frequency of cyber threats, employee helpdesks are reinforcing their commitment to cybersecurity. In 2024, a key trend is the integration of robust cybersecurity measures within AI-powered systems. These measures ensure the secure handling of sensitive data, fostering a digital environment where employees can trust the helpdesk to protect their information. From encryption protocols to real-time threat detection, the focus is on creating a secure and resilient workplace support infrastructure. It's about safeguarding the essence of the business. ## Large Language Models in the business lexicon: Taking center stage Large Language Models (LLMs) are stepping into the limelight as crucial assets for professional communication. These sophisticated language models, often built on advanced deep learning architectures, are becoming integral to enhancing the capabilities of AI-driven helpdesks. They transform tech jargon into articulate natural language. In 2024, the integration of Large Language Models represents a paradigm shift in how AI-powered employee helpdesks understand, process, and respond to user queries. This trend not only enhances the user experience but also solidifies the position of AI helpdesks as intuitive, efficient, language-savvy assistants in the dynamic world of tech support. ## LLMs at the forefront of issue resolution automation In 2024, we also anticipate an increased role for Large Language Models in automating employee issue resolution. These advanced language models will capitalize on extensive knowledge bases, past ticket resolutions, and historical data, enabling them to provide more efficient, accurate, and personalized responses. LLMs are set to empower employees, allowing them to swiftly and seamlessly address their concerns, thereby alleviating the workload on human support teams. ## Further embracing the Cloud A noteworthy 2024 trend in employee helpdesk evolution is the further migration to the Cloud. By harnessing cloud-based solutions, employee helpdesks are poised to offer enhanced scalability, accessibility, and flexibility. This shift ensures that support services can adapt seamlessly to the dynamic needs of modern workplaces, providing a more agile and efficient support ecosystem. ## The role of the CIO expands CIOs and IT Managers are taking on transformative roles. Beyond traditional IT oversight, they now serve as strategic innovation advocates, driving technological advancements for efficiency and growth. Embracing data as custodians, they leverage it to provide strategic insights. As cybersecurity guardians, they protect against evolving threats. Facilitating seamless remote work, guiding digital transformations, and fostering collaborative cultures, these leaders embody a multifaceted approach crucial for navigating the complexities of the AI age. ## Navigating the future of employee helpdesks As we step into 2024, the trajectory of employee helpdesks is set for innovation and evolution. The imperative integration of AI, the emphasis on proactive support, the prevalence of LLMs, the humanization of interactions, the move to the Cloud and cybersecurity fortification are key trends shaping the future of employee helpdesk services. In this dynamic landscape, organizations that embrace these trends will not only enhance their technical support capabilities but also contribute to a more agile, user-centric, and secure work environment. \ \ Stay tuned as we navigate these trends together, ensuring that your employee helpdesk is not just a service but a strategic ally. If you’d like to strategically enhance your business operations, Gaspar AI can be your best partner. [Contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request) to discuss.
12 Frequently Asked Questions about AI Employee Helpdesks
Thu Nov 30 2023
11 FAQs about AI employee help desks answered
The emergence of AI employee helpdesks has sparked curiosity and excitement. As the AI era reshapes the way we work, it's time to demystify the wonders of the new AI-powered employee support. In this blog post, you can find your most pressing questions about AI employee helpdesks answered! ## 1. What exactly is an AI employee helpdesk? An AI employee helpdesk is an advanced support system powered by artificial intelligence (AI) designed to assist and enhance the employee support experience within an organization, and streamline IT operations. This digital solution leverages cutting-edge technologies, including natural language processing (NLP) and machine learning, to understand and respond to employee queries, troubleshoot technical issues, and provide information. \ \ Think of it as your 24/7 digital assistant, ready to tackle your tech queries, automate mundane tasks, and elevate the overall support experience. ## 2. What are the main features of an AI employee helpdesk? Here are some key features commonly found in an AI employee helpdesk: - **Automated ticket resolution**: Features chatbots on user-friendly interfaces or messaging platforms that swiftly resolve routine and repetitive issues without human intervention. - **Natural Language Processing (NLP)**: Enables the system to understand and interpret human language, allowing for more natural and intuitive communication between employees and the AI system. - **Adaptive learning**: Learns from interactions and adapts over time to improve issue resolution accuracy, efficiency, and the overall quality of support provided. - **Intelligent automation**: Automates tasks beyond ticket resolution, such as updating knowledge bases, handling routine queries, and executing predefined workflows. - **Integration with existing systems**: Seamlessly integrates with other systems, databases, and communication platforms to provide a unified and cohesive support experience. - **Customization**: Allows organizations to tailor the AI system to their unique processes, workflows, and specific needs for a more personalized support experience. - **Knowledge base access**: Provides employees with access to a comprehensive knowledge base, offering information, FAQs, and troubleshooting guides to encourage self-service. - **Multi-channel support**: Supports interactions across various channels such as chat, email, and collaboration platforms, ensuring flexibility in communication. - **Performance analytics**: Offers analytics and reporting features to track performance metrics, measure the effectiveness of the AI system, and identify areas for improvement. ## 3. Will AI replace human support agents? Not at all! AI employee helpdesks are here to [augment, not replace](https://www.gaspar.ai/blog/ai-it-support-debunking-five-myths). While AI handles routine tasks, human support agents focus on complex and strategic issues, offering the human touch that technology can't replicate. It's a perfect synergy that enhances the overall support ecosystem. \ \ This synergy leverages the strengths of both. AI excels at tasks that involve data processing, pattern recognition, and repetitive activities, enabling faster issue resolution and improved efficiency. On the other hand, human support agents bring emotional intelligence, creativity, and a deeper understanding of complex situations that AI may struggle to comprehend. \ \ In the future, a [collaborative approach](https://www.gaspar.ai/blog/balance-ai-and-humans-in-it-support) that combines AI's efficiency with human intuition and communication is likely to prevail. ## 4. Can AI employee helpdesks understand human language? Absolutely! Natural Language Processing (NLP) and Large Language Models empower AI helpdesks to understand and respond in a way that feels like a conversation. NLP handles context, intent recognition, and user-friendly responses, while LLMs contribute by generating human-like and nuanced replies. \ \ NLP is a branch of artificial intelligence that focuses on the interaction between computers and human language. It allows AI systems to comprehend, interpret, and respond to human language in a way that feels natural to users. With advancements in machine learning and deep learning, AI employee helpdesks can analyze the context, intent, and nuances of user queries, making interactions more intuitive and conversational. \ \ LLMs are sophisticated artificial intelligence models, often based on deep learning architectures, designed to process and understand human language on a large scale. LLMs are trained on vast datasets containing diverse examples of written and spoken language, allowing them to learn complex patterns, contextual relationships, and nuances of language. \ \ No more deciphering tech jargon—just seamless communication in everyday language. ## 5. How user-friendly are AI employee helpdesks? Super user-friendly! The goal is to make AI a helping hand, not a headache. With intuitive interfaces and easy integration into daily workflows, they ensure a smooth and hassle-free experience for all users. They seamlessly integrate into existing platforms like Slack or MS Teams to offer instant support. Add the fact that they understand everyday language, and you have an intuitive personal assistant in your fingertips! ## 6. What benefits do AI employee helpdesks bring to the table? Think faster issue resolution, streamlined workflows, and a boost in overall productivity. AI helps support teams and employees alike by providing quick, accurate solutions and allowing everyone to focus on strategic tasks that truly matter – instead of losing productive time waiting for tickets to be resolved. Let’s review some of the benefits below: - **Increased productivity**: By handling repetitive tasks, AI employee helpdesks free up human support agents to focus on more complex issues, strategic projects, and providing a personalized touch where needed. - **Faster and efficient issue resolution**: AI helpdesks leverage automation to instantly solve routine tasks, leading to faster issue resolution and reduced resolution times. - **24/7 availability**: AI systems operate round the clock, providing continuous support and assistance to employees regardless of the time zone or working hours. - **Cost savings**: Automation of routine tasks reduces the workload on human support agents, optimizing resource allocation, and reduces downtime and opportunity costs, all of which result in [decreased costs](https://www.gaspar.ai/blog/the-true-cost-of-your-it-helpdesk-support). - **Enhanced user satisfaction**: The efficiency, 24/7 availability, and user-friendly interaction contribute to [improved user satisfaction](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement), fostering a positive perception of IT and support services. - **Data-driven insights**: AI helpdesks generate [valuable insights](https://www.gaspar.ai/blog/transform-data-into-actionable-knowledge-with-ai-powered-insights) from user interactions, providing data-driven analytics that can inform decision-making and identify areas for improvement. ## 7. Are AI employee helpdesks secure? Absolutely. Security is a top priority. AI systems are designed with robust cybersecurity measures to safeguard sensitive data and ensure a secure digital environment for all users. ## 8. How can AI employee helpdesks adapt to unique company needs? AI systems are highly adaptable. They can be customized to align with the specific needs and workflows of each company. They can also be trained on the specific company’s data, so that responses are more accurate and personalized. From tailored responses to specialized automations, AI molds itself to fit seamlessly into your unique work environment. ## 9. Can AI employee helpdesks learn and evolve over time? Indeed! AI thrives on continuous learning. As it interacts with users and resolves issues, it learns from these interactions, evolves, adapts, and becomes even more adept at providing tailored and better solutions. A perpetual cycle of improvement! ## 10. How does AI revolutionize employee support? AI brings efficiency to the forefront, automating routine tasks, accelerating ticket resolutions, and providing instant responses. This not only frees up valuable time for support teams but also ensures employees get the help they need at the speed of now. ## 11. What recommendations do you have for IT support leaders looking to implement AI? [Implementing AI in IT support](https://www.gaspar.ai/blog/are-you-ready-for-conversational-ai-in-it-support) is a strategic decision that can greatly enhance efficiency and user satisfaction. Here are recommendations for IT support leaders looking to implement AI: - **Assess organizational needs**: Understand your organization's specific IT support needs, pain points, and the areas [where AI can bring the most value](https://www.gaspar.ai/blog/five-metrics-for-it-support-virtual-agent). - **Define clear objectives**: Whether it's improving response times or reducing ticket resolution times, having well-defined objectives and goals will guide the implementation process. - **Select the right AI solutions**: Consider factors such as scalability, integration capabilities, and the ability to adapt to your existing workflows. - **Pilot programs for evaluation**: Start with pilot programs to evaluate the effectiveness of AI solutions in a controlled environment. This allows you to assess their impact, gather feedback, and make informed decisions before full-scale implementation. - **Training and change management**: Provide comprehensive training for support agents and employees. Implement change management strategies to [address any resistance](https://www.gaspar.ai/blog/overcome-resistance-to-ai-helpdesk) and ensure a smooth transition. - **Monitor and measure performance**: Implement monitoring tools to track the performance of AI solutions. Regularly [assess key metrics](https://www.gaspar.ai/blog/metrics-to-evaluate-ai-it-support) such as response times, issue resolution rates, and user satisfaction. - **Encourage collaboration & transparency**: Communicate transparently with support agents and end-users about the introduction of AI in employee support. Clearly convey the benefits, address concerns, and highlight how AI enhances rather than replaces human roles. ## Embrace the future of employee support with AI helpdesks The future of employee support has never looked brighter. From automating mundane tasks to providing lightning-fast responses, AI is reshaping the support experience. So, gear up, embrace the change, and let the AI revolution unfold in your workplace!
How to overcome employee resistance to the AI helpdesk
Tue Nov 28 2023
How to overcome resistance to the AI helpdesk: 6 proven strategies
The AI helpdesk offers the promise of efficiency, speed, and unparalleled support for employees. However, we know that with great innovation comes great resistance. End users and helpdesk support agents alike may not be very eager to adopt AI in their everyday work life, feeling concerned about being replaced, errors, or not being understood. Fear not, we've got your back! \ \ Let's dive into the strategies to conquer those common concerns and pave the way for a seamless AI helpdesk adoption throughout your company. ## 1. Addressing the fear of job loss: elevate, don’t eliminate One of the biggest fears surrounding the AI helpdesk adoption is the worry that it will replace human jobs. Reassure your team that AI is here to augment, not replace. Emphasize that AI takes care of repetitive, mundane tasks, allowing your team to focus on more complex issues that require the human touch, and more strategic projects that require their expertise and offer value to them. It's a synergy, not a takeover. \ \ At Gaspar AI, for instance, we augment employee helpdesk teams’ capabilities and empower them to perform better and more efficiently by removing the boring, repetitive helpdesk tasks and enabling them to focus on strategic projects. Our AI helpdesk [blends the best of AI technology with the best of human experience](https://www.gaspar.ai/blog/balance-ai-and-humans-in-it-support): a chatbot that is trained on advanced LLMs to accurately solve employee queries, with the option to easily create a ticket which will be automatically routed to the right human agent for complex issues where auto-resolution is not possible. ## 2. The user-friendliness conundrum: choose an intuitive AI helpdesk Resistance often stems from the fear of the unknown. Select AI solutions that are intuitive and user-friendly. If your employees can seamlessly integrate AI into their daily workflow without a steep learning curve, you'll witness a smoother transition. The goal is to make AI a helping hand, not an additional headache. \ \ Gaspar AI for examples does not require any special skills from employees and service desk teams to be used: the chatbot is added on [Slack](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/b9e329e31f16f7dea5631904a8df6efd.pdf), [MS Teams](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/4cb64c3ce625f2ff1649d2250d5832b5.pdf) or [Jira SM support portal](https://www.gaspar.ai/xence-ai), employees interact with it in their everyday language, and the whole support process happens on these platforms. ## 3. Transparency is key: demystify the AI black box Many fear what they don't understand. Demystify AI by shedding light on how it works, its decision-making process, and the benefits it brings. Hold workshops, facilitate Q&A sessions, and create an open dialogue. When your helpdesk team and employees understand the why and how, resistance tends to fade away. ## 4. Start small, grow big: pilot programs for success Instead of diving headfirst into the AI pool, start with pilot programs. Choose specific tasks or areas where the AI helpdesk can make an immediate impact. Showcase these successes to your helpdesk team and employees, proving the tangible benefits of AI adoption. Success stories are powerful antidotes to resistance. \ \ At Gaspar AI we usually recommend starting with an initial number of end users who will have access to our chatbot and subsequent automations. Depending on how this goes, IT managers and helpdesk teams can decide whether they want to expand the offering to all company employees. IT Admins also have the option to disable certain automated tasks and choose a limited number, until everyone is at ease with using the AI helpdesk auto-resolution. ## 5. Continuous learning culture: embrace the AI helpdesk evolution Highlight the fact that AI is not stagnant. It evolves, learns, and adapts. Encourage a culture of continuous learning. Train your team on new AI features, share success stories, and demonstrate how AI can grow alongside them, enhancing their skill set and career trajectory. ## 6. Humanize the AI helpdesk: it's a team player, not a solo act Position AI as a team player. It's there to support, learn, and collaborate. Showcase how AI can sift through vast data quickly, access your knowledge base and integrate with multiple applications to provide faster, more accurate solutions, minimizing everyone’s frustration and loss of productive time. Emphasize the collaborative power of humans and AI working hand in hand. \ \ Some examples you could highlight with Gaspar AI include the possibility to [onboard new employees in just minutes vs hours](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute), thanks to our workflow automation. You could also explain to employees [how easy and quick it is to reset a password](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds) thanks to Gaspar AI’s employee helpdesk. ## Overcoming employee resistance to AI helpdesk with strategic solutions In conclusion, conquering employee resistance to your AI helpdesk is not an insurmountable challenge. It's an opportunity to redefine efficiency, boost morale and trust, and offer new skills to employees. Choose AI helpdesk solutions that align with your team's and employees’ needs, foster a culture of transparency and continuous learning, and watch as resistance transforms into enthusiasm. The future of employee helpdesk support is AI, and it's time to welcome it with open arms. \ \ If you’d like to discuss the AI helpdesk and how it can transform your IT and HR support operations, [contact us](https://www.gaspar.ai/contact-us) or [schedule a free demo](https://www.gaspar.ai/demo-request).
Key metrics for evaluating AI in IT support
Wed Nov 22 2023
7 metrics for evaluating AI in IT support
Artificial Intelligence is becoming an integral part of IT support, revolutionizing the way organizations offer assistance to their employees. Nowadays, most companies have adopted at least a simple form of AI in their effort to simplify and optimize their helpdesk operations and provide better and more efficient employee support. But how can you tell if your AI-powered IT support is hitting the mark? In this blog article, we'll explore the essential metrics and Key Performance Indicators (KPIs) that can help you measure the success of AI in IT support and ensure that your digital colleagues are pulling their weight. ## 1. First Contact Resolution rate The First Contact Resolution (FCR) rate is a critical metric that indicates how often AI successfully resolves issues on the initial interaction. A high FCR rate suggests that AI can swiftly and accurately tackle problems, reducing the need for escalations and follow-up support. Most human agent-based helpdesks aim for an average FCR of around 70% - so keep that in mind and compare it to your AI-powered FCR rate. \ \ **Pro Tip**: To boost your FCR rate, ensure that your AI is equipped with [a robust knowledge base](https://www.gaspar.ai/blog/how-to-optimize-your-it-helpdesk-knowledge-base-with-gaspar-ai) and the ability to understand and address complex queries. For the latter, you need to ensure that the AI is trained on advanced LLMs and has NLP to understand the query context and intent. Even better, choose an AI platform that offers automated issue resolution, like Gaspar AI. This means that issues that are more than just info-requesting questions can still be resolved through the platform without human intervention. \ \ For example, Gaspar, our advanced LLM-trained chatbot, is trained on high-quality data specific to the IT helpdesk sector, and thanks to our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) it can have interactive conversations with users in natural language. By integrating the platform with the most used apps, Gaspar AI can automatically reset passwords or automate approvals instead of just answering frequently asked questions. Finally, to ensure that you have a robust knowledge base which can lead to a better FCR rate, it gives you [insights into information gaps in your knowledge repository](https://www.gaspar.ai/blog/transform-data-into-actionable-knowledge-with-ai-powered-insights). ## 2. Response and resolution time Time is of the essence in IT support. AI can significantly impact response and resolution times by providing near-instant responses to inquiries and quick solutions to common issues. Tracking these times helps measure the efficiency of your AI IT support system. \ \ **Pro Tip**: Monitor response and resolution times closely and aim to continually optimize them by asking your provider to fine-tune AI algorithms and workflows if needed. \ \ With Gaspar AI, getting the right answers takes mere seconds. Even routine issues that take an unreasonably long time to get solved, such as password resets, get [automatically resolved in 10 seconds](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds). ## 3. Ticket volume and backlog The number of tickets your IT support team receives, and the size of your backlog can provide insights into workload and the effectiveness of AI. A well-functioning AI system should help manage ticket volume by handling routine tasks and queries, reducing the burden on human support agents. \ \ **Pro Tip**: Keep a close eye on how AI affects ticket volume and backlog, aiming for a decrease in the number of open tickets and a shorter backlog. On Gaspar AI’s Admin Portal, you get a daily overview of your ticket backlog as well as the number of tickets resolved via automation or automated information sharing. ## 4. Self-service utilization AI can empower users to help themselves by providing intelligent self-service options, such as chatbots or knowledge bases. Monitoring self-service utilization helps assess how well AI is enabling users to find answers independently. To do this, you need to ensure that your AI provider gives data about employees’ utilization of the platform. For instance, with Gaspar AI you will receive insights about how many employees use our Generative AI chatbot, while on our Admin Portal you get data about the % of issues that are automatically resolved thanks to Gaspar, our AI chatbot. \ \ **Pro Tip**: Ensure that your self-service tools are user-friendly and that AI provides accurate and relevant self-help suggestions. There’s a good reason [why employees don’t use the traditional service desk](https://www.gaspar.ai/blog/why-employees-do-not-use-the-traditional-service-desk): it usually involves having to deal with an unfriendly interface and complicated, highly technical systems, along with endlessly searching through an infinite number of articles in the internal repositories. Make sure that your AI-powered helpdesk is easy to use and intuitive. Gaspar AI for example integrates with [Slack](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/b9e329e31f16f7dea5631904a8df6efd.pdf) and [MS Teams](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/4cb64c3ce625f2ff1649d2250d5832b5.pdf) so that employees don’t have to switch platforms or learn a new system. ## 5. Employee Satisfaction AI influences employee satisfaction. AI's ability to handle routine tasks and inquiries can reduce downtime and work-related stress and frustration, thus enhancing job satisfaction of both end users and support agents. \ \ **Pro Tip**: Survey your support team and employees regularly to assess their job satisfaction and make necessary adjustments to AI workflows and processes. ## 6. Cost Efficiency The cost per ticket is a crucial metric for evaluating the financial impact of AI in IT support. AI can help reduce the cost per ticket by streamlining processes and reducing the need for additional human resources. \ \ **Pro Tip**: Regularly calculate the cost per ticket and set cost-saving goals. A decrease in this metric is a strong indicator of AI's cost efficiency. With Gaspar AI, our customers enjoy a helpdesk ticket cost of just $1, which is a dramatic decrease vs the $26.51 cost of a traditional helpdesk ticket. ## 7. Knowledge base content quality For successful self-service, high-quality knowledge base content is essential. AI can help maintain and optimize knowledge base articles by ensuring accuracy, relevance, and completeness. \ \ **Pro Tip**: Continuously assess and improve the quality of knowledge base content to enhance the effectiveness of AI-powered self-service. With Gaspar AI, it’s extremely easy to know when your articles need improvement. After automatically answering an employee’s question, the end user gives feedback on the answer in its simplest form: just like or dislike the answer. This way, you get aggregated data and feedback on whether certain articles need to be optimized, and you have a great place to start your journey towards a high-quality knowledge base. ## Measuring the success of AI in IT support is vital for your ROI Measuring the success of AI in IT support is vital for ensuring that your investment is paying off. By regularly monitoring the suggested metrics and KPIs, you can determine how effectively AI is delivering support, optimizing resources, and improving employee satisfaction. With AI-driven IT support, your company can transform the way it handles inquiries and issues, providing efficient, effective, and satisfying assistance to users while ensuring that your digital colleagues are making a positive impact on your IT operations. Interested in learning more about the impact of AI in IT support? [Contact us](https://www.gaspar.ai/contact-us) and we can discuss all your burning questions.
Gaspar AI’s Artificial Intelligence mastery for IT automation
Tue Nov 14 2023
Gaspar AI’s Artificial Intelligence mastery for IT automation
Are you ready to witness the future of Artificial Intelligence in employee support? Look no further than Gaspar AI, where innovation meets intelligence. Our product, powered by advanced AI methods, is not just another player in the field—it's a game-changer. [In our previous blog post](https://www.gaspar.ai/blog/how-ai-solves-helpdesk-issues) we discussed our platform’s technology and processes behind automatically solving employee requests. Now, let's dive into the core features that make Gaspar AI stand out in the world of AI. ## Unveiling Gaspar AI’s Artificial Intelligence magic Our product uses AI in most of its features. The main AI methods we use can be summarized below: **1. Classification** Gaspar AI's intelligent engine classifies user queries, effortlessly navigating through integrations to serve up solutions. Our classification method is the backbone of seamless user experiences, ensuring that all employee queries are correctly classified so that the right solution is provided. \ \ **2. Information Retrieval** We've harnessed the power of state-of-the-art Information Retrieval methods to fetch the most relevant information and documents from our customers’ Knowledge Base. Precision at its finest! \ \ **3. Clustering** Unanswered queries are not ignored; they are clustered to suggest new automations and [generate fresh article ideas for the Knowledge Base](https://www.gaspar.ai/blog/how-to-optimize-your-it-helpdesk-knowledge-base-with-gaspar-ai). Gaspar AI thrives on turning challenges into opportunities! \ \ **4. ChatGPT Integration** Experience the future of conversation with our fine-tuned [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees). We provide human-like answers by leveraging GPT, ensuring a personalized touch to user interactions. ## Data: The heartbeat of Gaspar AI At Gaspar AI, we understand that data is the lifeblood of any AI system. We adhere to five principles—relevance, consistency, uniformity, comprehensiveness, and anonymity. Our datasets, carefully curated and industry-standard, empower our AI with the knowledge it needs. We prioritize quality over quantity, ensuring our models deliver excellence. In case our models don’t have the expected performance for a particular customer, we create customer-specific models using training data mostly from that customer. ## Algorithms: Where science meets art Gaspar AI doesn't settle for mediocrity. We embrace the state-of-the-art (SOTA) in all our products, selecting algorithms that align perfectly with our problems and data. Our commitment to staying at the forefront of NLP developments means we're always pushing the boundaries. \ \ When we find papers with methods that apply to our Machine Learning pipeline and are relevant to our problems, we conduct rigorous testing. It entails examining all aspects of the new method, including its appropriateness for our problems and data. Any new test goes through our home-bred evaluation pipeline. ## Evaluation: The bedrock of excellence We take evaluation seriously. It's not just a step in our process; it's a commitment to excellence. From testing new algorithms to maintaining dataset quality, our evaluation pipelines keep our AI systems sharp and effective, and our datasets up to standard. ## Engineering: crafting brilliance Behind the scenes, Gaspar AI's engineering competence shines. From fine-tuning large language models (LLMs) to perfecting Information Retrieval and GPT prompting, our engineers are the architects of an AI revolution. - **LLM Fine-Tuning**: Building on open-source LLMs requires expertise, and our engineers bring years of experience to the table. They navigate the complexities of NLP and Big Data, ensuring the best performance. - **Information Retrieval**: Querying our Information Retrieval system is an art. Our search engineers enhance keyword-based searches, correct spelling mistakes, and rank results for a seamless user experience. - **GPT Prompt Engineering**: The advent of ChatGPT was a game-changer, and Gaspar AI was quick to leverage its potential. Our engineers crafted prompts that deliver concise, human-friendly answers, elevating user experience to new heights. ## The Gaspar AI advantage for IT automation To sum-up, the key elements fueling Gaspar AI's success are: - **High-quality datasets**: Carefully curated, industry-standard datasets drive our AI to excellence. - **State-of-the-Art algorithms**: We don't follow trends; we use the best algorithms for our problems and data. - **Comprehensive evaluation process**: Rigorous evaluation ensures our AI systems stay at the pinnacle of performance. - **Excellent engineering**: From LLM tuning to Information Retrieval and GPT prompting, our engineering is a beacon of brilliance. Gaspar AI is not just an AI solution; it's a commitment to shaping the future of AI-powered employee support. Join us on this journey, and let's redefine what's possible in the world of IT operations. [Schedule your free demo](https://www.gaspar.ai/demo-request) today to experience the magic. The future is now, and it's powered by Gaspar AI!
5 metrics that show you need an IT support virtual agent
Wed Nov 08 2023
5 metrics that show you need an IT support Virtual Agent
Businesses are constantly looking for ways to improve employee support services, streamline operations, and reduce costs. That’s why they are increasingly using Virtual Agents. A Virtual Agent is a conversational chatbot that uses artificial intelligence and natural language processing to understand user intent and context to automatically answer employee questions and resolve issues. While simple chatbots use rule-based algorithms to answer questions, IT support Virtual Agents have been trained on data to understand everyday language, and they integrate with the existing systems to fulfill tasks for employees, all without human intervention. \ \ But how do you know if your business actually needs a Virtual Agent? In this blog post, we'll explore five key metrics that can help you determine whether a Virtual Agent is the right solution for your company’s IT support operations. ## 1. Increasing employee support ticket volume One of the most obvious signs that you might need a Virtual Agent is the rising volume of internal support tickets. If your helpdesk and IT support team are struggling to keep up with an ever-increasing influx of queries, a Virtual Agent can help alleviate the pressure. By handling routine and repetitive inquiries, Virtual Agents free up your human agents to focus on more complex and strategic tasks, ultimately leading to improved employee satisfaction. \ \ For instance, with Gaspar AI you can [automatically solve 40% of employee IT and HR issues](https://www.gaspar.ai/blog/ai-employee-help-desk-software), such as password resets, time-off request approvals, email list additions, etc. This means that your helpdesk team has fewer tickets to handle, leaving them more time to solve issues that truly matter. ## 2. High wait & resolution times If your employees are experiencing extended wait times, whether on the phone, in your helpdesk team’s office or through email or chat, it's a clear indication that your support resources are stretched too thin. The same goes if your ticket resolution time is increasing – oftentimes, employees must wait almost 10 hours to have their issue resolved! Imagine if it is a critical issue, preventing them from working: it means that they remain unproductive for a full working day, or worse they end up causing your company financial losses due to inactivity. \ \ Implementing a Virtual Agent can significantly reduce response and resolution times, providing employees with faster service and a more positive experience. With Gaspar AI for example, it takes [mere seconds to solve the most frequent employee issues](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) as opposed to hours! ## 3. Frequent repetition of questions Repetitive inquiries and IT issues are a common challenge in employee support. When your agents find themselves answering the same questions over and over, it can be a sign that a Virtual Agent replying to the most common questions could be a valuable addition to your team. Virtual Agents excel at providing consistent and accurate responses to frequently asked questions, ensuring that employees receive the information they need promptly. Moreover, they can take on and resolve recurrent, routine requests instead of having your team spend half their time on them. \ \ [Take password resets for example](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds). 20% to 50% of all IT helpdesk tickets each year are for password resets according to the Gartner Group, and these tickets consume 31% to 40% of the helpdesk's time. With Gaspar AI, when an employee forgets a password, they will ask Gaspar (our Virtual Agent) on Slack or Ms Teams for a password reset. In seconds, Gaspar will identify the employee thanks to the relevant identity-related integrations and will provide the necessary temporary password in order to reset it. It just takes 10 seconds, and your team won’t even be involved! ## 4. High internal support costs [Traditional employee support is expensive](https://www.gaspar.ai/blog/the-true-cost-of-your-it-helpdesk-support), with costs associated with hiring and training agents, maintaining support systems, handling infrastructure and potential revenue loss because of down time due to IT issues. A Virtual Agent, once implemented, can significantly reduce these costs. When a majority of employees opt for self-service or chatbot solutions for common issues, your service desk will witness a decrease in ticket volumes, resulting in improved response times and reduced labor expenses per ticket. Simultaneously, employees can promptly resolve their issues, leading to a significant reduction in opportunity costs. \ \ For instance, if you’d like to see how much you would actually save by adopting Gaspar AI, you can try out our [ROI calculator](https://www.gaspar.ai/benefits). All the above-mentioned advantages are already included there: simply input your employee headcount and ticket volume to see the extent of your cost reduction. ## 5. Poor employee satisfaction ratings Employee satisfaction is a crucial metric for any business as it is linked to employee retention. [Internal IT and HR support greatly influences job satisfaction](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement): when employees encounter long response times, impersonal interactions, and difficulty in finding relevant information, they can’t perform at their job, leading to frustration, dissatisfaction and turnover. \ \ A Virtual Agent can play a pivotal role in mitigating employee dissatisfaction through its ability to deliver effective assistance and address employee concerns. By providing quick and accurate responses 24/7, it can enhance the overall employee experience and boost satisfaction ratings. However, it's important to ensure that your Virtual Agent is well-designed and able to handle inquiries effectively to avoid negatively impacting employee satisfaction. \ \ Gaspar, our groundbreaking AI-powered chatbot, seamlessly integrates with Slack, Microsoft Teams, and Jira Service Management, the platforms your employees already know and use. Moreover, it is [integrated with ChatGPT](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), trained on advanced LLMs and has NLP to understand employees’ everyday language and their queries’ intent and context. Thus, employees don’t need to switch platforms, learn a new system, or speak a technical language: they just have natural, interactive conversations with Gaspar, getting immediate support and a magical experience, which boosts their job satisfaction. ## Increase efficiency with an IT support Virtual Agent As businesses strive to meet employee expectations and manage operational costs, Virtual Agents have become an invaluable tool. The five metrics mentioned above can help you identify whether your company would benefit from such a tool. If you're facing increasing support ticket volume, high wait and resolution times, repetitive questions, high support costs, or poor employee satisfaction ratings, it may be time to explore the implementation of an IT support Virtual Agent. These AI-powered assistants can not only reduce the workload of your internal support team but also provide employees with faster, more efficient service, ultimately leading to improved job satisfaction and a stronger bottom line. \ \ To learn more about Gaspar AI and our Generative AI Virtual Agent, [schedule a free demo](https://www.gaspar.ai/demo-request) or [contact us](https://www.gaspar.ai/contact-us).
AI in IT support: debunking five myths
Tue Nov 07 2023
AI in IT support: Friend or Foe? Debunking the myths
Artificial Intelligence has become a pervasive force in our lives, transforming industries and reshaping the way we work. In the realm of IT support, the integration of AI technologies has led to both excitement and apprehension. While some see AI as a revolutionary ally that can streamline processes and enhance user experiences, others harbor concerns about its implications. \ \ In this blog post, we will explore common myths and misconceptions about AI in IT support and demonstrate how it can be a valuable asset for companies. ## Myth 1: AI will replace human IT support One of the most prevalent myths is the fear that AI will replace human IT support professionals. And it prevents companies from investing in AI-powered systems that will dramatically change their employee support operations for the better. \ \ While AI has made great strides in automating routine tasks and providing efficient solutions, it is not a complete substitute for human expertise. AI excels in tasks like diagnosing common issues, offering self-service solutions, and providing immediate responses to frequently asked questions. However, complex problem-solving, understanding nuanced issues, and empathetic communication still require human intervention. In fact, AI can work in harmony with IT professionals, allowing them to focus on more challenging and value-adding tasks. Efficient employee support is all about finding the perfect [balance between AI-powered resolution and human agent support](https://www.gaspar.ai/blog/balance-ai-and-humans-in-it-support), as both have advantages to relay. \ \ Gaspar AI for example, provides [seamless digital workplace support](https://www.gaspar.ai/solutions) that perfectly mixes the finest aspects of human expertise with the capabilities of AI technology. It blends the best of AI technology with the best of human experience: a chatbot that is trained on advanced LLMs to accurately solve employee queries, with the option to easily create a ticket which will be automatically routed to the right human agent when auto-resolution is not possible. ## Myth 2: AI is too expensive for small businesses Another misconception is that AI in IT support is only accessible to large enterprises with deep pockets. In reality, AI solutions have become increasingly affordable and scalable, making them accessible to companies of all sizes. Many AI-powered IT support tools are available as subscription services, allowing small and medium-sized businesses to harness the benefits of AI without a significant upfront investment. What’s more, since these tools will improve efficiency, solve issues more quickly and reduce downtime, they ultimately save money in the long run, making AI solutions more affordable than continuing with the old school IT support. \ \ To give you an idea, Gaspar AI has a [low-cost pricing](https://www.gaspar.ai/pricing) of just $4 per user monthly, so it is suited even for small businesses that want to enter the AI-powered era. This pricing includes all our platform’s features and unlimited users, queries and uses. Moreover, our customers enjoy a $1 cost per ticket compared to $26.5 without our solution, which results in great cost savings as well. ## Myth 3: AI Is prone to errors and inaccuracies Skeptics often argue that AI is error-prone and unreliable. While it's true that AI models can make mistakes, they are constantly improving through machine learning and fine-tuning. AI in IT support can achieve impressive accuracy rates in tasks such as identifying common issues, predicting system failures, and offering solutions. Moreover, AI doesn't get fatigued or distracted like humans, ensuring consistent performance 24/7. \ \ At Gaspar AI, to make sure we have accurate results, we follow five main principles when creating our datasets: relevance, consistency, uniformity, comprehensiveness, and anonymity. We create our own data, but also collect real data from our customers. This means that we have a wealth of data that is specific to the Technical Support domain. We also understand the importance of solid algorithms. This is why we use the state-of-the-art (SOTA). We have chosen our algorithms by extensively experimenting with many SOTA methods. At the same time, we are constantly on the lookout for the latest developments in the area of NLP, and continuously apply this knowledge to our product by evaluating any improvements. That’s what makes our platform’s automated solutions safe and accurate. ## Myth 4: AI lacks personalization and empathy Some believe that AI lacks the personal touch and empathy that human IT support agents provide. While AI doesn't possess emotions or empathy, it can be programmed to understand and respond to user needs with a high degree of personalization. AI can analyze user behavior and preferences to tailor responses and solutions accordingly, providing a more personalized experience. Additionally, AI can free up human agents to focus on the more empathetic and complex aspects of employee interactions. \ \ With Gaspar AI’s newest [Personalized HR Info](https://www.gaspar.ai/blog/hr-chatbot-personalized-info) feature, employees have access to a wealth of information that is tailored to their unique needs and employment situation. Whether they’re planning a vacation or need to understand your company's policies better, Gaspar AI is here to help. It’s like having a friendly, responsive assistant available to answer employee questions and provide them with personalized information whenever they need it. Talking about AI lacking personal touch! ## Myth 5: AI is complex and difficult to implement Implementing AI in IT support may sound daunting, but it doesn't have to be. Many AI tools are designed to be user-friendly, with straightforward integration processes. Additionally, AI vendors often provide support and resources to help companies get started. It's essential to choose AI solutions that align with your specific needs and are compatible with your existing IT infrastructure. Once integrated, AI can enhance your support operations and streamline processes. \ \ For example, Gaspar AI is one of these platforms that are extremely easy to implement. It does not require any special skills from employees and service desk teams: the chatbot is added on [Slack](https://www.gaspar.ai/slack-integration), [MS Teams](https://www.gaspar.ai/ms-teams-integration) or [Jira SM support portal](https://www.gaspar.ai/xence-ai), employees interact with it in their everyday language, and the whole support process happens on these platforms. And if you are afraid to ask about the deployment timeframe, fear not! In just 30 minutes our platform can be up and running! It also [integrates with more than 30 frequently used applications](https://www.gaspar.ai/integrations), including the most common ITSM systems, so your company won’t experience any disruptions or switching costs. ## AI in IT support, your favorite ally for efficient operations In conclusion, AI in IT support is not a foe but a friend that can enhance the capabilities of human IT professionals. By debunking common myths and misconceptions, we can appreciate the value that AI brings to the table. It can improve efficiency, save costs, and enhance the user experience, ultimately benefiting companies of all sizes. Embracing AI in IT support is a step toward staying competitive in the ever-evolving tech landscape. \ \ Now that we have addressed your most common AI misconceptions, if you want to understand how Gaspar AI can benefit your company’s IT support operations and save you tons of money, [schedule a free, personalized demo](https://www.gaspar.ai/demo-request).
Gaspar AI and Zendesk integration
Wed Nov 01 2023
Simplify IT user support with Gaspar AI and Zendesk
When it comes to customer support and IT service management, ensuring a seamless and efficient operation is crucial. Delays in resolving issues not only frustrate customers and employees but can also lead to lost business opportunities. With Gaspar AI’s integration with Zendesk, you can rest assured that all issues related to your favorite customer support and ITSM platform can be dealt with in seconds. \ \ In this blog post, we'll explore the powerful synergy between Gaspar AI and Zendesk, showcasing how this integration can transform the way you manage and optimize your support operations. ## Main integration superpowers ### Password Management With Gaspar AI's integration, Zendesk users can take advantage of advanced Password Management automation. Imagine having an urgent customer request but not being able to log into your Zendesk account! With Gaspar AI, you can reset passwords securely and conveniently, all without human intervention. It just takes a request to Gaspar, our AI chatbot, and within a few seconds you will have a new password to sign in. ### Account Management It has never been easier to add accounts to Zendesk! You can create a workflow to automate the onboarding process, so that when new people join your company, you can instantly create their accounts by copying them from the SSO service to this service. At the same time, when someone leaves the company, you can instantly remove their account from Zendesk. ### Account Suspension Managing account suspensions, whether for security reasons or administrative purposes, can be a time-consuming task. Gaspar AI's integration with Zendesk simplifies this process. Support agents can now swiftly suspend accounts, ensuring that security breaches are promptly addressed and that users remain compliant with your company’s policies. ### Group Management With Gaspar AI's integration, Zendesk users can easily automate group management tasks, such as creating groups, adding users to, or removing them from groups. This functionality ensures that user access and permissions are always up to date without manual intervention. ### Organization Unit Management Managing organizational units and hierarchies is essential for large companies. Now when an employee moves to a different sub-unit of your company, be it in another country or a different sector, you can automate the change, ensuring that your system always accurately reflects your organizational structure. ### Knowledge Management Knowledge is the most powerful asset in the world of customer and employee support. Thanks to the Zendesk integration, Gaspar, our Generative AI chatbot, deflects tickets by instantly answering questions with information straight from the Zendesk knowledge base, in a human-like way. Gaspar AI's integration also offers Data Analytics and Insights into the most common issues, allowing users to update and maintain knowledge base articles. This keeps your support content fresh, relevant, and up to date. ### ITSM with Webhook Webhooks let you build or set up integrations that subscribe to certain activity in Zendesk Support. When this activity occurs, Zendesk sends a HTTP request to the webhook's configured URL. With Gaspar AI’s integration, every time a ticket is created or updated on the ITSM platform, it automatically syncs with our platform as well. As a result, agents can easily follow up their ticket status and the ITSM process is simplified. ## Gaspar AI and Zendesk, a game-changer for support operations Gaspar AI's integration with Zendesk is a game-changer for businesses seeking to optimize their support operations. The range of automations provided, from Password Management to IT Service Management with Webhooks, empowers companies to provide faster and more efficient support, reduce manual workloads, and enhance the overall customer and employee experience. Whether you're a small startup or a large enterprise, this integration has the potential to revolutionize the way you manage your support operations and deliver swift and effective solutions to customers and employees. \ \ So, if you're ready to streamline your support processes, consider incorporating Gaspar AI's integration with Zendesk into your strategy and start reaping the benefits today. [Schedule a demo](https://www.gaspar.ai/demo-request) to learn more!
Gaspar AI and Helpjuice integration for efficient it self service
Tue Oct 10 2023
Gaspar AI and Helpjuice: using AI for HR and IT self-service
Within a company, valuable solutions often remain hidden across diverse resources and systems, buried deep within knowledge bases and documents. They might appear as a mere paragraph, a sentence, or even a brief phrase. Tracking them down feels like embarking on a quest for hidden treasures! We've developed Gaspar AI to eliminate this need for treasure hunts, delivering precise answers with a touch of magic! Gaspar AI integrates with and searches through most Knowledge Base systems, such as Confluence, Coda, Sharepoint, etc., to answer employee questions with information from these apps. [We previously covered](https://www.gaspar.ai/blog/coda-integration) why it is important to integrate an AI-powered platform with multiple knowledge bases: to offer immediate employee assistance without the reliance on human agents for routine tasks and common questions. It empowers employees to get the best HR and IT self-service. In this blog post we will delve into Gaspar AI’s integration with [Helpjuice](https://helpjuice.com/) and all the magic you get by connecting these 2 apps. ## Helpjuice & Gaspar AI: a dynamic combination for seamless employee self-service By integrating Gaspar AI with Helpjuice, companies can transform their Helpjuice knowledge base into actionable solutions for employee support. Here's how this integration benefits your organization: ### Effortless answers to employee queries Gaspar AI scans your Helpjuice knowledge base and swiftly retrieves the information needed to resolve employee requests. Then our GPT-powered chatbot turns this into accurate answers with a human-like flair. With correct, instant answers in everyday language, employees can get back to work immediately, satisfied with the service they received, while reducing repetitive tasks for your helpdesk team. ### Knowledge enrichment Proactive Insights provided by Gaspar AI give companies valuable data about common employee questions and issues. This information helps identify knowledge gaps, enabling organizations to create or update relevant solution articles. This dynamic approach keeps your knowledge base up-to-date and your employees well-informed. Gaspar AI and Helpjuice integration elevates knowledge sharing and employee self-service, making information easily accessible and organized. It ensures faster, frictionless employee support, increases efficiency, and reduces manual work. With Gaspar AI, knowledge remains your most potent asset, ready to drive your company's success. If you're ready to revolutionize your knowledge sharing, explore Gaspar AI in [a personalized demo meeting](https://www.gaspar.ai/demo-request) and unlock the full potential of your collective intelligence.
Our AI helpdesk software for automated password reset and process automation
Tue Oct 10 2023
Behind the scenes of our AI helpdesk for IT support automation
In the last few years, working in employee helpdesk support makes you feel like you're stuck in a loop, dealing with the same problems again and again. You're always ready to help your colleagues, but there's a catch: sorting out things often feels like a slow and complicated puzzle. The systems you use struggle to understand the issues people face. And this repetitive work keeps you from doing more important tasks because you're stuck fixing the same old problems. \ \ On the other hand, picture this: you're one of the end users, grappling with a burning question that's keeping you from moving forward. You're eager for answers, just like you are when you turn to your trusty sidekick, ChatGPT, outside of work. But instead, it feels like you've entered a labyrinth where getting answers is a marathon, not a sprint. The information you need is scattered all over the place, like trying to find lost keys in a big, messy room. \ \ So, why doesn't the quest for answers and solutions in the workplace give everyone the same thrill as a quick ChatGPT question? \ \ Let’s first think why we turn to ChatGPT. Well, for starters, it's like a digital wizard that deciphers our questions, even when we don't quite have our thoughts in order. ChatGPT's remarkable natural language understanding makes it adept at interpreting user queries, enabling more conversational and less rigid interactions. Additionally, it makes it extremely easy to find the right answer: it excels in providing contextually relevant responses, delivering personalized and accurate answers based on conversation history. Its diverse knowledge base spans various subjects, offering insights on practically anything under the sun. \ \ And here's the magic touch—ChatGPT is brilliant at serving up the juiciest, most relevant nuggets of knowledge right when you need them. ## Gaspar AI, your magic chatbot helpdesk solution So how would you feel if you had such an assistant at work, automating tasks and accurately answering questions like a human? If you could empower helpdesk teams and employees alike to get the solutions they need right when they need them? It would make your help desk job easier and free up your time for bigger, more exciting things, helping your company move forward. At the same time, it would enable employees to solve their issues effortlessly and instantly, like a simple ChatGPT prompt. \ \ With Gaspar AI, you can now have a ChatGPT-like chatbot at your employee support fingertips! \ \ Being dedicated to offering the best and most intuitive solution for employee helpdesk automation, we developed our cutting-edge AI technology at Gaspar AI. The result was a one-of-a-kind GPT-powered platform that empowers employees to get quick and effortless IT and HR support, and helpdesk teams to get rid of more than 40% of tickets, decrease their manual work by 80%, and make better decisions thanks to AI-based insights. \ \ Gaspar AI [automatically resolves employee queries](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) and answers their questions on Slack, MS Teams and Jira Service Management support portal, by using our AI power and by integrating with multiple applications. The process is very straightforward: an employee asks Gaspar, our AI chatbot, a question on one of the above platforms, and Gaspar answers in seconds in a human-like way, offering the solution they were looking for. In case auto-resolution is not possible, employees easily create a ticket on the above-mentioned apps, which is synced with the ITSM platform and routed to the right agent for resolution. It’s that quick and easy! \ \ But how is this magic happening? Let’s take an exclusive, detailed, step-by-step look at the process and technology behind. ## Cracking the code: understanding employee issues <u>**Query type recognition**</u> The first step to fulfill an employee’s query is to identify what the user wants. We use a Machine Learning system to do so. Depending on several system parameters our chatbot decides about the type of response. There are four main types: - Automation - Knowledge Base info - Personalized Info - Unknown <u>**Intent recognition powered by BERT**</u> To automatically resolve queries and automate processes, Gaspar AI comes with a set of automations that serve users’ requests. For instance, if an employee asks “I forgot my password”, the automation that should be triggered is “password_reset”. But how does Gaspar AI know what the user wants? That’s where the AI comes in. In order to identify the user’s intention, the query is evaluated by a [BERT-based classifier](https://www.techtarget.com/searchenterpriseai/definition/BERT-language-model#:~:text=BERT%2C%20which%20stands%20for%20Bidirectional,calculated%20based%20upon%20their%20connection.) model trained on thousands of human-labeled queries to ensure top-quality results. ## Pinpointing solutions: human-like, accurate responses across the Enterprise Most often, valuable answers are tucked away within different resources and systems. These answers are usually buried deep within knowledge bases and documents, appearing as a paragraph, a sentence, or even a mere phrase. Tracking them down feels like embarking on a quest for hidden treasures! That's precisely why we've created Gaspar AI – to put an end to these treasure hunts and offer you accurate answers in a magical way. \ \ <u>**Knowledge Base article retrieval powered by a Search and Analytics engine**</u> Gaspar AI integrates with and searches through most Knowledge Base systems, such as Confluence, Coda, HelpJuice, etc., to answer employee questions with information from these systems. The solution articles are indexed in Gaspar AI’s Information Retrieval system. All articles from the knowledge base are retrieved, preprocessed and indexed. This allows for better handling of the Knowledge Base and more accurate search results. Queries to the Knowledge Base can be adjusted on a per-customer basis. \ \ **<u>Knowledge Base answering powered by ChatGPT</u>** While a list of articles is a great and useful way to respond to the user, and the most common practice among rule-based chatbots, providing the actual answer is much faster and preferred by users. [Assisted by ChatGPT](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), our AI scans the customer’s Knowledge Base and accurately answers the user’s question in a human-like way. If our AI cannot find the answer, or a generic answer is found, it informs the user to provide more details – that's where our [in-house Dialog Management system](https://www.gaspar.ai/blog/advanced-dialog-management-skills) comes into play. The employee can further interact with our chatbot, ask clarifying questions and offer more details until they get the information they need. Otherwise, our chatbot presents them with the opportunity to open a ticket. \ \ We fine-tune ChatGPT on the customer’s knowledge base on a regular basis, so that the answers are relevant. The prompts submitted to GPT are carefully engineered to enhance the final user’s experience and avoid unexpected results. Each answer is checked for appropriateness and relevance before being presented to the user. \ \ <u>**Personalized Info powered by ChatGPT**</u> Very often, employees want to access non-public information that concerns them specifically. It can be information about their paid time off, their relationship with the company, stock options, daily tasks, etc. Employees often dread these questions as they must log into different systems to get answers. For instance, an employee may need to know how much time-off they have left so that they plan their summer holidays. They would need to log in to their HRIS, drill down to the system’s menus and find the relevant information. \ \ [Gaspar AI automates this manual work](https://www.gaspar.ai/blog/hr-chatbot-personalized-info). It retrieves the information from the relevant system and feeds this into ChatGPT using carefully engineered prompts. ChatGPT provides an answer, which is being checked for appropriateness and relevance. Gaspar presents the final answer to the user. Now, the only thing employees do is ask our chatbot as they would a human colleague. For instance, if they ask “What’s my remaining PTO for the year?” Gaspar would reply with “You’ve got 14 days left until the end of the year”. Within the same dialogue, they can also ask “Can I book my summer holidays?” and Gaspar will also take care of that by automating the time-off request and related approval process. ## Data Analytics and Insights with Gaspar AI’s query clustering Some user queries might not be automatically resolved or answered. But they can turn into useful insights that enable IT managers and Admins to make informed decisions. It’s one of Gaspar AI’s most powerful features, our [Proactive Insights](https://www.gaspar.ai/blog/transform-data-into-actionable-knowledge-with-ai-powered-insights). Gaspar AI gathers all unanswered questions, groups them and tries to make sense of what the user was expecting to achieve. Admins can view these insights on the Admin Portal so that they can: - Determine new opportunities for automating processes. - Find information gaps so that they add new articles to their knowledge base. - Integrate more applications with Gaspar AI to use the Personalized Info feature. For example, if people often ask for information about how to install the company’s VPN client, and such info does not exist in the knowledge base, it would be nice to have an article that has relevant step-by-step instructions. ## One AI platform to rule them all At Gaspar AI, our focus is on revolutionizing the IT and HR helpdesk support in the workplace. This is why we developed a robust AI-powered technological framework designed to bridge the gap between employees and the resources they require, while liberating talented help desk professionals from the monotony of answering repetitive questions. Our approach is to offer employees and helpdesk teams a dedicated ChatGPT-like expert assistant to make internal support as quick, easy and accurate as a ChatGPT conversation. \ \ The result? IT teams can focus on driving large-scale digital transformations, HR experts can dedicate their efforts to perfecting the employee lifecycle, and employees can easily access the information they need to tackle meaningful projects. It's all about streamlining work processes and allowing everyone to concentrate on what truly matters. \ \ If you want to see how it feels to have your personal ChatGPT assistant at work, [schedule a free, personalised demo](https://www.gaspar.ai/demo-request) with our expert team.
Gaspar AI and Ivanti integration
Mon Oct 09 2023
Ivanti and Gaspar AI: turbocharge employee support
You have successfully deployed [Ivanti](https://www.ivanti.com/products/ivanti-neurons-for-digital-experience) in your company and have already significantly improved your ITSM. You needed a hassle-free way to support users and deliver services with the flexibility to respond to new business initiatives and growth, and now you finally have it. What if you could extend your platform’s capabilities beyond those offered by Ivanti, and get AI-powered automated solutions for your users and insights for you and your team? ## Boost your employee service desk efficiency with Gaspar AI’ s game-changing platform With Gaspar AI’s integration, you can now delight your users and deliver internal support that creates value from day one with a solution that provides all the capabilities, integration, and automation you’d expect. And what’s best, there is no need to switch applications, just 1 cutting-edge AI platform that you can deploy in 30 minutes! It’s simple to use and easy to own and will offer you maximum ROI from your Ivanti investment. \ \ [Gaspar AI’s powerful Generative AI and workflows](https://www.gaspar.ai/platform) allow you to automate internal service delivery like never before. Your employees will be able to solve their requests right where they are - on [Slack](https://www.gaspar.ai/slack-integration) or [Microsoft Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support) -, instantly and without human intervention, your service desk team can speed-up ticket resolution and run repetitive workflow processes like magic, and you will optimize employee support thanks to data analytics and proactive insights. \ \ Let’s see in more detail all the extended capabilities you will get. ## Instant auto-resolution on Slack and MS Teams Gaspar, our Conversational AI chatbot that’s available 24/7, can solve your employees' requests quickly and without the need for IT and help desk intervention. It uses Natural Language Processing and Natural Language Understanding to interpret user intent and context, in order to offer unlimited solutions, not only pre-defined ones. Since it is not a rule-based chatbot, but trained on a Large Language Model, there is no need to pre-build any rules, questions, or knowledge base content. \ \ Employees can chat with Gaspar on Slack or MS Teams using everyday language. Thanks to various app integrations in addition to Ivanti, the AI bot will instantly resolve requests via automation or deflect tickets with answers based on solution articles from your knowledge base. You can tailor the platform to your needs: you can select how many app integrations you will allow. The more you integrations you activate, the less manual work you will have to do. \ \ To give you just a teaser of all the goodies you can get, here are some of the issues Gaspar can solve in seconds on Slack and MS Teams, without your involvement or the need for ticket creation on Ivanti: - **Password reset**: We know you hate these requests, and this is why we [let our chatbot solve them](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds)! When an employee forgets their password, Gaspar automatically verifies the end user’s identity and provides a new password. It takes 10 seconds, and you don’t even have to know about it! - **Group and channel management**: Employees can create groups and add other users or remove them just by asking Gaspar. Similarly, they ask our chatbot for access to specific channels. If approvals are needed to join a group or channel, they happen on Slack and MS Teams. - **Time off requests**: Requesting time off shouldn't be a hassle, and that's why [we've come together with HiBob](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob) to simplify the process and make it as smooth as a summer breeze! You can now effortlessly submit your request in just a few clicks on Slack’s (or MS Teams) intuitive interface. No more switching apps or manual approvals: the whole process happens right where your IT team, managers and employees are! ## Human-like answers with ChatGPT integration and dialog management [With our integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), when employees ask questions, Gaspar AI will generate accurate answers directly from your company's internal repositories and knowledge base, and our chatbot will respond in natural language – no need to read any solution articles! Users will love this new experience and you will save time by deflecting tickets, increasing your efficiency and saving costs. ## Automated workflows on Slack or the Admin portal It has never been easier to build the workflows you need without having any coding skills! You can create onboarding and offboarding workflows: create user accounts, add them to the company’s SSO service, grant them access to folders on shared drives. Then you can set them to run on the date an employee joins or leaves the company. The workflows will run automatically on that date! This dramatically decreases your team’s manual work as you can easily [automate repetitive processes](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute). ## Automated and extended ITSM Give your Ivanti service delivery an extra boost with Gaspar AI’s automated ticket creation! Any end-user's message on Slack or MS Teams turns into a ticket automatically. When Gaspar resolves an employee’s request, it automatically syncs self-created tickets with Ivanti. In case Gaspar cannot resolve the problem, it lets the user create a relevant ticket on Slack or MS Teams, which is then synced with Ivanti. Then both the user and the agent can review and track the ticket status on the chat platform or on the Ivanti portal. Gaspar follows through to ticket completion, and lets the user know that their issue is resolved. ## Intelligent knowledge management Thanks to Gaspar AI’s [Proactive Insights](https://www.gaspar.ai/blog/transform-data-into-actionable-knowledge-with-ai-powered-insights) feature, you get data about the most common employee questions and IT or HR issues and identify knowledge gaps. You can then build your knowledge base, if you don’t have one, or optimize your existing one: you can focus on writing first the most critical solution articles. ## Internal support performance insights On the Admin Portal, you get real-time monitoring of key KPIs about your chatbot's performance, such as requests completed, and tickets deflected by Gaspar. Empowered by data, you can now prioritize your next projects accordingly, identify automation opportunities and decide where you should focus your effort. ## AI that learns and gets better over time The more you use Gaspar, our Generative AI chatbot, the more it can learn from historical data thanks to Machine Learning. AI has the ability to learn over time by observing feedback from the data and can be retrained to provide a more accurate result. \ \ There are great benefits to gain from Gaspar AI and Ivanti integration, and unlimited capabilities that you can unlock. If you wish to integrate with Gaspar AI and deliver the future of employee support today, we can [schedule a meeting](https://www.gaspar.ai/demo-request) to discuss.
AI-powered HR help desk to reduce employee turnover and increase employee engagement
Mon Oct 09 2023
Reducing employee turnover with Gaspar AI's HR helpdesk
Employee turnover can be a persistent and costly challenge for businesses. It's not just a matter of finding the right talent; it's also about retaining and nurturing that talent. High turnover rates can be detrimental to a company's growth, productivity, and bottom line. It not only disrupts workflows but also drains valuable resources in terms of recruitment, onboarding, and training. HR helpdesks represent a groundbreaking approach for leading organizations to combat employee turnover and safeguard both workforce efficiency and the company's well-being. In fact, HR helpdesks play a pivotal role in mitigating employee turnover through their ability to deliver effective assistance and address employee concerns. Let's explore further how HR helpdesk chatbots can emerge as a vital support system for both your company and your valuable employees, and how they can play a pivotal role in reducing employee turnover and improving overall workplace satisfaction. ## Understanding the employee turnover challenge Before diving into the solutions, let's first understand the depth of the problem. Employee turnover, often referred to as staff turnover or employee attrition, is the rate at which employees leave a company and are replaced by new hires. It's a crucial metric that companies use to assess the stability and health of their workforce. Employee turnover can be classified into two categories: - **Voluntary turnover**: This occurs when employees choose to leave the company of their own accord. - **Involuntary turnover**: Involuntary turnover happens when employees are terminated or laid off by the company. This can be due to factors such as performance issues, company restructuring, or budget constraints. Factors that lead to employee voluntary turnover include: - **Job dissatisfaction**: Employees who are dissatisfied with their job roles, work environment, or company culture are more likely to leave. - **Lack of career growth**: When employees perceive limited opportunities for career advancement within an organization, they may seek opportunities elsewhere. - **Compensation**: Inadequate or uncompetitive compensation packages can be a significant factor in voluntary turnover. - **Work-life balance**: Employees value a healthy work-life balance. Excessive work hours or unreasonable expectations can lead to turnover. - **Lack of support and poor leadership**: Ineffective or unsupportive management can drive employees away. People often leave managers, not companies. - **Company culture**: A toxic or unappealing company culture can lead to voluntary turnover as employees seek a more positive workplace environment. - **Job fit**: Employees may leave if they feel their skills and talents are not being utilized effectively in their current roles. - **Burnout**: Heavy workloads, ongoing stress, and burnout can cause employees to seek less demanding positions elsewhere. ## The impact of turnover The average voluntary turnover rate in the United States across all industries is approximately 12% per year. However, this can vary significantly by industry and region. Let’s take a deeper look into the impact of employee turnover on companies. - **Financial costs**: High employee turnover rates can take a significant toll on a company's finances. On average, it costs between 30% to 50% of an entry-level employee's annual salary to replace them and up to 400% for specialized roles. These expenses include not only recruitment and hiring but also lost productivity and knowledge transfer. - **Decreased morale**: High turnover can also have a detrimental effect on company culture and employee morale. As experienced employees leave, those who remain must pick up the slack, potentially leading to increased workloads and stress. Remaining employees may feel overworked and uncertain about their future within the company. This negative atmosphere can further exacerbate the turnover problem. - **Reduced engagement**: Employees who witness a revolving door of coworkers are less likely to invest emotionally in their work or the organization. This reduced engagement can lead to decreased productivity and creativity. - **Knowledge drain and erosion**: With each departing employee, the company loses valuable institutional knowledge. This includes industry-specific insights, company history, processes, and best practices that are not always documented. Loss of institutional knowledge can result in operational inefficiencies as new employees struggle to fill the knowledge gap. This can lead to mistakes, rework, and a decline in overall productivity. - **Disruption to team dynamics**: Frequent turnover disrupts the stability of teams. Team members must continually adjust to new coworkers, which can hinder their ability to build strong working relationships and collaborate effectively. Moreover, high turnover can erode trust as team members may become skeptical about the commitment and reliability of their colleagues. And constant changes in team composition can lead to project delays and reduced project quality as team members need time to adapt to each other's working styles and preferences. - **Cultural impact**: Frequent changes can lead to a lack of cohesion and shared values among company employees. In summary, the impact of employee turnover extends beyond the departure of individual employees. It affects employee engagement and productivity, erodes institutional knowledge, and disrupts team dynamics. To mitigate these effects, companies should focus on retention strategies, knowledge management, and creating a positive workplace culture that encourages long-term employee commitment. ## Demystifying AI-powered helpdesk solutions So how exactly HR helpdesk solutions fit in the above picture and help address these challenges? Traditional helpdesk systems, though well-intentioned, often struggle to provide timely and accurate support. Employees may encounter long response times, impersonal interactions, and difficulty in finding relevant information. These frustrations can erode job satisfaction and contribute to turnover. An AI-powered HR helpdesk solution on the other hand is a technology-driven platform that facilitates the management and resolution of various human resources-related inquiries, issues, and requests within a company. It is designed to streamline HR operations, enhance employee experience, and ensure compliance with company policies and regulations. \ \ Key features and functions of an HR helpdesk solution typically include: - **Workflow automation**: HR processes, such as onboarding, offboarding, and performance reviews, can be automated within the platform, reducing manual administrative tasks. - **Instant auto-resolution and communication**: The solution often includes communication tools, such as chatbots, to provide real-time responses to common HR queries such as benefits, payroll, leave, policies, and more. - **Self-Service portal**: Employees can use the self-service portal to update personal information, request time off, view pay stubs, and access other HR-related services without HR intervention. - **Knowledge base**: An HR knowledge base is often integrated into the solution, offering a repository of frequently asked questions (FAQs), HR policies, and resources that employees can access independently. - **Ticketing system**: The solution assigns unique tickets to each HR request, allowing for efficient tracking, prioritization, and resolution of inquiries. - **Analytics and reporting**: HR professionals can generate reports and analyze data to identify trends, track ticket resolution times, and assess the performance of HR processes. - **Integration**: Integration capabilities with other HR systems (e.g., payroll software, time and attendance systems) and collaboration tools (e.g., email, messaging platforms) ensure data consistency and accessibility. ## The role of AI-Powered helpdesk solutions in employee retention The implementation of AI-powered helpdesk solutions can yield a wide range of benefits that ultimately lead to reduced employee turnover. By automating routine tasks, offering immediate answers to HR inquiries and providing insights into HR support needs and areas of improvement, they offer effortless support, save time for the HR teams and enhance the employee HR experience. \ \ Let’s see how they can help to increase employee engagement and better manage turnover. - **Elevating employee experience through automated support**: HR helpdesks offer efficient and user-friendly support, including chatbots and ticketing tools, allowing employees to solve their issues instantly, without the need to wait for hours while being unproductive. This reduces frustrations that derive from not being able to get the support they need, enhancing their satisfaction and loyalty while reducing turnover risk. - **Streamlining HR tasks with AI-powered automation**: AI-driven HR helpdesks automate repetitive HR processes, from offboarding to administrative tasks, reducing HR workload and errors, saving time, and allowing focus on important projects. - **Boosting collaboration with integrated HR helpdesks**: HR helpdesks that are integrated with collaboration tools, such as Slack and Teams, enhance communication among employees, HR and other stakeholders, improving HR process’ coordination and effectiveness, especially in managing employee turnover. - **Empowering employees with self-service HR tools**: HR helpdesks offer self-service options, including AI-powered chatbots, for instant answers. They thus reduce HR's routine workload and enable employees to have immediate assistance, making both parties more productive. - **Enhancing employee onboarding experience**: HR helpdesks improve the onboarding process with access to relevant information and resources, fostering new employee engagement and reducing turnover. - **Fostering HR knowledge sharing**: HR helpdesks facilitate knowledge sharing among HR support agents, HR teams and employees. They serve as knowledge repositories, enabling employees to easily find information they need while capturing turnover insights and trends to help HR departments address turnover challenges effectively. ## Improved satisfaction with Gaspar AI’s quick and accurate support Gaspar AI, a revolutionary AI-driven HR helpdesk platform, [seamlessly integrates with Slack, Microsoft Teams and Jira Service Management](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira), ushering in immediate employee support to mitigate corporate hurdles and elevate the employee journey. Our platform presents a holistic HR helpdesk solution enriched with distinctive features, including an intelligent chatbot, simplified employee onboarding, workflow automations, HR expert connectivity, self-service functionality, and the capacity to reduce HR support tickets. With Gaspar AI, HR operations are streamlined, and employees no longer need to wait hours or days for answers to their queries. They can access information swiftly, leading to increased job satisfaction and a sense of empowerment. \ \ Let’s see Gaspar AI’s unique features: - **ChatGPT-powered HR chatbot for instant and personalized support**: [our ChatGPT-integrated chatbot](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) stands ready to deliver immediate and personalized employee assistance. It automatically solves HR-related issues, such as time-off requests, and answers questions with information from the knowledge base, all within Slack, Microsoft Teams and Jira Service Management support portal. Our chatbot crafts human-like responses, and thanks to [advanced dialog management capabilities](https://www.gaspar.ai/blog/advanced-dialog-management-skills), employees can enjoy interactive conversations and ask clarifying questions until they get exactly what they need. They now independently address common HR requests, thereby diminishing the dependence on HR support and bolstering overall productivity. Employees can promptly and autonomously find answers to their HR-related queries, allowing HR teams to save valuable time as well. - **Effortless employee onboarding**: Gaspar AI offers workflow automation to [simplify the onboarding process](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute) for new hires, automating account creation, user provisioning, and introducing an AI knowledge companion to address their inquiries. This ensures that new employees become productive and experience support from their very first day. - **Automated ticketing**: In case an issue can’t be automatically resolved, Gaspar AI simplifies HR helpdesk ticket creation. The user fills in a simple form on Slack or MS Teams (depending where they are) and ensures intelligent routing to the appropriate HR teams. The process is tracked and can be reviewed on the chat platforms. This optimizes HR case management and ensures the efficient handling of HR inquiries. - **Reducing HR support ticket volume by 40%**: Harnessing the power of artificial intelligence and multiple integrations with commonly used apps and HR systems, Gaspar AI offers more than 100 automations to [autonomously resolve common HR issues](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob), effectively reducing the overall volume of HR support tickets. This empowers HR teams to focus on more complex and strategic tasks. ## Elevate employee experience, reduce turnover Adopting an AI-powered helpdesk solution offers a comprehensive approach to reducing employee turnover. By improving the employee support experience, boosting their satisfaction and enhancing productivity, it becomes a valuable asset in creating a thriving workplace. Investing in such a solution not only benefits employees but also strengthens your company’s overall stability and success. \ \ We encourage you to proactively address employee turnover by exploring Gaspar AI's platform. [Request a demo today](https://www.gaspar.ai/demo-request) to witness the transformation it can bring to your workplace. Don't let high turnover rates hold your business back; invest in a solution that empowers your workforce and sets your company on a path to success.
Adaptavist partners with Gaspar AI for unique Atlassian chatbot solutions
Thu Oct 05 2023
Gaspar AI partners with Adaptavist
## Service desk teams can reduce their manual work by up to 80% Founded in 2020, Gaspar AI uses an advanced LLM-trained chatbot to instantly auto-resolve up to 40% of recurrent team member requests without human involvement and without switching platforms or apps, including Slack, Microsoft Teams and Jira Service Management support portal. It includes integrations with more than 30 apps and enables 100+ automation to answer questions and make intelligent recommendations. Plus, deployment takes as little as 30 minutes. \ \ The platform also includes workflow automation to build templates and automate repetitive processes such as team member onboarding and offboarding. It means your service desk teams can create workflows for repetitive business processes and decide which apps, features and actions to enable without coding skills. This way, service desk teams reduce their manual work by up to 80%, freeing resources to focus on higher-priority projects. >_"Our partnership with Gaspar AI represents a significant advancement in our ITSM existing solutions portfolio. AI is vital for organisations looking to streamline their ITSM operations, enhance user satisfaction, and optimise resource allocation in an increasingly digital and demanding business landscape. Skilled IT personnel can dedicate their time to projects that have a more significant impact on the organisation, while at the same time, employees enjoy quick and accurate responses, receiving the same level of service quality regardless of the time of day or workload."_ >**Effie Bagourdi**, **Managing Director Nimaworks (Part of The Adaptavist Group)** The partnership between Adaptavist and Gaspar AI strengthens our existing portfolio and expands ITSM capabilities for enterprises. Our transformative ITSM and ESM services include licence sales, ITSM platform integrations and full ITSM solutions, all delivered by our expert Adaptavist Group consultancy teams. >_"Our partnership with Adaptavist marks a pivotal moment in our journey. Together, we're not just selling AI chatbots but delivering innovation and game-changing solutions that will empower large enterprises to thrive in today's AI era." _ >**Christos Karafeizis**, **CEO, Gaspar.ai** At Adaptavist, we believe in harnessing the power of the latest technologies to transform how organisations work. Gaspar AI uses the latest in AI technology to deliver better and quicker IT and HR support. For enterprises juggling different locations, time zones and hundreds of new team member tickets, Gaspar AI's automation workflow can offload the backlog and decrease your teams' manual work by 80%. >_"At Gaspar AI, our vision is to offer AI-powered and effortless service desk experiences that will increase employee productivity and allow service desk teams to focus on things that matter. Our collaboration with Adaptavist is a testament to our shared vision of a future where the latest AI technology transforms organisations and accelerates growth."_ >**Ash Arnold**,** CTO, Gaspar.ai** ### About Gaspar AI Gaspar AI is a Generative AI platform that transforms employee support. With an advanced LLM-trained chatbot, [it auto-resolves issues on Slack, MS Teams and the JSM support portal](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) in natural language and automates workflows. It allows service desk teams to streamline repetitive, manual processes while enabling employees to autonomously solve their issues, empowering them to be more productive and have a frictionless support experience. It integrates on top of Jira Service Management (Cloud and Data Center), ServiceNow, Freshservice, Ivanti and most ITSM platforms, and more than 30 software applications out-of-the-box to optimise your service desk operations. Gaspar AI offers the perfect mix of cutting-edge AI and human expertise for effortless employee support. \ \ For more information, [schedule a demo](https://www.gaspar.ai/demo-request) or contact us at sales@gaspar.ai ### About Adaptavist Adaptavist is a global technology and innovative solutions provider, helping organisations boost agility and overcome the challenges of digital transformation. Founded in 2005, its team spans over 750 employees globally, with an 18,000+ customer base representing more than half of the Fortune 500. \ \ Adaptavist supports customers with applications, consultancy, agile implementation, app integration, training, managed services and licensing solutions – through strong partnerships with Atlassian (a Platinum Atlassian Solutions Partner and a Platinum Marketplace Partner) as well as partnerships with Slack, Monday.com, AWS, GitLab, Aha!, and more. The company has been awarded the Queen's Awards for Enterprise and Deloitte's Technology Fast 50. \ \ Media Contact: adaptavist@wearetfd.com
AI chatbot for Confluence on the Jira SM portal
Thu Sep 28 2023
Xence - Your Confluence chatbot guru on Jira SM support portal
In the world of employee helpdesk support, where every second counts and knowledge is power, there's a new player on the scene that's changing the game. We are happy to introduce today Xence by Gaspar AI – the culmination of innovation, expertise, and a relentless pursuit of efficiency. With this groundbreaking chatbot, you can say goodbye to the days of endless searches and drawn-out support processes, and hello to instant, accurate solutions. ## Instant answers, zero hassle Imagine if employees could get answers to their queries the moment they log into the Jira SM support portal, without bothering your IT team. With Xence, this is now a reality: you can instantly answer 50% of employee questions on Jira SM without human intervention! Employees just ask our chatbot, which then accesses [Confluence](https://www.atlassian.com/software/confluence) and offers immediate, efficient, and top-notch assistance in the form of straightforward, human-like answers. The process is very simple: - Employees log into Jira SM. - They fire their burning work-related questions directly at our exclusive Xence AI chatbot. - Our chatbot answers with human-like responses of unmatched quality, with information from Confluence. - If needed, employees can ask clarifying questions and get additional details to enhance solution accuracy. To get a better idea of how Xence works, you can check out this [short demo video](https://youtu.be/u8O9Tieh0xI). ## A native, exclusive Confluence chatbot on Jira SM Xence is not just an AI chatbot; it's a masterstroke that seamlessly bridges Confluence, Jira SM and ChatGPT. It allows you to pluck precise information from your Confluence knowledge base without leaving your Jira SM support portal. No more tab-switching or endless searches through Confluence articles! And thanks to our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), we ensure that all responses are in everyday language, relevant and instant. Xence streamlines your workflow by seamlessly connecting these three essential tools. It's a level of integration that redefines efficiency. ## Jira SM portal, a hub of intelligent interactions With Xence, your Jira SM support portal turns into an intelligent interaction hub. It's about more than just creating tickets and answering questions; it's about revolutionizing your support approach. You will no longer constantly answer repetitive Q&As, allowing you to focus on the things that matter. With Xence’s ability to auto-resolve 50% of queries and offer round-the-clock support, you will reduce your manual work by 80% - we’re talking about unparalleled efficiency that will save time and money to your company. And what’s best is that you only need minutes to install it! \ \ Fast, accurate responses, seamless integration, no human intervention – that's Xence's promise. \ \ [Try it today](https://marketplace.atlassian.com/apps/1231831/xence?hosting=cloud&tab=overview) or [schedule a free demo](https://www.gaspar.ai/demo-request) and elevate your employee support operations and experience!
HR chatbot answering employee questions with personalized information
Tue Sep 26 2023
HR chatbot revolution with Gaspar AI's Personalized Info feature
In today's fast-paced world, we understand the importance of convenience and efficiency when it comes to accessing information about your employment. That's why we are thrilled to introduce the latest feature of Gaspar AI’s [HR chatbot](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob) – Personalized HR Info. Gaspar AI is evolving to become your go-to companion for all things HR-related, offering you quick and easy access to information tailored specifically to you. \ \ Ever wondered, "How many days of vacation do I have left” and dreaded the whole process of asking the HR team and getting an answer days after? \ \ Now, imagine having a friendly, responsive HR chatbot available to answer your questions and provide you with personalized information whenever you need it. Gaspar AI has once again raised the bar with its groundbreaking new feature. Whether you're curious about your remaining vacation days, sick leave allowance, or the latest time-off policies, Gaspar AI has you covered. ## Your time off, your way Gaspar AI enables you to inquire about your personal time-off details effortlessly. Simply ask Gaspar, our AI HR chatbot, questions like: - "How many days of vacation do I have left?" - "What is my sick leave allowance?" - "When was the last time I took some time off?" Gaspar AI will provide you with accurate and up-to-date information tailored to your specific employment situation, making it easier than ever to keep track of your work-life balance. No more digging through emails or paperwork to find the answers you need! ## Stay in the loop: know who's out of the office with ease Tired of scrolling through endless emails or spreadsheets to figure out who's out of the office today? \ Now, staying informed about your colleagues' availability is a breeze. With just a simple query to Gaspar, you can instantly access a list of who's out of the office, ensuring you're always in the know and can plan your day accordingly. ## Demystifying HR policies Understanding your company's time-off policies is essential for planning your days off effectively, but navigating the labyrinth of HR policies can be a daunting task. Gaspar AI can help you get a grip on your organization's policies with ease. Just ask Gaspar, our HR chatbot, and you'll receive comprehensive information that ensures you're always up to date with your organization's HR regulations. \ \ Some examples of information you can ask about include: - "What are the types of policies available for time-off?" - "Can you explain the procedure for requesting time off?" - "Are there any special policies for maternity leave?" ## Project status transparency: get a glimpse of your teammates to-do list No more digging through project management tools or bothering coworkers with questions about their tasks. With a simple request to our AI chatbot, you can now access your teammates to-do list and task status effortlessly. This feature not only fosters transparency but also promotes better collaboration, enabling you to stay in sync and work seamlessly together. Project management has never been this efficient! ## Unveiling the technology of our latest HR chatbot feature To offer you this revolutionary update that empowers users to effortlessly retrieve crucial HR information tailored to them, we had to take [our software](https://www.gaspar.ai/blog/how-ai-solves-support-issues) some steps further and perform several changes in the workflows. \ When an employee is asking a question, our internal ticketing system receives and sends the request to our AI, which now identifies that it is a question about private knowledge information sharing. We fetch the necessary data from your company’s applications and repositories. [Our AI](https://www.gaspar.ai/blog/gaspar-ai-mastery-for-it-automation) then consults ChatGPT to answer the question and sends it back to ticketing, which then provides a human-like, personalized response to the employee. Everything is hard coded so that we only give info to the specific user who is asking, based on their individual data. As for our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), we only give the data it needs to answer the question, and don’t keep them. ## The future of HR chatbot assistance With Gaspar AI's Personalized HR Info, you have access to a wealth of information that is tailored to your unique needs and employment situation. This feature is designed to [save employees time and reduce the hassle](https://www.gaspar.ai/blog/hr-helpdesk-for-employee-engagement) of HR-related inquiries. Whether you're planning a vacation or need to understand your company's policies better, Gaspar AI is here to help. \ We believe that this latest addition will revolutionize the way you interact with your HR department, making it more accessible and user-friendly: - **Efficiency**: No more digging through emails or HR documents. Gaspar AI provides quick and accurate answers, saving you time and effort. - **Compliance**: Stay compliant with your organization's HR policies by having the latest information at your disposal. - **Peace of mind**: Gaspar AI's personalized HR information feature ensures you're always aware of your time-off allowance, eliminating any last-minute surprises. Say goodbye to the days of waiting for email responses or navigating complex HR portals – Gaspar AI is your 24/7 HR chatbot assistant, ready to help you at a moment's notice. [Schedule a demo](https://www.gaspar.ai/demo-request) to experience the future of HR assistance first-hand!
Employee chatbot with Dialog management capabilities
Fri Sep 22 2023
Employee-chatbot conversations redefined with new dialog capabilities
Imagine you're at work, you want to take some days off and decide to ask the company's chatbot about it. You ask, "Hey Bot, what's the time-off policy?" The chatbot delivers a prompt response, "Your vacation days’ number depends on your length of employment, and you can take them all at once or per month." Ecstatic, you decide to dig deeper, "Great! And how are the days calculated with regards to my length of employment?" To your astonishment, the bot's digital gears grind to a halt, and it responds, "My favorite color is blue. What's yours?" You can't help but scratch your head in disbelief. It turns out, your company’s chatbot might be the best at one-liners, but when it comes to a real conversation, it's more like a comedy show than a helpful chatbot! \ \ When your employee support relies on an AI-powered platform to solve IT & HR issues more quickly and efficiently, having a chatbot that employees want to use and talk to is essential. That's why our employee support chatbot is taking a significant leap forward with its new feature – advanced Dialog Management capabilities. ## What is Dialog Management? Advanced Dialog Management is a sophisticated system integrated into our chatbot that allows for more natural and human-like interactions between employees and the bot. It is responsible for the state and flow of the conversation, and for multi-turn interactions. It allows us to control how the bot navigates between tasks, i.e., how it behaves when required to pause a particular task, switch intent, complete a different task, and then return to the original user request without losing context. Thus, it enables the chatbot to comprehend and manage complex dialogues, offering a seamless and efficient support experience. ## Why is Dialog Management important? Dialog management is essential for maintaining context and guiding dynamic conversations. It allows for flexibility and customization options and empowers the chatbot to deliver engaging and coherent conversational experiences to users. **Enhanced user experience**: Traditional chatbots often struggle with understanding nuanced queries or maintaining context during a conversation. Dialog Management bridges this gap, ensuring that employees feel heard and understood, thus enhancing their experience. **Improved problem-solving**: The chatbot can now ask and answer clarifying questions, dig deeper into the issue, and provide more accurate solutions, reducing frustration for employees. **Faster issue resolution**: With the ability to manage complex dialogues, the chatbot can pinpoint issues more accurately and provide quicker solutions. This means less downtime and increased productivity for your workforce. **Reduced help desk workload**: Help desk teams often face a high volume of routine queries. Our advanced Dialog Management allows the chatbot to handle more of these routine tasks, freeing them up to focus on more strategic initiatives. ## How does it work? Our chatbot leverages Natural Language Processing (NLP) and machine learning algorithms to understand the intent behind each user query. It uses this understanding to maintain context, ask follow-up questions when necessary, and provide relevant solutions from your internal repositories and knowledge base. ## Dialog mastery for enhanced help desk operations and experiences Advanced Dialog Management capabilities in Gaspar, our employee support chatbot, signify a major leap in providing exceptional support to your workforce. It's not just about solving technical issues but also about ensuring a positive, efficient, and user-centric experience. By investing in this technology, you're not only optimizing your help desk support operations but also empowering your employees to work seamlessly and productively. \ \ Upgrade your IT and HR support today and witness the transformation it brings to your company. [Schedule a demo](https://www.gaspar.ai/demo-request) with us and see Gaspar’s human-like conversations in real time!
Gaspar AI integrates with Coda for better knowledge management
Fri Sep 15 2023
Gaspar AI teams up with Coda for excellent knowledge sharing
Knowledge is a superpower, but it's often hidden in complex and siloed systems. That's where Gaspar AI comes in – it gathers all your info and gives employees the right answers quickly, so they can get things done faster! \ \ By integrating with multiple knowledge bases, Gaspar AI deflects tickets by providing accurate information from solution articles. [Gaspar, our AI chatbot](https://www.gaspar.ai/blog/ai-employee-help-desk-software), responds to employee questions in natural language on Slack, MS Teams or the Jira SM support portal. It gives them exactly the info they need in a human-like way. Should they need more clarifications, they can keep up the conversation until they have everything they want: Gaspar is highly interactive and conversational! ## Why a knowledge base – chatbot integration matters in employee support? With an integrated knowledge base and chatbot platform, companies can provide comprehensive yet efficient support to their employees. It enables businesses to make the most of their self-service platform and extend it with a chatbot that interacts with end users in real time on the communication platform of their choice. \ \ By leveraging this knowledge and making it accessible, businesses will be able to quickly resolve employee queries without having to rely on human agents for mundane tasks. Companies that have knowledge base-chatbot integration in place will find themselves better equipped to provide fast and accurate answers and swift issue resolution, leading to improved employee experience, increased productivity, and higher operational efficiency. \ \ Therefore, when it comes to AI-powered employee support platforms, the more knowledge base apps they integrate with, the better. It means that they can address the needs of most companies, guaranteeing better and effortless employee support. \ \ Gaspar AI already integrates with [Confluence](https://www.gaspar.ai/blog/optimize-your-knowledge-management-with-confluence-and-gaspar-ai-integration), Sharepoint, ServiceNow, HelpJuice, Notion, Dropbox. Today, we welcome Coda docs in our Gaspar AI family! ## Coda & Gaspar AI: a powerful duo for knowledge optimization By integrating Gaspar AI with Coda, companies can effortlessly convert knowledge from their Coda documents into accurate solutions to employee support requests. Gaspar AI can also help create and optimize solution articles. ### Effortless content retrieval Say goodbye to endless scrolling through documents and folders. Gaspar AI quickly scans your Coda knowledge base and retrieves information. Our Virtual Agent uses this knowledge to resolve an internal request in seconds, providing the precise info employees are looking for, in a human-like answer. This reduces the helpdesk’s repetitive, manual work, and allows employees to go on with their work immediately. ### Knowledge enrichment Thanks to the Proactive Insights feature, companies get data about the most common employee questions and issues. They can thus identify information gaps and start creating relevant solution articles or update the existing ones, keeping the knowledge base dynamic and up-to-date. Helpdesk teams will be happy to know where to focus their knowledge base efforts, and employees will be satisfied to have accurate information. \ \ Gaspar AI's integration with Coda elevates the way businesses harness their collective intelligence, making knowledge easily accessible, organized, and actionable. It enables companies to have faster and frictionless employee support, increases efficiency and reduces manual work. Gaspar AI ensures that knowledge remains your most potent asset, ready to drive your success. \ \ Ready to give Gaspar AI a try? [Schedule a demo](https://www.gaspar.ai/demo-request) and see the magic in action!
Balancing AI and Human Agents in IT Support Solutions
Wed Sep 13 2023
AI vs. Human: striking the right balance for IT support with feeling
With AI-powered solutions gaining traction in IT support, you might be concerned that we are moving towards a rational, tech-overwhelmed help desk of the future, lacking any emotional connection. \ \ Truth is, as AI takes center stage in the IT world, finding the right balance between AI-driven automation and genuine human interaction is crucial for creating meaningful employee experiences. AI has certain limitations that make human agents invaluable, and both have many advantages to offer in IT support. The question is: how do we find a balance that leverages the strengths of both AI technology and human agents? \ \ In this blog post, we will delve into the role of AI and human agents in modern IT support and explore how to strike the right balance for optimal results. ## The rise of AI in IT Support solutions AI has made significant inroads into IT support, and for good reasons: - **Speed and efficiency**: AI can process and resolve routine queries and issues at lightning speed, ensuring minimal downtime and quick resolutions for employees. - **Consistency**: AI consistently provides accurate responses, reducing the variability that can occur when relying solely on human agents. - **Scalability**: AI can handle an increasing volume of support requests without the need for additional human resources, making it scalable as businesses grow. - **Cost savings**: By automating repetitive tasks, AI can significantly reduce operational costs associated with IT support. - **Data-driven insights**: AI can analyze support data to identify trends, patterns, and areas for improvement, aiding in proactive issue resolution. \ \ With this in mind, AI-based IT support solutions are particularly good for: \ - Answering users' frequently asked questions, thanks to their 24/7 availability. - Perform repetitive tasks that do not require complex reasoning, - Collect preliminary information from users and then refer them to the most appropriate human operator. - Provide basic support and troubleshooting, such as for frequent employee problems. ## Limitations of AI tools in service desk operations It's important to acknowledge that AI-powered solutions also come with certain limitations that companies need to be aware of. - **Lack of human empathy**: AI tools lack the ability to genuinely empathize with users. While they can provide standardized responses, they cannot fully understand or address the emotional aspects of user frustration or stress. - **Inability to handle complex scenarios or ambiguous questions**: AI tools excel at handling routine and well-defined tasks but may struggle with complex, non-standard issues that require human judgment and creativity. - **Dependency on training data**: The effectiveness of AI tools heavily relies on the quality and diversity of training data. If the data used is biased or limited in scope, it can lead to skewed results and inaccurate responses. - **User learning curve**: Introducing AI tools to IT support may require users to adapt to new interfaces or procedures, potentially leading to a learning curve and resistance to change. - **Cost of implementation**: While AI tools can ultimately lead to cost savings, the initial investment in developing and integrating AI systems can be substantial. Small and mid-sized businesses may face financial barriers to adoption. ## The human touch in IT support While AI offers numerous advantages, human agents bring essential qualities to the table: - **Complex problem solving**: They excel at addressing intricate and non-standard issues that require creativity, and critical thinking. - **Empathy and understanding**: Human agents can empathize with employees who may be frustrated, anxious, or upset due to technical issues, offering emotional support and understanding during challenging situations. Empathy and understanding can go a long way in improving the overall user experience. - **Adaptability**: Human agents can adapt to dynamic and unpredictable scenarios, ensuring that unique issues are resolved effectively. \ \ However, they also have limitations, which is also the reason why AI is gaining ground: \ - **Limited availability**: Human agents work within set hours, and their availability may not align with the needs of users in different time zones or those requiring assistance outside of regular business hours. - **Human error**: Despite their expertise, human agents are prone to errors, which can include misdiagnosing issues, providing incorrect information, or overlooking critical details. - **Scalability challenges**: As the volume of support requests grows, relying solely on human agents can be cost-prohibitive and may lead to longer response times and reduced support quality. - **Resource Intensive**: Training and retaining skilled IT support professionals can be resource-intensive for companies, with ongoing costs associated with recruitment, training, and employee turnover. ## IT support with emotion: striking the right balance between AI and Humans The key to optimizing IT support lies in finding the right balance between AI and human agents. Here's how to achieve it: - **Clearly defined roles**: Use chatbots as the first level of assistance to reduce the workload of help desk teams. AI should handle routine tasks, while human agents focus on complex issues and personalized support. - **Seamless integration**: Ensure that AI and human agents work in harmony by integrating AI tools into the support workflow. This integration should be transparent to employees, they should be able to move seamlessly from one channel to another and issue history should be shared. - **Regular feedback loops**: Establish feedback mechanisms to continuously improve AI algorithms and human-agent performance based on user feedback and support data. - **Use AI for proactive support**: Identifying problems before they arise can significantly improve user experience and productivity. As human agents struggle to analyze large datasets and identify patterns that could inform proactive support strategies, AI is your best ally. - **Training and upskilling**: Invest in training and upskilling your human agents to ensure they stay relevant in an AI-driven environment. - **Flexibility**: Be prepared to adjust the balance as your organization evolves and as AI technology advances. ## Gaspar AI, the perfect blend of cutting-edge AI and human expertise With Gaspar AI, you can provide seamless digital workplace support that perfectly mixes the finest aspects of human expertise with the capabilities of AI technology. Gaspar, our cutting-edge Virtual Support Agent, automatically answers employee inquiries and resolves their requests, delivering personalized solutions within mere seconds. This not only enhances employee retention, satisfaction, and productivity but also contributes to driving positive business outcomes. \ \ It blends the best of AI technology with the best of human experience: a chatbot that is trained on advanced LLMs to accurately solve employee queries, with the option to easily create a ticket which will be automatically routed to the right human agent when auto-resolution is not possible. \ \ What’s best is that it does not require any special skills from employees and service desk teams to be used: the chatbot is added on Slack, MS Teams or Jira SM support portal, employees interact with it in their everyday language, and the whole support process happens on these platforms. And if you are afraid to ask about the implementation costs, fear not! With our low-cost pricing, which offers discounts depending on the number of monthly users, Gaspar AI is suited even for small businesses that want to enter the AI-powered era. \ \ If you’d like to learn more, you can [schedule a demo](https://www.gaspar.ai/demo-request) and explore the world of perfectly balanced and efficient IT support.
Using Artificial intelligence in an ethical way for good business and social well-being
Wed Sep 06 2023
Transforming society one AI algorithm at a time
In a world brimming with technological advancements, Artificial Intelligence stands out as one of the most transformative innovations of our time. Beyond its capabilities in revolutionizing industries and simplifying daily tasks, AI has also shown its potential for social good. From disaster response to climate change mitigation and healthcare accessibility, AI is emerging as a powerful tool to address pressing societal challenges. However, as we embark on this journey, it's essential to keep a watchful eye on the ethical considerations that come with it. \ In this blog post, the last in our [#ethicalAI series](https://www.gaspar.ai/blog/paving-the-path-to-responsible-innovation-and-ethical-ai), we'll explore the inspiring examples of AI being used for social good and delve into the critical ethical considerations involved. ## AI in disaster response Disasters, whether natural or man-made, can have devastating consequences. AI has proven to be a game-changer in disaster response, aiding organizations in mitigating damage and saving lives. For instance, predictive analytics and machine learning algorithms can analyze historical data to forecast natural disasters like hurricanes, earthquakes, and wildfires with greater accuracy. This enables authorities to issue timely warnings, evacuate vulnerable areas, and allocate resources efficiently. \ Additionally, during and after a disaster, AI-powered drones and robots can navigate hazardous terrain to search for survivors and assess damage, minimizing the risk to human responders. These innovations showcase the incredible potential of AI to improve disaster preparedness, response, and recovery. ## AI in climate change mitigation The urgency of addressing climate change requires innovative solutions, and AI is at the forefront of this battle. One notable application is in energy optimization. AI algorithms can analyze vast datasets to optimize energy consumption in buildings, factories, and transportation systems. By making these processes more efficient, AI can reduce greenhouse gas emissions and contribute to a sustainable future. \ Furthermore, AI can enhance our understanding of climate change by processing and interpreting climate data, helping scientists make more accurate predictions and formulate effective mitigation strategies. AI can also assist in monitoring deforestation, tracking wildlife movements, and managing water resources, all vital components of preserving our planet's delicate ecosystems. ## AI for Healthcare accessibility Access to quality healthcare is a fundamental human right, yet millions of people worldwide lack it. AI has the potential to bridge this gap by improving healthcare accessibility, especially in underserved communities. Telemedicine powered by AI enables remote consultations and diagnosis, extending healthcare services to remote areas. \ Machine learning models can analyze medical data to detect diseases at an early stage, aiding in timely intervention. Moreover, AI can enhance drug discovery, making the process faster and more cost-effective, potentially leading to breakthrough treatments for diseases that disproportionately affect marginalized populations. ## AI changing business processes for the better In addition to its impact on disaster response, climate change mitigation, and healthcare accessibility, AI is also revolutionizing business processes in ways that promote societal well-being. By optimizing operations, enhancing customer experiences, and driving innovation, AI is not only benefiting companies but also contributing to a more efficient and ethical business landscape. ### - Streamlined operations Efficiency is the cornerstone of successful businesses, and AI is becoming an indispensable tool for streamlining operations. For instance, supply chain management, a critical component of many industries, is being transformed by AI-driven predictive analytics. Companies can use AI algorithms to forecast demand, optimize inventory levels, and identify potential disruptions in the supply chain, reducing waste and ensuring goods are delivered on time. \ Another example is AI-driven automation, which can handle repetitive, time-consuming tasks with precision. This frees employees to focus on more creative and value-adding tasks, leading to higher job satisfaction and innovation. ### - Enhanced employee and customer experiences Employee and customer satisfaction is a key driver of business success, and AI is playing a significant role in enhancing these operations and experiences. Chatbots, powered by natural language processing and machine learning, provide immediate and accurate responses to employee and customer inquiries, improving support efficiency and accessibility. ## Ethical considerations in AI for Social Good While AI offers immense promise for social good, it is not without its ethical challenges. We must tread carefully to ensure that AI developments align with human values and global well-being. Here are some crucial ethical considerations, that we analyzed in our previous #EthicalAI blog posts: ### - Bias and fairness AI algorithms can inadvertently perpetuate biases present in training data. It's essential to actively mitigate bias and ensure fairness in AI systems, especially in applications like criminal justice, hiring, and healthcare. ### - Privacy As AI collects and analyzes vast amounts of personal data, [privacy concerns](https://www.gaspar.ai/blog/ai-and-privacy-preserving-individual-rights-in-the-age-of-data) become paramount. Proper data protection and consent mechanisms must be in place to safeguard individuals' privacy. ### - Accountability and transparency Clear [accountability and transparency](https://www.gaspar.ai/blog/ethical-considerations-for-algorithmic-design-to-build-trustworthy-ai) are essential in AI systems. Developers and organizations must take responsibility for the outcomes of their AI applications. ### - Job displacement While AI can create new opportunities, it may also displace certain jobs. Society must prepare for workforce transitions and ensure that displaced workers have access to retraining and education. ### - Security and misuse AI can be exploited for malicious purposes, such as deepfake technology used for misinformation. Robust security measures and ethical guidelines are necessary to prevent misuse. ## Advancing societal well-being through ethical AI innovation The harnessing of AI for social good represents a remarkable leap forward in our collective ability to address some of the world's most pressing challenges. Whether it's aiding in disaster response, fighting climate change, streamlining business operations, or improving healthcare accessibility, AI's potential is vast and inspiring. However, it's crucial that we leverage AI with ethical considerations at the forefront. \ By ensuring that AI developments align with human values and global well-being, we can harness the true power of AI to create a better, more equitable world for all.
Gaspar, the AI chatbot within our employee helpdesk platform
Wed Aug 30 2023
Gaspar AI’s employee helpdesk: the ideal back-to-work gift
As the summer sun sets and the work desks beckon, you gear up for the inevitable post-holiday tech frenzy. Employees returning from vacation often find themselves grappling with tech-related issues, from forgotten passwords to baffling software glitches. It's no secret that the return to work can be a bit overwhelming. But what if there was a way to make this transition smoother and more exciting? Enter Gaspar AI employee helpdesk – the perfect back-to-work gift that promises to revolutionize internal support for your employees. ## Unveiling Gaspar AI: your employee helpdesk's new best friend If you've ever wished for a magic wand to resolve all your IT and HR support woes, Gaspar AI might just be the enchanting solution you've been waiting for. [Gaspar AI](https://www.gaspar.ai) is an innovative and cutting-edge AI-powered employee helpdesk that's designed to redefine the way internal support operates. With its intuitive interface and intelligent capabilities, Gaspar AI is here to transform mundane tech hiccups into swift problem-solving experiences. Gaspar, [our AI chatbot built for Slack, MS Teams and Jira SM support portal](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira), automatically and instantly resolves 40% of employee requests without human involvement. It uses a Large Language Model to learn and produce text and has Natural Language Understanding to comprehend user intent and context. Employees simply chat with Gaspar on [Slack](https://www.gaspar.ai/slack-integration), [MS Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support) or Jira SM portal in everyday language. The AI bot resolves requests instantly thanks to numerous integrations with different apps, or deflects tickets through solution articles from your knowledge base. When employees receive prompt and tailored assistance, their engagement and enthusiasm skyrocket. This, in turn, leads to amplified employee productivity, elevated job satisfaction, and a noticeable boost in business ROI. ## Benefits galore: Why your employees will love Gaspar AI ### 1. User-friendly interface Gaspar AI's employee helpdesk is designed with the end-user in mind. This is why our chatbot has been designed to natively fit and work right where your employees are: on Slack, MS Teams or [Jira Service Management support portal](https://www.gaspar.ai/blog/auto-resolve-issues-with-jira-service-management-and-gaspar-ai-integration). This means your employees won't have to spend precious time trying to navigate complex IT jargon – Gaspar AI makes tech support accessible to everyone. ### 2. Instant assistance Picture this: an employee walks into the office after a relaxing vacation, only to find their computer acting up. Gaspar AI is like having an expert IT professional at their beck and call 24/7. Our AI chatbot interacts with them like a human agent and resolves their requests in seconds. And in case our Virtual Agent can’t solve their issue, they can create a ticket directly on Slack or MS Teams without having to switch applications. Then, it will automatically sync with the ITSM portal and be routed to the most suitable human agent. ### 3. Time-efficient solutions In the fast-paced world of business, time is money. Gaspar AI understands this implicitly and automates routine processes and tasks, such as password resets or software licensing. By swiftly diagnosing issues, delivering accurate solutions and auto-fulfilling workflows, it ensures that your employees can focus on what truly matters – their work – eliminating frustrating downtimes. ### 4. Human-like dialogs and expertise [Our Chat-GPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) ensures that employees can engage with Gaspar, our AI chatbot, in everyday language, and that the answers will be accurate, specific and natural. Thanks to advanced dialog flow capabilities, they can keep the conversation going and enhance solution accuracy by asking for additional details – Gaspar will keep up with them! ### 5. Round-the-clock availability Post-holiday blues can strike at any hour, and so can technical glitches. Gaspar AI's employee helpdesk is available 24/7, ready to tackle problems whenever they arise. No more waiting until the IT team is back in the office – help is always at hand. ### 6. Personalized experience Gaspar AI isn't just a chatbot spouting generic advice. It learns and adapts to the unique environment of your company, offering personalized solutions that align with your systems and processes. It integrates with your knowledge base and internal repositories, providing answers straight from your internal sources. Consequently, employees will get the right information for their queries at the right time. ### 7. Seamless onboarding and training New hires joining the team as you return to the office? Gaspar AI's employee helpdesk makes their integration smoother. It makes their [onboarding process faster ](https://www.gaspar.ai/blog/how-to-complete-employee-it-onboarding-in-under-one-minute) by automating their account creation and licensing software as needed, allowing them to hit the ground running without overwhelming the IT and HR department. ## The ultimate after-summer gift: why Gaspar AI takes the crown As summer winds down and the work rhythm picks up, gifting Gaspar AI to your employees can be a game-changer. Here's why it's the ultimate post-holiday present: ### - Smooth transition Returning to work after a vacation can be a bumpy ride, but Gaspar AI ensures that your employees' tech-related hurdles are smoothed out, making their transition seamless. ### - Productivity surge When tech issues are swiftly dealt with, productivity soars. By equipping your team with Gaspar AI's employee helpdesk, you're setting the stage for a highly efficient work environment. ### - Boosting morale By showcasing your commitment to your employees' productivity, you show them how much you value their time and want to make their work lives easier, instantly boosting their morale. When employees receive quick and accurate support, they will be happier and motivated to work with your company for a long time. This can lead to improved employee retention and a better overall company culture. ### - Future-ready operations Embracing AI-driven solutions isn't just a trend – it's the future. Gifting Gaspar AI demonstrates your company's forward-thinking approach to technology and innovation. ## Gaspar AI, more than just an employee helpdesk In a nutshell, Gaspar AI isn't just an employee helpdesk for IT and HR issues; it's a game-changing tool that empowers your employees, enhances productivity, and makes the return to work a delightful experience. As you gear up to welcome your team back after the summer break, consider the invaluable gift of Gaspar AI. Revolutionize your employee helpdesk, enhance your employees' work lives, and set the stage for a productive and tech-savvy future. If you want to explore the wonders of Gaspar AI you can [schedule a demo](https://www.gaspar.ai/demo-request) and witness the transformation firsthand. Remember, the return to work doesn't have to be daunting – not when Gaspar AI is by your side.
Traditional service desk and AI chatbot
Tue Aug 01 2023
Why employees don't use the traditional service desk
In today's fast-paced corporate world, where efficiency is the name of the game, employees expect seamless and prompt solutions to their workplace challenges. However, the traditional service desk, once hailed as the bastion of problem-solving, seems to be falling out of favor with modern workforces. Instead, a revolutionary alternative has emerged - Artificial Intelligence (AI) service desks. \ \ In this blog post, we will delve into the reasons why employees are turning away from conventional service desks and embracing AI-powered alternatives that promise to revolutionize the way we handle workplace support. ## The inefficiency of traditional service desks While traditional service desks have been the norm for decades, employees are reluctant to use them. Ever wondered why? ### Slow response and resolution times Time is of the essence, and employees know it better than anyone. The conventional service desk often leaves them hanging on the line, trapped in long waiting queues, drowning in a sea of emails or dealing with redundant ticketing systems. This archaic approach not only causes frustration but also disrupts productivity. To emphasize this, since the pandemic, the Mean Time to Resolution has further increased from 6.18 to 9.72 hours! These lengthy wait times for issue resolution, along with the lack of proactive communication and updates lead to such low use of the traditional service desk. ### Limited accessibility and availability Modern business knows no bounds, and time zones are rendered obsolete. However, traditional service desks are constrained by operating hours and limited availability. In a globalized work environment, employees need support at any time, be it late at night or during holidays. Work doesn't always adhere to a 9-to-5 schedule: traditional service desks might not be equipped to provide round-the-clock support, leaving remote or distributed teams stranded during critical situations. ### Lack of user-friendly interface The complexity of traditional service desk systems poses a significant challenge for employees trying to navigate through convoluted menus and interfaces. This complexity leads to a steep learning curve for new users, who must invest considerable time and effort to grasp the system's functionalities. Moreover, the frustration caused by difficult navigation and complex workflows further exacerbates the problem, making employees reluctant to engage with the service desk ### Impersonal and Inefficient Communication Traditional service desks often struggle with personalizing interactions. Employees may have to repeat information multiple times, leading to frustration and poor user experience. Moreover, without access to the context of previous interactions, service desk agents may struggle to understand the full scope of the issue, leading to longer resolution times, or repetitive steps: imagine having to explain the same issue to different service desk agents repeatedly. The monotony of providing account information or recounting the problem from scratch is a major turn-off for employees seeking support. \ \ Inadequate self-service options also pose an issue that leads to low use: traditional service desks tend to operate in a top-down approach, with employees being passive recipients of assistance. In the age of instant gratification though, employees are increasingly self-reliant and prefer finding solutions independently. With the internet at their fingertips, they can quickly search for knowledge bases, FAQs, and online communities to troubleshoot their problems without having to wait for assistance. Traditional service desks can feel redundant when employees can find answers with a simple Google search. ### Ineffective knowledge management Traditional service desk systems often struggle to efficiently capture, organize, and update the vast amount of information required for resolving various issues. As a consequence, employees frequently encounter outdated or irrelevant solutions, leading to frustration and wasted time. The lack of a robust knowledge base also hampers self-service capabilities, as employees may not find the information they need to troubleshoot problems independently. ## The AI alternative: welcome the intelligent Virtual Agents Enter the world of AI-powered intelligent virtual agents (IVAs). These smart and intuitive systems are reshaping the way employees seek assistance and support. Here's how they address the limitations of traditional service desks described above: ### Instant access and faster response times IVAs provide real-time support, ensuring that employees receive assistance precisely when they need it. With AI's lightning-fast capabilities, IVAs can analyze queries instantly and offer relevant solutions without delays. Employees can now receive immediate responses and resolution to their queries, thereby boosting efficiency and morale. ### Beyond boundaries - 24/7 availability IVAs can operate tirelessly, providing support around the clock. Employees, no matter their location or time zone, can rely on IVAs for immediate assistance whenever they require it, significantly reducing downtime and optimizing productivity. ### Empowering self-service capabilities AI chatbots excel at promoting self-service by integrating with knowledge bases and learning from past interactions. This means employees can access information quickly and independently, boosting their productivity and confidence. By offering a plethora of self-service options, such as knowledge bases and AI-driven FAQs, employees can take charge of their problems, fostering a sense of autonomy and pride in resolving issues on their own terms. ### Enhanced personalization and contextual understanding AI-powered IVAs leverage natural language processing and machine learning to understand employees' queries contextually. This enables them to deliver personalized responses and draw upon previous interactions, making the support experience seamless. And regarding repetition, AI alternatives employ sophisticated algorithms that store and analyze historical data, ensuring that employees are spared the tedium of repeating themselves. This not only saves time but also enhances the overall experience, making employees feel valued and understood. ### Intelligent knowledge management AI-powered alternatives leverage advanced natural language processing and machine learning to quickly access and learn from a comprehensive knowledge repository. This ensures that up-to-date and accurate information is readily available to employees, boosting their confidence in the support system. Moreover, they can help in optimizing and keeping the knowledge base updated by offering data on the questions employees ask, defining the most critical ones. ## The future lies in AI-powered intelligent Virtual Agents The writing is on the wall - traditional service desks are losing their luster, and the future of workplace support lies in the realm of AI-powered alternatives. The reasons for this paradigm shift are evident: the need for immediate responses and effective knowledge management, the burden of repetition, the desire for self-reliance, and the allure of 24/7 availability. Employees demand faster, personalized, and always-available support. The adoption of AI is not just a trend; it's a transformative step towards empowering both employees and businesses alike. \ \ AI service desks epitomize efficiency, convenience, and empowerment, setting the stage for a more productive and contented workforce. As the world hurtles towards a digital frontier, embracing these intelligent innovations is not only a choice but a necessity. So, the question is: are you ready to join the AI revolution and redefine the way we support our employees? \ \ If you are, let’s [schedule a demo](https://www.gaspar.ai/demo-request) to discuss how your company can benefit from Gaspar AI’s cutting-edge AI platform. The future is here, and it’s intelligent!
Getting ready for the AI chatbot transformation
Tue Aug 01 2023
Conversational AI: are you ready for IT?
Chatbots and AI platforms are by far the one tool most companies want to invest in nowadays. 46% of IT professionals are actively researching AI solutions, while 62% consider implementing AI in the form of chatbots for ITSM. \ Since the pandemic, the volume of interactions handled by conversational agents increased by 250%. Worldwide spending on AI-Centric systems is forecasted to reach $154 Billion in 2023 and increase to more than $300bn in 2026. \ The data is unquestionable: we live in the AI transformation era. This cutting-edge technology is revolutionizing the way businesses handle user queries, troubleshoot technical issues, and deliver seamless IT support. AI technology is progressing extremely fast, which begs the question: are you really ready to embrace it? Does your company and IT team have what it takes to reap its benefits and optimize their operations? \ Let's take a step back and explain this AI transformation. What does it entail, what are the best practices for companies to successfully implement it, what are the main challenges, and what are the key elements of good AI applications. ## Conversational AI: The game-changer for IT support Conversational AI is an umbrella term encompassing various AI-driven technologies like chatbots, virtual assistants, and natural language processing. These technologies enable computers to understand and respond to human language, effectively simulating human-like interactions. In the realm of IT support, this means faster, more accurate responses, and a more efficient employee experience. \ \ AI transformation involves strategically integrating and deploying artificial intelligence solutions into a business infrastructure to boost operational efficiency. The central idea is to replace manual, repetitive tasks with advanced AI systems that optimize performance, streamline processes and provide 24/7 assistance. Employees no longer have to wait for an available agent, and simple queries can be addressed immediately, freeing human agents to focus on more complex tasks. \ \ One can easily understand the benefits of AI for business: - **Enhanced employee experience**: Conversational AI offers personalized, instant support, creating a positive and seamless experience. - **Increased efficiency**: Automated responses and issue resolution reduce resolution times, boosting operational efficiency. - **Cost savings**: With reduced dependency on human agents for basic queries, businesses can save on labor costs. Shorter resolution time also means fewer resources attached to issues and thus lower costs. - **Scalability**: Conversational AI can handle multiple conversations simultaneously, accommodating growing user demands without added overhead. But there is one big challenge in the road to company AI adoption. ## The challenge in AI transformation lies in the people-intensive nature of employee support Currently, employee support heavily relies on human intervention, resulting in prolonged waiting periods for assistance. Lengthy manual processes and uncertainty about the appropriate channels for help often compound the issue. \ Moreover, AI accuracy and understanding adds to the challenges. Ensuring AI comprehends the nuances of human language and provides accurate responses remains critical. Conversational AI may also handle sensitive information, making data security and privacy critical considerations. \ \ How does a company move from people-intensive support to balanced, safe, accurate, AI support? ## The road to successful AI implementation Successfully managing AI transformation for any organization is a significant undertaking. It demands a well-thought-out combination of various elements, meticulously designed to synergize and function harmoniously. 1. **Define clear objectives**: establish specific goals and outcomes you want to achieve with Conversational AI in your IT support system. 2. **Start small and iterate**: Begin with pilot projects, test the system, gather feedback, and make iterative improvements. 3. **Monitor and measure performance**: Track key performance metrics to assess the AI's effectiveness and user satisfaction. 4. **Provide human escalation**: Offer an easy way for users to escalate to human support when necessary, ensuring employee confidence. 5. **Boost employee adoption**: communicate the benefits employees get with AI, provide multilingual support, and integrate AI across various channels like chat platforms, web, and phone support. ## Key elements of a robust AI transformation In order for an AI application to succeed in your company and transform the way you offer employee support, you must ensure it has the following: #### Analytics Any good AI platform should offer data to enable you to monitor its performance and evaluate its effectiveness. This will help you identify improvement opportunities for both AI systems and human workflows, and discover new areas for AI automation. #### Workflow automation This aspect focuses on optimizing business processes by automating and streamlining tasks, implementing AI-based routing, and triggering existing workflows across enterprise systems. #### Security Emphasis is placed on safeguarding infrastructure through data masking, implementing stringent security measures, obtaining multiple certifications, ensuring data residency compliance across continents, and maintaining FedRAMP compliance. #### Content finding and creation This involves efficiently searching and summarizing knowledge, FAQs, documents, and files from multiple sources, as well as authoring new content based on existing enterprise data. #### Advanced AI features It is critical for your AI tool to have advanced and updated features, such as a reasoning-based architecture powered by GPT models, fine-tuned LLMs grounded in enterprise data, and domain-specific capabilities (e.g. IT, HR), to enhance AI performance. #### Integrations This encompasses establishing deep, enterprise-wide connections, including permissions and live ingestion, with every enterprise system. The AI app you will choose must support integrations with multiple software vendors. ## So, are you ready for IT? Conversational AI is reshaping the landscape of IT support. Its ability to transform employee experiences, increase efficiency, and save costs is propelling it to the forefront of modern business practices. \ \ If you want to embrace Conversational AI and take your IT support to new heights, Gaspar AI is your best option. With a robust AI chatbot, automated workflows, proactive insights and analytics, and most importantly expert guidance and support, it covers everything you need for a successful AI transformation in your company. You can [contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request) to discuss how we can help you navigate this AI transformation era and get everything positive it has to offer.
Tips to consider and questions to ask when doing a demo for a Conversational AI platform
Tue Jul 18 2023
5+1 expert tips to master your next Conversational AI platform demo
Since the launch of ChatGPT, Conversational AI platforms have become increasingly popular for businesses looking to boost IT support, enhance employee interactions and streamline operations. These platforms leverage artificial intelligence and natural language processing to enable more dynamic and personalized conversations. More importantly, they can reduce manual and repetitive work, increase productivity and save your company tons of money, while increasing your employees’ satisfaction. If you're evaluating different Conversational AI platforms for your company, asking the right questions during a demo is crucial to make an informed decision. This is why in this blog post we will outline the six essential tips and questions to ask during your next demo. ## 1. How does your platform handle Natural Language Understanding (NLU) and how are you using Large Language Models (LLMs)? Effective natural language understanding is a fundamental aspect of Conversational AI platforms. Ask the demo presenter to explain how their platform processes and understands user queries. Inquire about the algorithms and techniques employed to extract meaning and context from conversational data. Understanding the NLU capabilities will help you evaluate the platform's accuracy, ability to handle complex queries, and adaptability to different languages and dialects. Moreover, when using conversational AI within your company, you will need a deep understanding of industry-specific language and terminology. Vendors may face challenges in developing this capability independently due to limited access to relevant data. Similarly, vendors who rely solely on pre-existing language models may struggle to effectively address business-related inquiries. The true extent of their understanding can be quickly revealed through a demo. You can also get a very good idea about how often they update and retire their LLMs. Given that this space is moving at a lightning-fast pace it is crucial for the vendor to be up to date. ## 2. Can you showcase real-time integration with backend systems? Integration with backend systems is crucial for providing comprehensive and accurate responses to user queries. During the demo, inquire about the platform's ability to integrate with your existing systems, such as CRMs, apps you use or knowledge bases. Ask for specific examples of real-time data retrieval and seamless integration to ensure that the Conversational AI platform can access and leverage the relevant information your company possesses. ## 3. How does your platform handle Dialog Management? Dialog management is essential for maintaining context and guiding dynamic conversations. Ask the presenter to explain how their platform handles dialog flows, context switching, and multi-turn interactions. Inquire about the flexibility of the dialog management system, the ability to handle complex conversations, and customization options. Understanding the dialog management capabilities will help you determine if the platform can deliver engaging and coherent conversational experiences to your users. ## 4. What security measures are in place to protect our data? In light of the increasing occurrence of data breaches and cyber-attacks, it is of utmost importance to prioritize your data security. It is crucial to ascertain that the vendor has established a well-defined and comprehensive security plan, encompassing essential measures like data encryption, access control, and routine security audits. Furthermore, inquire about the vendor's compliance certifications and adherence to industry regulations, such as HIPAA. This ensures that they are meeting the necessary standards for data protection. By posing these inquiries, you can acquire a deeper understanding of the security protocols implemented by the vendor, empowering you to make an informed decision regarding the safety and protection of your valuable data. ## 5. Can I get a demo with my company’s data? It is common for vendors to conduct demos using their own data, which may not accurately reflect the platform's performance when applied to your unique data and needs. Although these demos can be impressive, it is crucial to test the system using your own data to evaluate its suitability. This approach provides valuable insights into the system’s performance and its ability to address your specific use cases. You gain a clearer understanding of its capabilities and can make a more informed decision regarding its suitability for your company’s needs. It allows you to identify any potential issues or limitations before committing to a purchase, ultimately saving you time and resources in the long run. ## 6. How does your platform support Analytics and Insights? Analytics and insights provide valuable data for improving your Conversational AI solution’s performance. Ask the presenter to explain the analytics capabilities of their platform. Inquire about the types of metrics and insights available, such as % of tickets deflected, actions automated, conversation success rates, user satisfaction, or Mean Time to Resolve. Understanding these features will help you evaluate the platform's ability to track and measure Key Performance Indicators and continuously optimize your conversational experiences. ## Regarding Conversational AI platforms, a demo is worth a thousand slides As you explore different Conversational AI platforms, asking the right questions during a demo is vital to make an informed decision. By asking about natural language understanding and LLMs, integration with your systems, dialog management, data security processes, personalization to your data, and analytics capabilities, you'll gain valuable insights into the platform's potential to meet your company’s unique requirements. Take advantage of demos to assess how each platform aligns with your goals and objectives, ultimately choosing the best Conversational AI platform to revolutionize your internal employee support interactions and boost productivity and satisfaction.
Artificial Intelligence and data privacy
Tue Jul 11 2023
AI and Privacy - preserving individual rights in the Age of Data
In today's digital age, the immense potential of artificial intelligence has captured the attention of researchers, industries, and governments worldwide. The ability to leverage vast amounts of data for AI advancements offers unprecedented opportunities for innovation and progress. However, it also raises crucial concerns about the protection of individual rights, privacy, and the ethical implications of data collection and usage. In this blog post, we will delve into the critical issues surrounding the delicate balance between leveraging data for AI advancements and safeguarding individual rights. ## The balance between data leverage and individual rights The advancements in AI heavily rely on data, and the more extensive and diverse the datasets, the more powerful the AI systems become. However, this reliance on data raises significant concerns regarding privacy and individual rights. On one hand, data is the fuel that powers AI systems, enabling them to learn, make predictions, and generate valuable insights. On the other hand, the unrestricted use of personal data raises concerns about privacy, consent, and potential misuse. Striking a balance requires implementing robust regulations and frameworks that protect individuals' rights while allowing for responsible data usage. Transparency and informed consent are essential elements in achieving this balance. Organizations must be transparent about their data collection practices, the data they collect, how it is used, and who has access to it. This transparency empowers individuals to make informed decisions about sharing their data and enables them to understand the implications and potential risks associated with its use. It also establishes a sense of trust between individuals and organizations, as transparency fosters accountability and responsible data practices. Informed consent should not be limited to a mere checkbox during user interactions. It should be an ongoing process that provides individuals with meaningful choices and options regarding their data. Organizations should clearly communicate the purpose of data collection, the intended uses, and any potential third-party sharing. Individuals should have the ability to easily access, review, and modify their consent preferences. Moreover, they should have the right to withdraw consent at any time, with their data promptly and securely deleted. Data protection regulations, such as the GDPR, have emerged as powerful tools to protect individual rights and privacy in the context of AI. These regulations emphasize the need for organizations to adopt privacy-by-design principles, ensuring that privacy considerations are embedded into the development and deployment of AI systems. By integrating privacy into the core architecture of AI solutions, organizations can proactively address privacy concerns, minimize risks, and protect individual rights. Collaboration between policymakers, technology companies, and privacy advocates is crucial to establishing comprehensive guidelines that prioritize individual rights without stifling innovation. ## Data minimization Another aspect of achieving the balance between data leverage and individual rights is the concept of data minimization. Data minimization refers to the practice of collecting only the necessary data for a specific purpose, reducing the overall amount of personal information processed. By adhering to the principle of data minimization, organizations can limit the potential risks associated with data breaches, unauthorized access, and data misuse. This approach aligns with the idea of preserving privacy and respecting individual autonomy by limiting the exposure of personal data to unnecessary risks. ## Privacy-Enhancing Technologies To address privacy concerns, privacy-enhancing technologies (PETs) have gained prominence. PETs encompass a range of tools and methods that enable individuals to control their personal information and limit unnecessary data exposure. Techniques such as differential privacy and federated learning allow for data analysis while preserving individual privacy. The fundamental principle of differential privacy is to add a controlled amount of noise to the queries or computations performed on the data. By doing so, it becomes difficult for an adversary to determine with high confidence whether a particular individual's data was included in the dataset or not. This prevents the leakage of sensitive information and protects the privacy of individuals. Federated learning is a decentralized approach to machine learning that enables training models across multiple devices or edge devices without the need to transfer raw data to a central server. It allows for collaborative learning while preserving data privacy and security. Traditional machine learning involves collecting data from various sources, centralizing it in a single location, and training models on that centralized data. However, in scenarios where data is sensitive, large in volume, or distributed across multiple devices, centralizing the data poses challenges in terms of privacy, bandwidth, and scalability. Federated learning addresses these challenges by distributing the model training process to the edge devices themselves. Instead of sending raw data to a central server, the training process takes place locally on each device. The models are then aggregated or combined on the central server, which updates the global model with the knowledge gained from each participating device. ## Data anonymization Anonymization involves removing or altering personally identifiable information (PII) from datasets, rendering them non-identifiable. However, it is important to recognize that achieving true anonymization is challenging due to the potential for re-identification. Advancements in data science and re-identification techniques have made it increasingly difficult to ensure complete anonymity. Therefore, organizations must adopt rigorous anonymization methods that balance data utility with privacy protection, taking into account the potential risks of re-identification. ## Ethical considerations for data collection, storage, and usage in AI Systems The ethical implications of data collection, storage, and usage in AI systems cannot be ignored. It is crucial to ensure that data is obtained ethically and without infringing upon individuals' rights. This includes obtaining informed consent, ensuring data accuracy, and minimizing biases that can perpetuate social inequalities. Furthermore, organizations should prioritize data security to protect against breaches and unauthorized access. The principles of fairness, transparency, and accountability mentioned in [our previous blog post](https://www.gaspar.ai/blog/building-trustworthy-ai-ethical-considerations-for-algorithmic-design) should guide the design and deployment of AI systems to prevent discriminatory outcomes and preserve public trust. ## Balancing data utility and privacy rights at all stages of AI development As AI continues to revolutionize various domains, finding the delicate balance between leveraging data for advancements and safeguarding individual rights is paramount. Privacy-enhancing technologies and data anonymization techniques provide effective mechanisms to protect individuals' privacy while enabling data-driven innovation. Ethical considerations must underpin every stage of data collection, storage, and usage to ensure fairness, transparency, and accountability. By fostering collaboration between stakeholders, we can navigate these challenges and build a future where we harness the transformative power of AI while upholding the fundamental values of human rights and dignity.
Knowledge base insights for most common employee queries on Gaspar AI admin portal
Wed Jul 05 2023
How to optimize your IT helpdesk knowledge base with Gaspar AI
A well-structured and comprehensive knowledge base is the backbone of an efficient IT helpdesk. It serves as a repository of information, providing self-service options and empowering your company’s users to find solutions independently. However, creating a knowledge base might seem like a daunting task. And even if you already have one, keeping it up to date can also require too much of an effort! Thankfully, Gaspar AI can help you build and optimize your knowledge base effortlessly to ensure it becomes a valuable resource for both your support team and end-users. Let’s explore how! ## Understand you audience The first step towards optimizing your IT helpdesk knowledge base is to understand your audience. Identify the different types of users who will be accessing the knowledge base. Consider their level of technical expertise and the common issues they face. By understanding your audience, you can tailor the content and structure of your knowledge base to meet their specific needs. That’s where Gaspar AI can be of great help. By providing daily data to your IT team on the Admin portal about what employees are asking and what are the most common questions and problems they face, you’re off to a great start in your knowledge base creation journey! You know which are the most burning issues and therefore can prioritize these and first work on creating the related articles. ## Regularly update and review content Technology evolves rapidly, and so should your knowledge base. Regularly review and update your articles to reflect the latest software updates, product features, or changes in procedures. Set up a process to review the knowledge base periodically, ensuring that outdated or inaccurate information is removed or corrected. Encourage your support team to contribute to the knowledge base by documenting new solutions or frequently asked questions. \ \ By getting insights from Gaspar AI about what employees ask and their evaluation of solution articles offered, you know which content needs to be updated to reflect procedures or solutions accurately, or optimized to be more helpful and clear. You also have great insight into solution articles that are missing from your knowledge base and for which you must create content. \ \ Demonstrating a commitment to information accuracy and relevance can foster trust in the knowledge base, which in the end leads to more trust towards your department and its work. Moreover, having accurate and relevant information means that you can deflect more tickets via solution articles, ultimately leading to less repetitive, manual and boring work for your team. ## Promote self-service options Empowering users to find solutions independently not only reduces the burden on your support team but also improves user satisfaction. With Gaspar AI, even if you don’t have a knowledge base you can still enable your employees to self-serve. Our platform integrates with all the applications you wish to enable and their related content. Therefore, users can directly ask our AI chatbot their question and their ticket will be deflected via auto-resolution (instantly getting their issue resolved). \ \ The use of our AI chatbot can bring added value by suggesting related topics and offering answers that match the entered query, even if it’s not exactly how it’s been phrased. \ \ What’s more, with our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), instead of receiving articles, the user gets a direct answer to their question from ChatGPT, in a human-like way. They no more have to go through knowledge articles (which might yet not exist in your company), they have their answer right in front of them in seconds! And the best part is that it is not a generic answer, but a personalized answer! One of the caveats about using bots like ChatGPT for information retrieval is that it searches for answers through public sources on the internet, which isn’t always reliable. Since Gaspar AI integrates with multiple knowledge management systems (e.g. Notion, Helpjuice, Confluence, etc.), ChatGPT will form the answer from your company’s knowledge base, content repositories and internal sources – therefore it will be more credible. It also means that as long as you have content in any form – and not necessarily a knowledge base-, your users can still find answers to their questions. ## Gather user feedback To continuously improve your knowledge base, it's crucial to gather user feedback. Provide a rating system or a feedback form for users to share their thoughts on the helpfulness and clarity of the articles. Analyze this feedback and use it to identify areas for improvement. If users consistently report difficulty finding information or understanding certain topics, it may be necessary to reevaluate and revise those articles. \ \ With Gaspar AI’s chatbot you can ask for immediate user feedback: whenever employees ask Gaspar (our Virtual Agent) a question and it answers with a solution article, it can then ask them to evaluate the response and article quality via an easy rating system. Thus, you can easily gather all the user feedback you need to ensure a high-quality knowledge base! ## Optimized knowledge base, a valuable asset An optimized IT helpdesk knowledge base is an asset for your company, empowering users to find solutions independently and reducing the workload of your support team. By understanding your audience, organizing the content effectively, and regularly updating and reviewing the information, you can create a knowledge base that delivers exceptional user experiences. Embrace self-service options and gather user feedback to continuously improve and refine your knowledge base. \ \ Gaspar AI is your best ally throughout this process thanks to all the data and insights shared daily. If you would like to learn more, you can [schedule a demo](https://www.gaspar.ai/demo-request) and better understand how we can help you manage your knowledge and deflect tickets.
Designing a fair, transparent and accountable AI algorithm
Wed Jun 28 2023
Building trustworthy AI: ethical considerations for algorithmic design
In the aftermath of the NTIA's (the National Telecommunications and Information Administration) call for public commentary and the responses by heavy hitters like Microsoft, Google and OpenAI, the complexities of AI regulation and the delicate balance between innovation and responsibility are more evident than ever. As explained in our previous [post](https://www.gaspar.ai/blog/ethical-ai-paving-the-path-to-responsible-innovation) in our #EthicalAI series, the first step towards AI systems that align with moral principles and human values is to design and develop them in such a way. By incorporating these principles into AI development, we can create solutions that enhance human lives while safeguarding their rights and dignity. The most critical principles in AI design and algorithmic decision-making processes are fairness, transparency, and accountability. ## Transparency and accountability AI systems should be accountable and transparent in their decision-making processes. Transparency refers to the ability to understand and explain how algorithms make decisions. Transparent algorithms provide insights into the factors and processes influencing outcomes, enabling users to assess their validity and fairness. Developers should strive for explainable AI, ensuring that users can understand how decisions are made and identify potential biases or discriminatory practices. Lack of transparency can lead to distrust and inhibit the ability to identify and rectify biases or errors in algorithmic decision-making. For example, in content moderation, lack of transparency in algorithms can raise concerns about the removal or suppression of certain types of content without clear justifications. Accountability ensures that developers and organizations take responsibility for the outcomes and impacts of their algorithms. It involves establishing mechanisms to address biases, errors, and unintended consequences, as well as providing recourse for individuals affected by algorithmic decisions. Social Media algorithms are a great example of accountability issues in AI. Algorithms used in social media platforms can shape users' experiences and information consumption, raising questions about accountability in content recommendations and potential amplification of harmful or biased content. Absence of accountability can result in algorithmic decisions with significant societal implications without proper oversight or recourse. Biased algorithms can perpetuate harm, violate individual rights, and erode public trust in AI systems and the organizations deploying them. ## Fairness Fairness is the principle of treating individuals and groups equitably, without bias or discrimination. In algorithmic decision-making, fairness ensures that decisions and outcomes are not influenced by stereotypes, judgments or prejudices. Human bias however, consciously or unconsciously embedded in the design and implementation of AI algorithms, can lead to discriminatory outcomes and perpetuate social inequalities. #### Understanding human bias in AI algorithms Human bias refers to the subjective judgments, prejudices, or stereotypes that individuals may hold. When designing AI algorithms, developers rely on large datasets that contain human-generated information, which may inadvertently incorporate these biases. As a result, AI algorithms can perpetuate and amplify existing societal biases, leading to discriminatory decisions and outcomes. #### Types of human bias in AI algorithms 1. Sampling bias Sampling bias occurs when the training data used to develop AI algorithms is not representative of the entire population. If the data disproportionately represents certain groups, the algorithm may not learn to generalize accurately, leading to biased predictions and decisions. For example, in Criminal Justice, risk assessment algorithms have been found to disproportionately predict higher recidivism rates for minority individuals, perpetuating racial bias in sentencing and parole decisions. 2. Selection bias This type of AI bias occurs if training data is either unrepresentative or is selected without proper randomization. Selection bias occurs when certain attributes or factors are disproportionately considered or given more weight in the algorithm's decision-making process. This can result in discriminatory outcomes and reinforce existing social inequalities. For example, AI-based recruiting tools could favor certain demographics, leading to discrimination and lack of diversity. 3. Confirmation bias Confirmation bias refers to the tendency to seek and interpret information in a way that confirms pre-existing beliefs or hypotheses. If not addressed, AI algorithms can inadvertently perpetuate and amplify these biases, leading to skewed decision-making processes. #### Addressing human bias in AI algorithm design Solving the problem of bias in artificial intelligence requires multidisciplinary collaboration among tech industry stakeholders, researchers, policymakers, and social scientists. Eliminating AI bias is a huge challenge, but there are actionable measures we can implement now to ensure that our algorithms promote equality and inclusivity. #### Design AI models with inclusion in mind Prior to embarking on the design of AI algorithms, it is prudent to involve humanists and social scientists to safeguard against the incorporation of biased judgment within the models we develop. 1. Train our AI models on diverse and representative data ethically collected To mitigate bias, it is essential to ensure that the training data used to develop AI algorithms is diverse and representative of the population it aims to serve. This also involves ensuring that data collection methods are unbiased and diverse. Incorporating diverse perspectives during the data collection phase can help mitigate biases. Datasets should be carefully curated, taking into account various demographic factors and considering potential biases that may exist. 2. Ensure Diversity and Inclusion in Development Teams Building diverse and inclusive development teams is vital to challenge biases and bring different perspectives to the forefront. By including individuals from various backgrounds, organizations can mitigate the risk of unconscious bias during AI model development. 3. Perform targeted testing When we test our AI models, we should examine AI’s performance across different subgroups to uncover problems that can be masked by aggregate metrics. Also, we should perform a set of stress tests to check how the model performs on complex cases. 4. Monitor regularly to mitigate bias AI models should be continually monitored post-deployment to ensure that they remain unbiased and fair and to identify and mitigate biases that may emerge over time. Implementing feedback loops and mechanisms for ongoing evaluation can help ensure that biases are corrected promptly and responsibly. Regular updates and improvements can address emerging biases and maintain the integrity of AI systems. 5. Improve AI explainability and transparency Additionally, we should keep in mind the adjacent issue of AI explainability mentioned previously: understanding how AI generates predictions and what features of the data it uses to make decisions. Understanding whether the factors supporting the decision reflect AI bias can help in identifying and mitigating prejudice. ## The human touch: ethical AI and human-centered design AI systems should reflect and respect human values to avoid adverse impacts on individuals and society and ensure that AI systems serve the common good and do not undermine fundamental rights. - Empathy and User-Centric design Infusing empathy into AI development involves understanding and addressing the needs, perspectives, and experiences of users. By prioritizing user-centric design, AI systems can be tailored to meet diverse user requirements, fostering inclusivity, and enhancing user experiences. This approach also promotes the ethical use of AI, considering the potential impact on individuals' well-being and emotions. - Inclusivity and diversity Promoting inclusivity and diversity in AI development is crucial to mitigate bias, discrimination, and exclusionary practices. Developers should strive to incorporate diverse perspectives and ensure that AI systems consider the needs of marginalized groups. By including underrepresented voices in the development process, AI technology can better reflect the diversity of human experiences and contribute to more equitable outcomes. - Human oversight and responsibility While AI systems can automate tasks and make decisions, ultimate responsibility should lie with humans. Developers and organizations must recognize the limitations of AI technology and ensure that humans retain control over critical decisions. Human oversight helps prevent undue reliance on AI systems, promotes accountability, and allows for ethical judgment and intervention when necessary. ## A fair, accountable, transparent algorithmic design for trustworthy AI systems Addressing fairness, transparency, and accountability in AI algorithm design is crucial to mitigate biases, uphold ethical standards, and build public trust. Incorporating human values, empathy, and inclusivity into AI development is essential for creating AI solutions that enhance human lives while safeguarding their rights and dignity. By actively addressing these ethical considerations, we can shape AI technology to be a force for positive change, fostering a more equitable, inclusive, and human-centric society.
An employee requests time off on Slack thanks to Gaspar AI's HR helpdesk
Tue Jun 13 2023
Unlock HR helpdesk efficiencies with Gaspar AI and HiBob
We're thrilled to announce that Gaspar AI is now seamlessly integrated with HiBob! You can now enhance your HR helpdesk with AI capabilities and automate boring, repetitive tasks. Say goodbye to the hassles of manual onboarding processes and time-consuming time-off requests, and hello to streamlined efficiency! By integrating Gaspar AI with HiBob, your HR team will reduce their manual work and free up time to focus on making an impact on employees’ work life. \ \ So what’s in it for you? ## Enhanced collaboration between IT and HR helpdesks With Gaspar AI’s no-code automation templates your IT team can build onboarding workflows and automate the account creation process for new hires. These can then be integrated with HiBob. Once they deploy the workflows, the new account will be automatically added on both your SSO service and your HiBob app. \ \ No need for your IT team to manually inform the HR department, and for the HR team to manually create the account on HiBob as well. By automatically syncing with HiBob, Gaspar AI eliminates the need for manual data entry, while reducing the risk of errors or data inaccuracy. This synchronization removes data inconsistencies and reduces administrative overhead by avoiding duplicate work. No more information lost in translation: say goodbye to silos and hello to seamless information exchange! ## Accelerated onboarding IT and HR teams save valuable time and resources by eliminating the above-mentioned manual tasks and duplicate work. They can now focus on what truly matters - fostering a positive employee experience and ensuring their productivity from day one. With a few clicks, HR managers can initiate the onboarding process, ensuring a smooth transition for new employees and eliminating delays. ## Hassle-free time-off requests on Slack and MS Teams Requesting time off shouldn't be a hassle, and that's why we've come together with HiBob to simplify the process and make it as smooth as a summer breeze! Whether you're planning a well-deserved vacation, attending an important family event, or simply need a day to recharge, you can now effortlessly submit your request in just a few clicks on Slack’s (or MS Teams) intuitive interface. No more switching apps or manual approvals: the whole process happens right where your IT and HR teams, managers and employees are! \ \ Once the employee asks for time off on Slack or MS Teams, Gaspar - our Virtual Agent - prompts them to fill in a form with the requested details. Their manager will receive the request on Slack (or MS Teams) and can either approve or deny it, without the need to log into separate HR systems. The employee will be notified on Slack (or MS Teams) as well. \ \ Your HR team also has multiple reasons to be happy: the integration ensures that approved time off syncs seamlessly with HiBob's leave management module, providing accurate records for attendance tracking and payroll. From automating leave balance calculations to ensuring compliance with company HR policies, our integrated solution saves valuable time and minimizes administrative burdens. ## Transform your HR helpdesk with AI capabilities By leveraging this integration, you will enhance employee engagement and transform your HR operations. Your company can save time from repetitive and duplicate processes, reduce manual effort, and improve accuracy in managing employee data. Let our Generative AI HR helpdesk tackle routine tasks, while your team empowers your people to thrive. You can [try it now](https://www.gaspar.ai/free-trial-signup) or [contact us for a demo](https://www.gaspar.ai/demo-request) to see it live.
Reset passwords automatically on Slack, MS Teams and Jira Service Management with Gaspar AI employee helpdesk
Thu May 25 2023
5 employee helpdesk things only Gaspar AI can do
## What makes Gaspar AI's employee helpdesk better than the competition? This is probably one of the top questions on your mind when evaluating Gaspar AI among different solutions for your employee helpdesk and IT support automation needs. It’s a fair question but a tough one to answer because there are just so many things to compare. So instead of presenting you with one of those classic “us” vs. “them” comparison tables, we decided to do something unconventional and showcase some of Gaspar AI’s unique features and functionalities. ## 1. Virtual Agent on Slack, MS Teams AND Jira With Gaspar AI, your Virtual Agent has an omnichannel presence to make your team’s and end users’ life easier. Your company’s employees have more opportunities to interact with Gaspar, our AI chatbot, wherever they find more convenient: Slack, MS Teams or Jira Service Management portal. They can automatically and instantly resolve their employee helpdesk requests on any of these platforms, without you or your team being involved. Moreover, when employees need to join email lists, groups or channels, access folders, calendars or new applications, they simply ask Gaspar on the platform they are on (Slack, MS Teams, Jira). The approval process takes place on the same platform for both the requester and the approver. The approver can simply accept or decline the request on any of these platforms, and Gaspar will notify the requester accordingly. All the information is available right there (but also automatically syncs with the ITSM platform you use) and users can track it anytime. Gaspar AI is the only platform that offers an [AI chatbot for Atlassian’s Jira Service Management](https://marketplace.atlassian.com/apps/1230453/gaspar-virtual-agent?hosting=cloud&tab=overview) portal and has built all the backend capabilities to provide seamless, automated support. Moreover, with Gaspar AI on Jira SM, your end users can immediately find any information they look for in Confluence articles. ## 2. Auto-reset passwords with no manual involvement We have all been there: forgetting our password for the 100th time and having to go through the painful reset process once more! And what’s worse, your team must spend more than 30% of their time doing it. With Gaspar AI, every time an employee asks for a password reset, the Virtual Agent will automatically verify their identity thanks to multiple integrations and instantly reset their password. Rather than deflecting a ticket via a solution article, guiding the end user through a manual reset, or sending email links to reset it, it will immediately provide a temporary password for the user to log back in and change it. Thanks to Gaspar AI password resets now take only 10 seconds! ## 3. Workflows included in the employee helpdesk platform Gaspar AI offers workflows along with the AI chatbot to not just automate processes but fulfill them automatically when needed without human involvement. For example, your team can set up workflows to simplify onboarding without any coding skills. On the Admin portal, they can create accounts and add them to the company’s SSO service, add the applications needed depending on their department, grant access to folders on shared drives, and automatically share the account details with HR systems. When a new hire joins the company, the workflows will automatically run directly on Slack, the Admin portal or Jira Service Management – the choice is yours! ## 4. Choose your unique self-service levels You like receiving significantly fewer tickets but you may feel uncomfortable with allowing end users too much autonomy around certain employee helpdesk issues. No problem! Gaspar AI is designed to meet each company’s unique requirements and to also enhance privacy and governance. This is why we offer you and your IT admins the possibility to choose which and how many automations you will enable. On the Admin portal, you can select which features you want to deploy and for which users. You may also decide to request further approval from your IT team for some issues, e.g. for password resets. This can easily be done on the Admin portal by selecting the relevant configuration. ## 5. Deploy in 30 minutes You might be thinking now that a sophisticated AI platform as Gaspar AI will probably require months to be implemented, data to be transferred among applications, knowledge to be shared, complex approvals to be performed. Nope! You just have to give Gaspar AI access to your SSO and systems, decide which integrations to enable and in 30 minutes to 1 hour you are ready to go! Gaspar AI has been built from the ground up to seamlessly integrate with your applications so that you don’t have to transfer any data or switch between different apps. It is also platform-agnostic which means that even if you decide to change some of the software you use, it will still work. ## That’s obviously not everything… Gaspar AI has many more unique features that will offer you effortless, AI-powered employee helpdesk support. If you would like to see it in action, you can [contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request) so that we showcase more of the unique things that only Gaspar AI can do. *Note: These features were selected by comparing Gaspar AI to other similarly priced AI employee helpdesk platforms. It’s quite possible that some of the lesser-known tools have one or more of these features.
Ethical AI
Tue May 23 2023
Ethical AI: paving the path to responsible innovation
Artificial Intelligence (AI) has revolutionized various aspects of our lives, from healthcare to finance, and from transportation to entertainment. As AI continues to advance at a rapid pace, it raises profound ethical concerns. These arise from the potential AI systems have to embed biases, lack transparency, be misused, threaten human rights, and more. Such risks associated with AI have already begun to compound on top of existing inequalities. As AI systems become more powerful and pervasive, it is crucial to address the ethical challenges they pose. This is why you might have recently seen lots of discussion around creating ethical AI, building a regulating framework to ensure its ethical deployment, and developing safeguards for protecting against the risk of AI to humans. At [Gaspar AI](https://www.gaspar.ai/platform) we recognize the importance of creating, implementing and using AI systems that are safe, ethical, responsible, trusted and acceptable. This is why we believe that Ethical AI is an extremely important topic that needs to be understood by all of us creators and users of AI applications. In the coming weeks we will explore various thought-provoking ideas and topics related to Ethical AI, shedding light on the need for responsible AI development and deployment. We will delve into ways to guarantee AI fairness, avoid unintentional prejudice, and implement AI compliance tactics. In this blog post, we will explore what ethical AI entails, dig into the challenges it presents, discuss its significance, and provide examples that highlight the importance of incorporating ethics into AI systems. ## Understanding Ethical AI Ethical AI refers to the development, deployment and usage of AI systems that align with moral principles and human values. It involves ensuring fairness, transparency, accountability, and respect for human rights and dignity throughout the lifecycle of AI technologies. Ethical AI strives to minimize potential harm while maximizing the benefits derived from AI innovation. We should never forget that AI should serve humans and not the other way around. ## What are the ethical challenges of AI? Type “greatest leaders of all time” in your favorite search engine and you will probably see a list mainly made of the world’s prominent male personalities. How many women do you count? Take a moment to reflect, why is this happening? This is just an example of gender bias in artificial intelligence, originating from stereotypical representations deeply rooted in our society. You can easily now start to understand that AI systems pose significant challenges that need to be addressed. Let’s review the key ones: #### 1. Bias and fairness AI algorithms can inadvertently perpetuate biases present in training data, leading to discriminatory outcomes in areas such as hiring, lending, and law enforcement. Ensuring fairness in data representation and mitigating biases in terms of race, gender or ethnicity is a significant challenge in developing ethical AI systems. #### 2. Privacy and data protection AI relies on vast amounts of data, raising concerns about their source, along with the privacy and security of individuals. The responsible collection, storage, and usage of data becomes crucial to maintain user trust and safeguard privacy rights. #### 3. Explainability and transparency The lack of interpretability in AI algorithms creates challenges in understanding how decisions are made. When AI systems go awry, teams need to be able to trace through a complex chain of algorithmic systems and data processes to find out why. Organizations using AI should be able to explain the source and resulting data, what their algorithms do and why they are doing that. Ensuring AI transparency and traceability is vital to address concerns related to accountability and user trust. #### 4. Misuse AI algorithms may be used for purposes other than those for which they were created. These scenarios should be analyzed at the design stage to minimize the risks and introduce safety measures to reduce the adverse effects in such cases. #### 5. Unintended consequences AI can have unforeseen consequences, potentially affecting employment, social dynamics, and power imbalances. Identifying and mitigating these unintended consequences is essential to ensure the responsible and ethical development of AI technologies. #### 6. Responsibility The question of responsibility arises when AI systems make decisions that lead to severe consequences, such as significant financial losses, threats to health, or even loss of life. Addressing this issue requires a collective effort involving lawyers, regulators, and citizens to establish a clear process for assigning responsibility for the outcomes of AI-based decisions. ## Why does Ethical AI matter? Experience with AI has demonstrated that following good AI Ethics is not just responsible behavior, it is required to get good human and business value out of AI. #### - Avoiding harm Ethical AI seeks to prevent harm to individuals, communities, and society. By addressing biases, protecting privacy, and considering potential risks, Ethical AI helps avoid unintended negative consequences and promotes responsible AI development. #### - Trust and acceptance Incorporating ethics into AI systems fosters trust among users, stakeholders, and society at large. Trust is vital for the widespread acceptance and adoption of AI technologies, enabling their potential benefits to be realized. #### - Safeguarding human rights Ethical AI protects fundamental human rights, including privacy, freedom from discrimination, and autonomy. [It puts humans at the center](https://unesdoc.unesco.org/ark:/48223/pf0000385082?posInSet=2&queryId=N-EXPLORE-1d951e54-ca71-45b5-b5ce-237d600cb959 ), prioritizing their well-being, rights, and values. It ensures that AI technologies serve humanity's best interests and contribute to social progress and inclusive growth. #### - Long-term sustainability Incorporating ethical considerations ensures the responsible development and deployment of AI, creating a sustainable future for all. ## Real-world examples of Ethical AI Below you can discover some real-world examples that highlight the impact of ethical AI implementation and better understand its significance. #### - Hiring and recruitment algorithms Biases in AI-powered hiring systems can perpetuate discrimination, underlining the importance of ethical guidelines to ensure fair and inclusive hiring practices. #### - Autonomous vehicles The ethical challenges surrounding decision-making in self-driving cars bring out the need to balance public safety, individual well-being, and legal liability. #### - Social Media Moderation How to apply Ethical AI in content moderation to combat misinformation, hate speech, and harmful content while respecting freedom of speech and avoiding undue censorship? ## Ethical AI is crucial in shaping the future of AI Ethical AI is an ongoing conversation that requires the active participation of researchers, policymakers and society as a whole. As AI continues to reshape our world, its importance cannot be overstated. By understanding the concept, acknowledging the challenges related to bias, privacy, transparency and unintended consequences, and embracing ethical principles, we can harness the power of AI responsibly. Embracing ethics in AI is not only essential for building trust and acceptance but also for ensuring that AI technologies contribute to a more equitable, just, and inclusive society. Remember, ethical considerations in AI are an ongoing and evolving journey. By staying informed, engaging in dialogue, and collaborating across disciplines, we can collectively shape a future where AI truly serves the betterment of humanity. Stay tuned to learn more about the evolving field of Ethical AI in the next few weeks!
Answering employee questions on Slack thanks to our ChatGPT-integrated chatbot for employees
Tue May 23 2023
Instant support with our ChatGPT-powered chatbot for employees
In the last few years, your IT work has certainly gone crazy because of different locations, time zones, remote work, multiple projects that seem to always be urgent... Your company most probably implemented an ITSM platform (if one was not deployed before) to help your team better manage the ever-increasing employee requests. However, your team’s average ticket resolution time has gone up (to 9.72 hours on average, +57% when compared to pre-pandemic) and help desk ticket costs are soaring ($26.51, +30% when compared to pre-pandemic). It's time to start considering a chatbot for employees! ## Gaspar AI, your favorite AI partner! Thankfully, the introduction of [Gaspar AI’s cutting-edge platform](https://www.gaspar.ai/platform) into your workplace can offer some light at the end of the IT tunnel! It greatly empowers your IT and help desk team to be more efficient and offers positive and effortless support experiences to employees. \ \ Gaspar AI enables end users to auto-resolve 40% of their issues on Slack and Microsoft Teams in seconds, without needing your team’s intervention, thanks to our Generative AI chatbot for employees. No more spending hours to reset passwords over and over again! Now Gaspar, our AI Virtual Agent automatically resets them without your team’s involvement. At the same time, your IT and help desk team can automate repetitive processes such as employee onboarding and offboarding thanks to Gaspar AI’s workflow automation. And what’s best is that everything is in one platform which integrates seamlessly with your company’s apps, and is deployed in 30 minutes with no manual work from your side! \ \ Thanks to Gaspar AI, your IT and help desk team can decrease their manual work by 80% and make better decisions thanks to AI-based insights. This results in higher job satisfaction, increased employee and help desk teams’ productivity, and improved profitability. ## ChatGPT, the game-changing innovation At the end of 2022, some magic happened: the software industry was shaken up by the super-fast, amazing AI advancements! The introduction of [ChatGPT](https://chatgptonline.ai/) and its vast adoption was a game-changer. As we have been working with AI since the very first start of Gaspar AI, way before AI became mainstream, integrating with ChatGPT was non-negotiable. \ \ IT people are at the heart of everything we do, and our goal is to make their work life easier and more enjoyable. So if we could further improve our AI offering and provide even better support, why not do it? ## But first, what is ChatGPT? Well, you probably already use ChatGPT for various tasks at work, and you certainly feel what a time-saver it is! But just in case you are not so familiar with it, ChatGPT is a large language model developed by OpenAI, based on the GPT (Generative Pre-trained Transformer) architecture. It is designed to understand and generate human-like responses to text-based prompts, such as questions or statements. \ \ ChatGPT is trained on vast amounts of text data from the internet, which allows it to generate coherent and contextually appropriate responses to a wide range of topics. The model uses advanced natural language processing techniques to analyze the input prompt, understand its meaning, and generate a response that is grammatically correct and semantically relevant. ## Gaspar AI and ChatGPT: a match made in chatbots for employees heaven! When an employee has an issue, they go on Slack or MS Teams and ask Gaspar, our conversational AI chatbot, about it. Gaspar will immediately resolve it, and a ticket will be automatically opened and synced with your ITSM platform. \ \ Oftentimes Gaspar will deflect a ticket with a knowledge base article, e.g. when an employee asks how to connect to a VPN. In this case Gaspar will provide the related knowledge base articles and the employee can go through them and find what they are looking for. \ \ Although incredibly helpful, this can be further optimized! With our ChatGPT integration, instead of receiving articles, the user receives a direct answer in a human-like way. They no more have to go through the knowledge article: they have the answer right in front of them, even faster than before! \ \ And the best part is that it is not a generic answer, but a personalized answer! One of the caveats about using bots like ChatGPT for information retrieval is that it searches for answers through public sources on the internet, which isn’t always reliable. Since Gaspar AI integrates with multiple knowledge management systems (e.g. Helpjuice, Confluence, etc.), our ChatGPT-integrated chatbot will form the answer from your company’s knowledge base, content repositories and internal sources – therefore it will be more credible. It will also provide the link to the article where the answer comes from in case the user wants to learn more. \ \ **The real power of Gaspar AI and ChatGPT integration is taking information from within your company, your specific data and knowledge articles, and making it immediately available in a human-like way to your employees.** \ \ Moreover, we won't share your company's data with OpenAI to train or improve their models, so you can rest assured that your privacy is protected. ## The advantages of Gaspar AI and ChatGPT integration Using Gaspar AI has many benefits for the employees, your helpdesk team and your company. It significantly reduces the time needed for your IT team to resolve issues, which in turn increases their efficiency, decreases costs and enhances employee productivity and satisfaction. And this results in better company profitability and higher employee retention, as IT teams and employees alike are more productive and happier. \ \ With the ChatGPT integration, you can further enhance these benefits: ### 1. Increased time savings Now employees don’t even have to spend a few minutes reading through the knowledge base article to find what they are looking for. They have their answer instantly, without having to leave the chat platform, and can immediately get back to work, minimizing the impact of IT issues on their productivity. ### 2. Enhanced employee support quality ChatGPT's ability to understand context and generate human-like responses ensures that employees receive accurate and relevant information to their queries. The answers are focused exactly on what the employee is asking, leading to a higher quality of support. Moreover, they are extremely reliable and credible as they are not drawn from the web but from your internal sources. ### 3. Improved user experience Oftentimes reading through knowledge base articles can be daunting, especially when employees don’t have time to do so, and they don’t know the terminology. Having the answer served right in front of them in a language they understand is an amazing user experience, which ultimately boosts employee satisfaction with IT support and their trust in your IT department. ## Glimpsing into what lies ahead for Gaspar AI's chatbot for employees Undoubtedly, Gaspar AI’s integration with ChatGPT will once more revolutionize employee IT support within Slack and Microsoft Teams. And this is just the beginning! Our plan is to further extend this integration to more of Gaspar AI’s features, such as the Proactive Insights and intent recognition. Stay tuned, the best is yet to come! If you want to see Gaspar AI in action, please [contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request).
AI chatbot and employee helpdesk software to augment service desk capabilities and do more in less time
Thu May 18 2023
Get more done faster with Gaspar AI's employee helpdesk software
Sick and tired of the never-ending employee helpdesk ticket backlogs and endless IT and HR requests at work? Gaspar AI is coming to your rescue! \ \ Supercharge your productivity and accomplish more in less time with our cutting-edge AI employee helpdesk software, with an advanced Generative AI chatbot, Workflows and Proactive Insights! From automating mundane tasks to uncovering valuable insights, Gaspar AI is your ultimate productivity ally. Say goodbye to limitations and unlock a new level of success thanks to more than 100+ automations and seamless integrations. Now employees solve their IT and HR requests right where they are - on Slack, Microsoft Teams or the ITSM self-service portal -, instantly and without human intervention, help desk teams speed-up and run repetitive workflow processes like magic, and IT leaders optimize employee support thanks to data analytics and proactive insights. ## An advanced AI employee helpdesk software Gaspar, our AI Virtual Agent, is built from the ground up to work in MS Teams, Slack and Jira SM, and to seamlessly integrate on top of your company’s existing applications – so no switching costs. From Day One, it can automatically and instantly answer up to 40% of recurrent employee requests without human involvement. It offers more than 100+ automations thanks to more than 30 software integrations. It can be deployed in as little as 30 minutes. It uses artificial intelligence and a large language model to understand user intent and context and solve employee issues, thus dramatically reducing your ticket volume and manual work. Our AI chatbot is trained on the most advanced LLMs. \ \ With Gaspar's Generative AI capabilities end users will be able to: - Get instant, human-like, accurate answers to their questions with no need to search the knowledge base. - Resolve repetitive support requests within a few seconds and without creating a ticket. - Approve or decline requests on MS Teams and Slack. And your employee helpdesk team can: - Save time by deflecting tickets to work on strategic projects. - Log and manage tickets directly from MS Teams and Slack. - Follow up the process on MS Teams and Slack. ## 100+ employee helpdesk software automations Main automations you will get with Gaspar AI include: - Password Reset - Account creation, addition, removal & suspension - Calendar access - People addition to or removal from channels - Folder management - License management - Group creation, user addition and removal - Time off request The platform also includes Workflow Automation to help teams build and automate workflows for repetitive processes. ## Super fast and efficient employee helpdesk support Get ready to reimagine employee support with Gaspar AI's groundbreaking employee helpdesk software. Are you ready to dive in and experience the transformative power of Gaspar AI? \ \ Read our informative [eBook](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/007c2c3c1275f40b6d86f47fa957529c.pdf) to discover all of Gaspar AI’s applications and how you can have a high-performing AI helpdesk on Slack, MS Teams or Jira. \ \ If you are excited to remove the boring part of your job and offer higher-than-expected employee support service, contact us to [schedule a demo](https://www.gaspar.ai/demo-request) or [discuss your needs](https://www.gaspar.ai/contact-us). Let's get started! ## [Get more done faster, with Gaspar AI's GPT-powered platform.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/c05123145a6215f5dc9b4ec67cf99057.pdf)
ROI calculator for the IT helpdesk cost per ticket
Tue May 16 2023
The true cost of your IT helpdesk support
When was the last time you calculated your IT helpdesk cost per ticket? Do you know how much your IT support operations cost you? Have you factored in your cost all the elements that influence it? Even if you think you know your IT support cost, chances are there are metrics that you never thought you should include. And you would be surprised to know that there are things you are not tracking. And most probably, you are miscalculating the true cost of your IT helpdesk support. In the last 2 years, Service Desk Cost per Ticket has increased to an average of $26.51 (+30%), and the service levels have not improved: on the contrary, Mean Time to Resolve (MTTR) has increased to 9.72 hours (+57%). It is about time IT helpdesk cost per ticket gets the attention it deserves! ## Why the IT helpdesk cost per ticket is so important to you Your IT service desk cost per ticket is the total monthly operating expense of your service desk divided by the number of tickets you had that month. You may be asking yourself, if cost per ticket is a simple average cost calculation, why is it such an important IT helpdesk metric? By knowing how much your IT helpdesk operations are really costing you, you can make informed decisions about your helpdesk management and optimization, and your IT projects prioritization. This will ultimately lead to increased efficiency, cost reduction and enhanced employee satisfaction. For example, your resolution time could be lower than the average, but your IT helpdesk ticket cost higher than expected: you may determine that you’re OK with that cost or that you want automate tasks to lower that cost. Or you might have both a higher-than-expected MTTR and a high ticket cost: this means that you need to examine why you spend so much money and end up having lower than expected service levels. The above examples illustrate that knowing your real cost per ticket will help you understand your team’s productivity: perhaps you need to adjust the roles within the team, hire additional staff, buy equipment or automate tasks. Most importantly, you can’t change something that you don’t know: not knowing your IT helpdesk cost per ticket means you can’t reduce it, boost your department’s efficiency and improve your company’s profitability. ## How much do your IT helpdesk tickets really cost? So let’s explore the various factors that contribute to the cost of helpdesk tickets, so that you can successfully calculate it. ### 1. Labor costs This includes the cost of salaries, benefits, and other expenses associated with your IT support team. Because IT support is so labor-intensive—you need enough staff to field the service requests—you’ll likely see a significant majority of your costs going to service desk personnel. Your department could easily see 60-70% of costs going to direct and indirect service desk employees. Labor costs are greatly influenced by wage rates. Depending on your geography and regional cost of living, a ticket that takes the same amount of time to be handled can cost very differently. Labor costs also depend on the complexity of the issue and the level of experience of the support staff. Therefore, it is essential to keep track of the time spent by your IT support team on each ticket to accurately calculate costs. Turnover and absenteeism also influence labor costs. The more short-staffed your IT service desk is, the more overtime you must pay, which increases labor cost. If service desk turnover is high, you are paying a lot more per person to train and re-staff the helpdesk. Finally, agent utilization and the IT agent/employee ratio influence labor costs. The more time every IT agent is spending on working on support-related issues, the higher their utilization and the better their cost. ### 2. Infrastructure costs All hardware, software, office space and supplies, utilities, and other tools required to run the helpdesk system are included here. Infrastructure costs can vary widely depending on the size and complexity of your company, the number of your support team, and the level of automation in your helpdesk system. ### 3. Training costs Training your IT team is essential to ensure that they have the skills and knowledge necessary to provide excellent employee support. However, training can be expensive, especially if you need to hire external trainers or invest in specialized training programs. Therefore, it is important to budget for training costs and optimize your training programs to ensure maximum efficiency. What is more, optimizing your investments in job training and coaching goes far in promoting your team's job satisfaction, which in turn decreases turnover and absenteeism and leads to lower labor costs. ### 4. Opportunity costs Opportunity costs refer to the potential company revenue lost as a result of inefficient employee time due to IT issues. It is the time an employee spends not being productive because they are waiting for their IT support problem to be resolved. This cost can vary greatly depending on the company function they belong to, and on how the IT issue is impacting their work. For example, if a salesperson can’t perform a customer meeting because they are locked out of their account, the opportunity cost will be rather high. ## Use AI-powered automation to reduce your IT helpdesk costs By now you probably understand how costly your IT support operations can be, and how many factors you need to track to accurately measure their expenses. One way to optimize your IT helpdesk operations that will dramatically reduce costs (while providing excellent employee support) is by implementing AI virtual agents and automations. When you start using more self-service and AI chatbot tools to address the common, repetitive issues, you can significantly impact the cost per ticket. If most employees are using self-service or chatbot options for low-level, routine issues, your IT service desk will experience a reduction in the volume of tickets they receive, which leads to better response times and lower labor costs per ticket. At the same time employees can instantly have their issues resolved, which dramatically reduces opportunity costs. For example, you can easily calculate the annual cost savings you would have by adopting Gaspar AI, which would offer you all these benefits – the above parameters have already been factored in our ROI calculator. You just need to submit the number of employees and the number of tickets you receive in our calculator [here](https://www.gaspar.ai/benefits), and then discover how much your costs will be reduced. And if you like what you see, you can [contact us for a demo](https://www.gaspar.ai/demo-request) and discussion!
Gaspar AI logo
Thu May 04 2023
A new era begins: we are rebranding!
You probably already noticed the missing “desk” from our name, some fresh colors, small letters and new curves on our logo. Today we’re launching our brand refresh! The name, logo, typeface and more have all been given a style evolution, and we’re giving you a peek behind the scenes to understand what this means for our customers and us. ## Why are we rebranding? Well, a lot has changed in the last few months in the software industry thanks to the amazing AI advancements. We have been working with AI since the very first start of our company – in fact, AI has been the heart of what we do, what inspired us to found our company and build our product, way before AI prevailed. We feel it is time we let the world know and rebrand, to better reflect our core business, our advanced AI power and the work we do. Leaving our legal entity the same, we will now be known under the name Gaspar AI. This name change is part of our strategy targeted to emphasize the strength of our capabilities and our vision, and to help us create a strong presence as an #AI powered service desk platform globally. Gaspar, our Conversational AI chatbot, is our core product. We prioritize dedicating our time, energy and resources to ensure the success of our customers' AI initiatives and we adapt swiftly to the changing demands of this emerging field. We thus wanted our name and logo to highlight our product, dedication and focus. ## Why Gaspar AI? At Gaspar AI, we augment IT teams’ capabilities and empower them to perform better and more efficiently by removing the boring, repetitive help desk tasks and enabling them to focus on strategic projects thanks to our AI-powered platform. By removing the “desk” from our name and replacing it with .ai, we wanted to express exactly this: how we eliminate routine help desk tasks thanks to our advanced AI capabilities. And we also wanted to give a more prominent place to our favorite chatbot, Gaspar, thanks to whom all this is possible. However, we also wanted our logo to emphasize our human touch – IT teams are indispensable for a company’s smooth operation and success, and the importance of their role cannot be overstated. We are here to supplement IT teams’ operations by providing them with the necessary advanced AI tools that transform their everyday routine and make them ultimately love their job. Hence, we made the g in gaspar a little more human, friendly and smiley to express our support to real people who solve real problems every day. Thanks to Gaspar AI, IT teams are able to offer quick and effortless IT support to end users, get rid of more than 40% of tickets, decrease their manual work by 80%, and make better decisions thanks to AI-based insights. This results in higher job satisfaction, increased employee and IT teams’ productivity and happiness within the company, and improved profitability. ## What's in Gaspar's name? By now you might also be wondering where Gaspar’s name comes from. Gaspar is a name of Persian descend meaning “the person guarding the treasure”. Gaspar was also one of the three wise men or Magi along with Balthasar and Melchior mentioned in the Bible. Nowadays Gaspar is your wise virtual agent who works like magic to make employee service desk tickets disappear, while guarding the precious IT team’s productivity and job satisfaction. It helps companies and IT departments minimize employee IT issues and outages that cost them tons of money. This help will be done in a "magical" way, which essentially means using Artificial Intelligence and Automation. ## From strict to sleek To move forward into this new era, we deconstructed the old logo and created a customized wordmark. The key element in the new design is the circle: a shape with absolute geometry, often referring to balance, integration and human existence, key values of Gaspar AI. We use concentric circles to highlight our always human-centric AI use: each day IT teams interact with Gaspar AI, so the human being is the circle at the center of the bigger circle. To reflect Gaspar AI’s values and inspired by the circle we created a new font. The more rounded typeface conveys positivity, user friendliness and completion – just as Gaspar AI positively completes the IT team’s work while being extremely easy to use by employees. As our vision is to offer positive and effortless service desk experiences thanks to our cutting-edge AI, we wanted the logo to also look effortless, simple and professional. We switched from loud capital letters to small letters to evoke this sense of positivity and effortlessness. Color plays a significant role in audience recognition and has a psychological impact on people’s moods. Therefore, we chose to use blue and light green on top of white. Blue is associated with balance, calm and strength, while light green represents speed and the feeling that everything is right. This relates to the core of our product and our company vision: to make every service desk experience a positive, quick and effortless one. ## What does this mean for our existing clients? It's business as usual with more AI capabilities offered to you! We are committed to our customers’ service and satisfaction, we have developed the capabilities to deliver more value to them and we will continue to improve our product. We want to give a big thank you to our investors and customers who have stood by our side from day one and continue this journey with us to bring the world more positive and effortless service desk experiences. Thank you for reading and keep watching this space as we build out our new visual story! If you want to learn more about Gaspar AI, please [contact us](https://www.gaspar.ai/contact-us)!
Freshservice and Gaspar AI virtual agents: what you need to know
Wed Apr 26 2023
Freshservice & Gaspar virtual agents: what you need to know
Chances are, in today's hybrid work world you have already adopted an ITSM platform to streamline your IT support. If this platform is Freshservice, then you might be facing a dilemma: upgrade your subscription plan to access their virtual agent? Or stick with your current plan and deploy a different chatbot, namely Gaspar, our conversational AI chatbot, to handle employee requests on Slack and Microsoft Teams? \ \ Well, no need to stress! We have gathered the key factors to take into account and assess when deciding what to do. We hope they are helpful and that they will make your decision process easier - no matter your final choice! Additionally, even if you're already on the Enterprise plan, reading [this ebook](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/b0c69085bdcfe6da3d9ec21129ae99ff.pdf) will highlight the benefits you still get by [integrating with Freshservice](https://www.gaspar.ai/blog/boost-your-freshservice-platform-with-gaspar-ai). Gaspar AI can enhance your team's efficiency and productivity, as it provides numerous capabilities and advantages. \ \ If you would like to learn more, please [contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request)! ## [Gaspar AI and Freshservice virtual agents what you need to know.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/b174ba2a3de8ed6607f3feef464a9758.pdf)
Artificial Intelligence revolutionizes IT support with 24/7 support, predictive maintenance capabilities and intelligent automation
Thu Apr 20 2023
5 Ways AI revolutionizes IT support in the workplace
IT support, also known as technical support or helpdesk support, refers to the services provided by IT professionals to diagnose, troubleshoot, and resolve technical issues related to computer hardware, software, networks, and other IT systems used in the workplace. The importance of IT support cannot be overstated. Here is just a glimpse of why IT support is crucial: 1. **Technical issue resolution**: resolving technical issues that employees encounter while using IT systems, such as computer crashes, software errors, network connectivity problems, and printer malfunctions. This ensures smooth and uninterrupted workflow, preventing productivity loss. 2. **System maintenance and updates**: maintaining and updating IT systems, including regular backups, software patches, and security updates. This helps in keeping the systems secure, reliable, and updated, reducing the risk of data breaches and system failures. 3. **Cybersecurity and data protection**: ensuring the security and protection of sensitive data and information stored in IT systems. This includes implementing security measures, such as firewalls, antivirus software, and access controls, as well as monitoring for potential security breaches and taking appropriate actions to mitigate risks. 4. **Business continuity**: quickly resolving IT issues and minimizing downtime to ensure business is uninterrupted. This helps in maintaining smooth operations and preventing financial losses resulting from IT disruptions. 5. **Technology planning and strategy**: IT support assists in planning and implementing IT strategies, such as upgrading hardware and software, adopting new technologies, and aligning IT with business goals. This can help improve the company’s overall performance and competitiveness. IT support teams therefore have multiple tasks to perform, ranging from tactical to strategic, all of which play an important role in the continuation of business and employee satisfaction. In the hybrid work world of nowadays, IT support’s role is indispensable even in ensuring day-to-day productivity. However, IT support’s importance is often underestimated, and IT teams are frequently understaffed. As requests and projects get multiplied by the minute, it is extremely important to find ways to enhance IT support. ## Here comes Artificial Intelligence Artificial intelligence (AI) refers to the development of computer systems that can perform tasks that typically require human intelligence, such as visual perception, speech recognition, decision-making, and problem-solving. It is important to distinguish AI from automation, although they have the same purpose: to help humans by taking over routine, repetitive tasks. But while automation involves programming machines to carry out tasks, AI is all about machines learning automatically by recognizing patterns in data. \ \ AI has the potential to revolutionize IT support in the workplace by introducing innovative approaches that can streamline and enhance traditional IT support processes. AI can have a tremendous impact in all of the 5 key areas of IT support described above. By leveraging its power, companies can transform their IT support: they can be proactive when it comes to system failures, deliver quicker issue resolution, increase security and free up time to focus on strategic technology projects, increasing productivity and ultimately driving business success. ## The AI-powered IT revolution AI is already deeply embedded into everyday life and work. According to McKinsey's State of AI report, [56% of respondents use AI in at least one function](https://www.mckinsey.com/capabilities/quantumblack/our-insights/global-survey-the-state-of-ai-in-2021). This rises to 57% in emerging economies, including China, the Middle East and North Africa, up from 45% in the previous year. And its use is more prominent in service and operations related functions. It would be impossible to state all the different ways in which AI can transform IT support. So we will focus on certain areas that are already undergoing a major AI transformation. ### 1. Automated issue resolution AI-powered chatbots and virtual assistants can handle routine IT support tasks, such as password resets, software installations, network access, and most of the common questions employees ask. These systems use natural language processing (NLP) to understand and respond to user queries, providing quick and accurate solutions, and reducing the need for human intervention in simple support requests. At the same time this empowers employees to resolve IT issues independently, leading to greater autonomy. Moreover, since AI algorithms can quickly analyze high volumes of data and learn from previous problems, they can diagnose complex IT problems quickly and accurately and offer insights and data to IT teams. This can reduce the time it takes for IT support staff to identify and fix issues, allowing them to focus on more important tasks. The insights can also help them in troubleshooting and resolving IT issues more efficiently and provide better solutions in the future. For example, when an IT agent has to resolve an employee’s account issues, AI can suggest the most efficient way to do so based on past incidents. This can dramatically increase productivity by reducing employee idle time and by saving the IT teams’ time spent on manual, repetitive tasks. IT support staff can spend less time troubleshooting and more time providing value to the organization. ### 2. Predictive maintenance and proactive support One of AI’s main “powers” over humans is its ability to analyze vast amounts of data fast. It can then identify patterns and trends and based on these predict issues. AI can leverage data from sensors, logs, and other sources to predict potential IT failures and proactively address them. For example, AI can detect early warning signs of hardware failures, network outages, or security breaches, allowing IT support teams to address these maintenance issues before they occur and minimize downtime. AI can also offer proactive support and reduce disruptions in the workplace. When an employee for example is consistently typing their password wrong, AI can offer to either reset it or ask whether they need assistance in the form of some reminder question. ### 3. Intelligent automation AI can automate repetitive and time-consuming tasks in IT support processes, such as ticket routing, categorization, and prioritization. AI chatbots can handle initial IT support inquiries and automatically generate tickets for further action. Since they use natural language processing, they understand and triage tickets based on urgency and severity. They can also route each ticket to the right agent, depending on the ticket’s category, importance, agent’s workload, etc. This leads to improved response times, reduced human error, and enhanced employee satisfaction. ### 4. Efficient knowledge management AI can help organizations manage their knowledge bases more effectively, ensuring that support agents have access to the most up-to-date and accurate information. AI-powered knowledge management systems can organize and index large amounts of data, making it easier for IT support teams to find the information they need. These systems can also provide relevant knowledge articles and solutions to common problems, reducing the time and effort required to resolve support requests. What’s more, [AI algorithms can be used to identify knowledge gaps](https://www.gaspar.ai/solutions) and recommend content to fill them, leading to optimized knowledge bases. Additionally, AI can analyze support data to identify patterns and trends, providing IT teams with valuable insights into employee needs and preferences. This information can be used to improve services, offer personalized IT support (e.g. through the employee’s preferred communication channel) and optimize support processes. ### 5. Self-healing systems Self-healing systems refer to automated systems that are designed to detect and repair faults or errors without human intervention. These systems are capable of monitoring their own health and performance, identifying issues, and taking corrective actions to restore their normal operation. Self-healing systems can be applied to various domains, including computer systems, networks, software applications, and even physical infrastructure like power grids. AI can enable IT systems to self-diagnose and self-correct issues automatically. Corrective actions can range from simple tasks like restarting a failed process or service, to more complex tasks like reconfiguring network routes or replacing faulty hardware. For example, AI can automatically identify and resolve software conflicts, optimize system performance, and apply patches and updates without human intervention. Self-healing systems are designed to improve system reliability, availability, and resilience, by reducing downtime and minimizing the need for IT support involvement. They ultimately lead to smoother company operations and ensure business continuity. ## Get ready for an AI-powered IT support The introduction of AI into the workplace is revolutionizing IT support and allowing companies to boost their efficiency and reduce costs. By utilizing AI, companies can improve their IT support processes and provide better solutions to their employees, ultimately becoming a better workplace. Embrace the future of IT support by exploring and adopting AI-powered solutions that can reshape how your team handles technical issues, streamlines workflows, and enhances overall productivity. If you would like to learn more about AI and IT support, we can [have an initial discussion](https://www.gaspar.ai/contact-us) and clarify how we can help optimize your IT support operations.
A ticket is created by Gaspar AI chatbot on Slack and then automatically syncs with ServiceNow
Thu Apr 13 2023
Bridging the efficiency gap: augment ServiceNow with Gaspar AI
[ServiceNow](https://www.servicenow.com/) is your trusted partner for improved employee and customer experiences. It allows you to centralize your tools onto a unified cloud platform, leveraging collective data and analytics through automated workflows powered by the Now Platform®. Moreover, its virtual agent that uses AI to answer employees’ questions unburdens your IT staff and boosts productivity. It also allows for faster incident resolution thanks to automatic triaging and assignment to the right agents, and better collaboration among them. ## The IT operations' challenges are still here You feel though that there is so much more to your digital transformation and your ServiceNow deployment: since their virtual agent works natively only on the Now platform, you still must separately buy, deploy and customize numerous products to offer a seamless employee experience in multiple channels. What’s more, it doesn’t support many integrations, which leads to a specific set of automated actions - it definitely can’t keep up with employee requests. It also comes with pre-defined topics and pre-built conversations, therefore doesn’t satisfy the employees’ needs. The virtual agent guides them to the right articles or solutions, rather than automatically solving their issue, which still requires time. Let alone the fact that they still have to manually create a ticket via email or the portal. \ \ As a result, your team still gets an increasing number of tickets and ends up working on the same issues over and over again. Talk about getting rid of IT tickets and focusing on strategic issues! \ \ Moreover, employees are somehow reluctant to use the service and prefer to talk with your help desk team, since they feel they are not understood: gone is the efficiency and productivity you thought you would get by deploying ServiceNow! ## Supercharge your ServiceNow platform with Gaspar AI Good news is you can get them back! And even better, you can keep your ServiceNow deployment and just augment its capabilities by integrating with [Gaspar AI platform](https://www.gaspardesk.com/platform). Now, this is truly maximized ROI! No switching platforms, no customizations, just seamless integration in 30 minutes! By integrating ServiceNow with Gaspar AI you get [AI-powered auto-resolution](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) for routine questions on the channels your employees use: Slack and Microsoft Teams! You will offer them an enhanced experience with our intelligent chatbot capable of automatically understanding and resolving their issue in seconds. Your team will be more productive as they have fewer requests to address. You will also get advanced analytics and insights for data-driven decision making and optimized knowledge management. Curious to discover all of Gaspar AI and ServiceNow augmented capabilities? Read our solution brief below, and if you want to boost your IT and HR service desk efficiency with AI-driven support [let’s discuss](https://www.gaspar.ai/demo-request)! ## [Gaspar AI x ServiceNow Key integration capabilities.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/766986d25291bbec7c48679ac1dbe4f2.pdf)
Gaspar AI's chatbot integrates with Freshservice
Wed Mar 29 2023
Boost your Freshservice platform with Gaspar AI
[Frershservice](https://www.freshworks.com/freshservice/) has enabled you to greatly enhance your IT & HR support, making your company’s employees much happier with the service you offer and your team more productive. It empowers users to quickly find solutions via the self-service portal, your team to automate mundane tasks and collaborate better, and so much more. \ \ But your ticket volume is always increasing, oftentimes employees prefer to email or call your team as they feel they get their issues resolved faster, and you need to upgrade your Freshservice plan to fully enjoy all their features, especially the AI-related ones. \ \ Did you know though that there is a way to unlock the full potential of your Freshservice deployment, enjoy all the AI benefits and get the most out of your investment? \ \ Gaspar AI has built an integration with Freshservice to bring the power of Generative AI to your ITSM platform and enable you to maximize the ROI from your Freshservice deployment, even if you are not on the Enterprise plan. [Gaspar AI platform](https://www.gaspar.ai/platform) auto-resolves 40% of employee IT & HR issues instantly on Slack or MS Teams without human involvement, and automates repetitive tasks by 90%, resulting to less manual work. You will see a dramatic decline in the number of employee helpdesk tickets you receive, since users will instantly get their issues resolved via our virtual agent, and your team will provide quicker and more efficient support and focus on more strategic projects. \ \ By integrating Freshservice with Gaspar AI, you will also dramatically reduce the helpdesk ticket cost: to give you an idea, the eployee helpdesk cost per ticket is down to $1 when you integrate with Gaspar AI. And you will get 100+ automations that will optimize your internal helpdesk support, no matter which plan you are on! ## Auto-resolve employee issues on Slack or MS Teams for all Freshservice plans If you are not on the Freshservice Enterprise plan, you miss out on all the AI-fun! Or, maybe not: integrate Gaspar AI’s Generative AI chatbot on Slack or Microsoft Teams and automatically resolve employee IT and HR issues instantly, without your helpdesk team’s involvement. Gaspar AI's platform includes integrations with more than 30 software apps that offer more than 100 automations to end-users. \ \ When an employee has an IT or HR issue, be it password problems, time-off requests, access to repositories and others, they can simply ask the AI chatbot and it will immediately solve it or provide a relevant solution article with the answer the user is looking for. This also includes service item requests – it all depends on how many integrations you decide to activate for Gaspar AI. The more you activate, the less manual work you will have to do. \ \ Even if you are on the Enterprise plan, you still have to gain from Gaspar AI’s integration. Our Conversational AI chatbot has been trained on a LLM and uses NLP and has NLU to understand user intent and context, so it can understand 100s of phrases and offer solutions to multiple issues. It resolves issues in seconds, not just fetch solution articles from the knowledge base or guide the users to still do manual work. For example, for a password reset request, it will reset the password instantly, as it automatically verifies the end user’s identity thanks to multiple integrations - rather than send identity verification information to the end user and provide the reset steps to guide the user to manually reset it. ## Human-like conversations with ChatGPT integration When employees ask questions, Gaspar AI will generate answers directly from the company's internal repositories and knowledge base, and will give them exactly what they look for, in natural language, thanks to our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees). Moreover, thanks to dialog management capabilities, they can ask as many clarifying questions as they need until they get the response they are satisfied with. The conversations are so interactive, that it feels like talking to a human agent. No need to read any solution articles! ## Automate ticket creation on Freshservice When an employee asks the chatbot about a request which the bot auto-resolves, a ticket is automatically generated on Freshservice – no need for the helpdesk teams or users to manually create the relevant ticket. ## Build and optimize your knowledge base No matter which Freshservice plan you are on, if your knowledge base is not well managed and its content not good, you won’t be able to offer good employee support. The virtual agent pulls responses from Articles and service items: a mismanaged information engine (Articles & service items) hence impacts response accuracy. \ \ Thanks to the Proactive Insights feature within Gaspar AI’s integration, you get data analytics about the most common employee questions and issues. Your team can thus identify information gaps and start building the relevant articles if they don’t exist, or optimize the existing ones to ensure relevant content gets ranked high. Your team will be happy to know where to focus, and your company’s employees will be satisfied to have these answers. \ \ Moreover, you will get insights on how many employee issues were deflected via the knowledge base, and how many could not be answered. Hence, you can investigate further and understand what changes you could implement in your knowledge base to increase the employee ticket deflection rate through solution articles. ## Automate and run workflows on Slack With Gaspar AI’s integration, you can automate employee onboarding and offboarding workflows on Slack. Build the workflows you need and set them to run whenever an employee joins the company. This decreases your team’s manual work by 80% as you can easily automate repetitive processes. ## AI that learns and gets better over time The more you use Gaspar AI, the more Gaspar, our Conversational AI chatbot, learns from historical data thanks to Machine Learning. AI has the ability to learn over time by observing feedback from the data, and then it can be retrained to provide a more accurate result. Gaspar gets smarter by leveraging data from the entire ecosystem, including all chat conversations. Consequently, suggested solutions improve the more Gaspar is being used. \ \ Moreover, when a new ticket is opened, Gaspar uses this information to pre-fill in fields such as status, priority, and more. ## Integration that works in the cloud or on premises What’s best is that whether you host Freshservice in the cloud or have it deployed on your infrastructure, Gaspar AI integrates with them anyway. \ \ There are great benefits to gain from Gaspar AI and Freshservice integration, no matter which pricing plan you are on – of course, if you are not on the Enterprise plan you will see an even more increased ROI when you implement Gaspar AI's platform. If you wish to integrate with Gaspar AI and deliver the future of IT support today, we can [schedule a meeting](https://www.gaspar.ai/contact-us) to discuss.
A chatbot in the IT service desk is automating and responding to employee requests
Tue Mar 21 2023
Why is AI automation the future of the IT helpdesk?
The modern, hybrid workplace is becoming increasingly reliant on technology, and the demand for IT helpdesk support is growing. Unfortunately, traditional IT helpdesk solutions are often struggling to keep up with the ever-increasing employee demand, resulting in slow response times, IT teams’ burnout and employee dissatisfaction as they can’t get their issues resolved on time. \ \ Every day you keep on resetting passwords, creating accounts and approving access requests manually, or guiding employees to the right knowledge base articles, you are losing: -Time, that could be spent on actually solving complex issues -Money, that could be invested in strategic IT projects -Energy, that could be directed towards learning new skills -Knowledge, that is not created or shared with everyone -Employee satisfaction and trust in your IT team Ultimately you will end up with a tired and unhappy IT team, no budget to move forward with projects that need to be deployed and employees that complain about the service they get from you and your team. \ \ There is only one solution to this problem, and it is called IT helpdesk AI automation. It is the one thing you should prioritize in 2023, if you have not already done so. Automation will allow for faster responses, more accurate knowledge sharing, lower costs and better employee IT service. ## What is helpdesk automation? In its simplest form, automation is the use of technology to streamline and simplify repetitive tasks. For IT helpdesk support, this means automating manual processes such as ticket tracking, resolution tracking, and employee IT service. \ \ In its current form, and thanks to the huge AI progress, an [automated helpdesk](https://www.gaspar.ai/blog/how-is-ai-helping-the-it-helpdesk) uses Conversational AI and automation to intercept and resolve support requests with end-users while automating your most repetitive tasks, actions, and workflows. Simply put, instead of having human agents answer every employee IT question, an AI chatbot will answer the most common and repetitive ones. Human intervention will be needed but for more complex queries. The more the AI is being used, the smarter it will become, providing better and more accurate answers and thus improving the employee experience and further reducing the need for human involvement. ## Impact of helpdesk AI automation The effect of AI-powered automation on the IT helpdesk is huge, but if you need to start building your case you can focus on the following main reasons why you have to move forward with automating your IT helpdesk... yesterday. ### 1. Faster response times, leading to improved employee IT service By integrating AI and machine learning into the IT helpdesk system, you can ensure that employee requests are handled properly and promptly while proactively monitoring IT service performance. IT teams can offer employees quick, personalized and accurate answers to their questions through the Conversational AI chatbot, on the communication platforms they already use. This can help users get their IT issues resolved faster and reduce their frustration and inactive time – self-service that employees love and adopt is one of the key benefits you earn with AI automation. \ \ Employees can also access an automated ticketing system at any time, thus eliminating the need to wait on hold for IT service or to continuously monitor the status and process of their IT ticket – alerts are automated. ### 2. Increased efficiency and fewer errors [Automating routine tasks](https://www.gaspar.ai/blog/8-employee-it-helpdesk-tasks-that-can-be-automated-with-ai) can significantly reduce the amount of time and effort needed to complete them. Automation frees up IT helpdesk staff to focus on more complex tasks, resulting in increased efficiency and improved productivity. It also helps ensure that tasks are completed accurately and on time, with fewer errors. Whether setting the wrong priority for a ticket or providing inaccurate information, the high volume of tickets and tasks can result in mistakes. With an automated helpdesk, human error can be reduced or even eliminated. ### 3. Cost savings Automation will dramatically reduce the costs associated with running an IT helpdesk. Just to give you an idea, the cost per ticket is on average $29 – with an AI platform such as [Gaspar AI](https://www.gaspar.ai/platform), the cost will be $1. By automating mundane tasks, you lower operating costs since you reduce the amount of time spent on tedious, repetitive or administrative tasks. You free up your helpdesk staff for higher-value work and more complex employee IT issues. \ \ As automation helps streamline processes and makes it possible to do more with fewer resources, it also reduces the need to hire additional staff. And we haven’t even started to talk about the costs associated with inefficient employee time due to low response speed and high wait times! ### 4. Increased scalability Automation can help ensure that service desk operations can scale up or down quickly and easily as needed. As employees still ask more questions via chat and email, auto-resolving requests that don’t require human intervention saves companies tons of time and money. Instead of adding agent after agent, automated helpdesks can handle FAQs and route employees to the right place without having to wait for a live agent or an email response. ### 5. Improved knowledge sharing One of the most common complaints within companies is that crucial information is scattered across multiple knowledge bases — making it impossible to know where to go for an answer in a timely manner. Even worse, in some cases there is no available resolution information, even though the same question might have been asked a thousand times. \ \ An AI helpdesk can offer solutions to employees from the most up-to-date knowledge base articles, eliminating the need to search for answers across multiple sources. Using machine learning and natural language understanding, it will understand the context and so will recommend the most appropriate articles to employees and IT agents alike (when they have to intervene and answer more complex questions), further increasing knowledge sharing. \ \ In case of non-existent knowledge bases, the automated AI helpdesk will analyze chat conversations, gather information and help identify the most common employee issues, so that companies have a starting point to create a knowledge management system. \ \ In short, AI automation has huge potential to improve the efficiency, accuracy and speed of the employee IT service. By automating mundane tasks, streamlining communication between the IT helpdesk and employees, reducing costs, and improving knowledge sharing, automation is essential for any company that wants to stay competitive and provide the best employee IT support experience possible.
Ticket is created on MS Teams thanks to Gaspar AI's chatbot, which automatically syncs with ServiceNow
Wed Mar 15 2023
5 reasons to integrate Gaspar AI's chatbot with ServiceNow
Since deploying [ServiceNow](https://www.servicenow.com/) you feel that you have already improved employee support a lot and that you team is more productive. You resolve issues faster thanks to their ticketing system, you provide employees the answers they need with relevant results, you share knowledge easier. However, your team still gets an increasing number of tickets, employees are somehow reluctant to use the self-service portal, and you would like to have more insights regarding IT performance and knowledge management. \ \ How would you feel if someone told you there is a way to unlock the full potential of your ServiceNow deployment and get the most out of your investment? \ \ Gaspar AI has built an [integration with ServiceNow](https://www.gaspar.ai/blog/augment-servicenow-with-gaspar-ai) to bring the power of AI to your ITSM platform and enable you to maximize the ROI from your ServiceNow deployment. Gaspar AI’s platform auto-resolves 40% of employee IT and HR issues instantly, without human involvement, and automates repetitive tasks by 90%, resulting to less manual work. When you integrate Gaspar AI with ServiceNow, you augment its capabilities so that your team can provide quicker and more efficient employee support, while deflecting employee service tickets. At the same time employees get a magical, seamless experience on the platform they already use (Slack or MS Teams), resulting to higher adoption and a maximum ROI. In the end, you will experience a lower ticket volume, which leads to better response times and a helpdesk cost per ticket at $1. Your ServiceNow deployment will be maximized! \ \ If you are considering this integration, read below to better understand why it is such a smart decision to do it and stay ahead of the employee support game. ## 1. Enhance IT and help desk teams’ productivity Since Gaspar, our Conversational AI chatbot, automatically solves 40% of employee issues, your team won’t have to do so – they will receive a largely decreased ticket volume and won’t have to answer the same questions over and over again. Moreover, even when human involvement is required, Gaspar AI’s integration facilitates handoff: tickets are created automatically on ServiceNow and provide context, so that the right agent can work on it without having to gather lots of info. At the same time, with Workflow automation, routine tasks such as new hire onboarding will be automated. \ \ As a result, your team can stop doing repetitive tasks and use the time gained to focus on closing the most complex tickets. And since they have more time for fewer tickets and all the context they need, they will resolve them faster, improving the mean time to resolution – and consequently the help desk cost per ticket. What’s more, they can use the extra time to work on strategic projects they have been putting aside due to lack of time and resources. In the end, you will end up with a much more efficient, productive and happy team! And your budget will stop paying for answering repetitive questions and instead pay for strategic initiatives—leading to an increased ROI. ## 2. Boost employee satisfaction One of the main reasons employees do not adopt ITSM self-service portals and still prefer to call or email IT and help desk is user experience. They find them very complicated and hard-to-use: they don’t understand the differences between the various ServiceNow tables, they are not sure which form to fill in or whether their issue is an incident or service request, they find knowledge articles too technical and they don’t like the service catalog order experience. And when they manage to get through all this, they might need to ask the question in a specific way or receive answers that are not accurate e.g. ask how to join the wi-fi network and instead receive an answer on how to set up a VPN. \ \ The good news is with Gaspar AI’s integration they don’t need to know any of these technicalities. They just ask Gaspar their question on Slack or Microsoft Teams (and if you wish, Gaspar can also be integrated on the Now platform) and get it resolved instantly, without even needing to leave the platform or having to search through knowledge base articles. Furthermore, they can speak naturally as they would to a member of your team, and the answer will be extremely accurate and to-the-point, making them satisfied with the service and eager to keep using it. Gaspar AI uses Natural Language Processing and has Natural Language Understanding to comprehend user language, intent and context: our AI chatbot understands phrases and not only pre-defined topics. Moreover, our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) enables our chatbot to speak in a human-like way and offer to users accurate, instant solutions to multiple issues. \ \ This streamlined communication and optimized end-user experience play a vital role in employee satisfaction: they receive personalized answers very quickly, which reduces their “idle” time, making them more productive and leading to higher employee retention and a great workplace culture. ## 3. Enable better decision making One of the great features of Gaspar AI and ServiceNow integration is the data analytics and insights you get on the Gaspar AI admin portal. You can enjoy an exceptional outlook on your employee support process performance since you get a comprehensive overview of insights on your chatbot's performance and real-time monitoring of key KPIs. You can now receive information on how many issues were automatically resolved and how (through the virtual agent or a knowledge base article), how many tickets were opened, any missed opportunities you have by not automating some queries, and most importantly, how much money you save by deploying Gaspar AI and ServiceNow. You consequently can prioritize tasks and projects based on facts, identify critical issues and implement any changes needed to further maximize your investment. ## 4. Transform your ServiceNow deployment with AI Automate processes without needing a team of machine learning experts! Gaspar AI's platform includes integrations with more than 30 commonly used applications that allow your IT Admins to provide 100s of automations to their end-users, resulting to optimal IT and HR support. \ \ What’s more, our AI has the ability to learn over time by observing feedback from the data and can be retrained to provide a more accurate result. Gaspar gets smarter by leveraging data from the entire customer ecosystem, including all chat conversations. Consequently, suggested solutions improve the more Gaspar is being used, resulting to a greatly improved ITSM. ## 5. Enhance your knowledge You might have already set up a knowledge base on ServiceNow or want to start one. It doesn’t matter: as long as you don’t know what your users are asking, you don’t know what to prioritize and you will end up with a knowledge system that employees won’t use as it is not what they need. Gaspar AI’s integration analyzes all employee requests to present data and insights e.g. which ones are the most common and impactful. Your IT and help desk team can thus identify important queries and information gaps in your knowledge base, and consequently prioritize articles that address them. Once they have been written, they are automatically read and converted using machine learning and our ChatGPT integration, so that when employees ask Gaspar questions, the virtual agent can give them the right and most updated answers ina. \ \ You might have already set up a knowledge base on ServiceNow or want to start one. It doesn’t matter: as long as you don’t know what your users are asking, you don’t know what to prioritize and you will end up with a knowledge system that employees won’t use as it is not what they need. Gaspar AI’s integration analyzes all employee requests to present data and insights e.g. which ones are the most common and impactful. Your IT and help desk team can thus identify important queries and information gaps in your knowledge base, and consequently prioritize articles that address them. Once they have been written, they are automatically read and converted using machine learning, so that when employees ask Gaspar questions, the virtual agent can give them the right and most updated answers. \ \ There you have it, your ServiceNow investment can now be fully leveraged and optimized! If you want to bring the power of Gaspar AI to your ServiceNow platform and offer a magical employee support experience, [contact us](https://www.gaspar.ai/contact-us) to discuss or [schedule a demo](https://www.gaspar.ai/demo-request) directly with our team. \ \ And if you are thinking about deploying ServiceNow’s virtual agent on the portal, please read [here](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/f0cc61e084d5ace94788500a8cb8440a.pdf) about why integrating Gaspardesk’s AI chatbot will bring more benefits to your IT team, employees and company.
ServiceNow and Gaspar AI ebook
Wed Mar 08 2023
ServiceNow virtual agent and Gaspar AI: key features to consider
Today, only 13% of employees are happy to work exclusively in the office: the remainder prefers to work partly or fully remotely. While this flexibility has a great impact on morale and productivity, it also presents major technical and operational challenges, especially when it comes to the employee support experience. Your IT and help desk team now has to support multiple timezones and more problems to solve - and it is impossible to provide 24/7 support. In the last 2 years, the number of employee IT tickets has exploded (+35%) and their cost has increased to $26.51 (+30%). A simple ITSM platform for ticketing is not enough anymore. \ \ In your effort to address this, you might be considering adding ServiceNow’s virtual agent to automate part of your IT tasks. And you might be wondering what are the differences between different virtual agents, and why you would choose Gaspar AI’s virtual agent over ServiceNow’s, when you already have installed their platform. \ \ Well, if you are indeed wondering, we prepared an ebook with all things you need to consider when evaluating which one of the two to choose. On top of this, you will understand how Gaspar AI is different from an IT Service Management platform that also has a chatbot – in fact, we [integrate with ServiceNow](https://www.gaspar.ai/blog/augment-servicenow-with-gaspar-ai) to augment their operations and benefits, so that you are more productive and efficient. \ \ We hope you will find this ebook useful in your consideration process! If you have further questions, please do not hesitate to [contact us](https://www.gaspar.ai/contact-us)! ### [Gaspar AI and ServiceNow ebook - key features to consider.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/f0cc61e084d5ace94788500a8cb8440a.pdf)
AI chatbot that integrates with Slack to instantly resolve employee IT issues and optimize knowledge management.
Tue Feb 28 2023
Employee helpdesk on Slack thanks to Gaspar AI's Conversational AI
Employees have historically had to use numerous channels and systems to get IT support, such as emails, ITSM platforms, calls, or simply visiting the IT office. Employees must go through a cumbersome procedure just to report their issue, and may be unable to work in the meantime. At the same time, the help desk team is overwhelmed with questions and tickets, making it hard for them to provide timely support. This results in wasted time and productivity, as well as increased costs. \ \ Yet, there is a platform that all employees know, prefer and use for their daily communication and meetings: [Slack](https://slack.com/). What if, instead of having to use one more platform for help desk support, everything happened right there, instantly and hassle-free? ## Automatically and instantly solve employee IT and HR issues on Slack Gaspar AI, our AI-based employee support [auto-resolution platform](https://www.gaspar.ai/platform), is built from the ground up to integrate with Slack, making it smooth and easy for employees to solve their problems in seconds. Employees can conveniently interact with our always-available Conversational AI chatbot, Gaspar. This virtual agent utilizes AI and machine learning to provide personalized support. What makes Gaspar so effective is its capability to resolve 40% of employee IT and HR issues, such as password reset requests - it automatically verifies the end user’s identity thanks to multiple integrations, and not just guide the user through the company’s process of password reset. Additionally, Gaspar AI integrates with the company’s knowledge management system so that the chatbot can provide accurate information to the right person at the right time. \ \ Our AI-powered service desk helps resolve routine issues in just 10 seconds, drastically cutting down the time and effort of the IT teams and employees alike. This helps streamline operations and increase efficiency. \ \ In the case that auto-resolution is not possible, employees have access to live expert assistance. Unlike traditional ITSM tools, creating a ticket with Gaspar AI is a simple process: users fill in a form on Slack, which is then synced with the company's service management platform. Both the users and help desk teams can access status updates on Slack. ## Why employees and help desk teams love Gaspar on Slack Our employee IT and HR support within Slack will [enhance employee and help desk teams’ productivity](https://www.gaspar.ai/benefits) in various ways such as: - Let employees resolve a great % of their requests on Slack, the platform they already know and use. - Enable them to get accurate answers to their questions in a human-like way, thanks to our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees). - Employees and help desk teams can check the ticket status and follow up on Slack. - Allow employees to reply to the comments on tickets and approval requests within Slack. - Help desk team agents will have the ability to schedule a huddle within Slack with an employee to answer a ticket. To better understand all our capabilities and the benefits you will get by integrating Gaspar AI with Slack, you can read our solution brief below or [schedule a demo](https://www.gaspar.ai/demo-request) with our team. ## [Gaspar AI on Slack.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/b9e329e31f16f7dea5631904a8df6efd.pdf)
Gaspar AI suggests common employee questions to be added to Confluence as knowledge articles.
Wed Feb 15 2023
Optimize your knowledge management with Confluence and Gaspar AI integration
You love [Confluence](https://www.atlassian.com/software/confluence): it saves you and your team so much time by harnessing their collective knowledge into easy-to-find answers for everyone! It results to fewer questions and tickets towards your help desk team, and since you deployed the platform, it has indeed made a difference. But what is better than Confluence? Confluence connected with Gaspar AI! How would you feel if your company’s employees did not even have to search Confluence for answers? And if you could know what are their most common questions so that you made sure that you included knowledge articles for those? You are probably jumping with joy and want to have this done already! Well, good news, now you can! Gaspar AI has built an integration with Confluence to let you get the most out of it. ## Leverage your Confluence content to deflect employee tickets Confluence enables you to easily organize knowledge and keep the information flowing. It includes, among others, your how-to guides with step-by-step guidance for completing a task and your troubleshooting articles that provide solutions for commonly encountered problems. Now, all this content that your team has built for Confluence can be leveraged by Gaspar AI. When employees ask Gaspar - our Conversational AI chatbot - questions on Slack, Microsoft Teams or [Jira Service Management portal](https://www.atlassian.com/software/jira/service-management/features), it provides the relevant knowledge articles so that employees get their answers instantly. All knowledge articles are automatically read and converted into a conversational format using Generative AI and our ChatGPT integration, so that employees don’t even need to switch platforms – they get their answers right on the platform they are on! This means that tickets are deflected, saving you and your team the repetitive, manual work, and allowing employees to go on with their work immediately. ## Build and optimize your Confluence knowledge base But what if you do not yet have a knowledge base? Well, Gaspar AI’s integration with Confluence can also help with that. Thanks to the [Proactive Insights](https://www.gaspar.ai/solutions) feature, you can get data about the most common employee questions and issues, so that your team can start building the relevant articles. \ \ If you do have a Confluence-powered knowledge base, the Proactive Insights feature can help you optimize it. On the admin portal again, you will see insights about commonly encountered employee problems for which you do not yet have relevant knowledge articles. You can thus identify information gaps, so that you know where to focus your solution article creation efforts, and your company’s employees will be satisfied to have these answers. Gaspar AI’s integration with Confluence empowers your team to get the most out of your existing deployment, improving the knowledge management process, increasing efficiency and reducing manual work. [Contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request) to see it in action.
Gaspar AI's chatbot answers on Jira Service Management portal an employee request about being added to an email list.
Thu Feb 09 2023
Auto-resolve IT and HR issues with Jira SM integration
You feel grateful that you have deployed Jira Service Management: it has empowered you and your team to deliver great service fast, it accelerates the flow of work between development, IT, and business teams and it enables employees to find solutions at one place. However, you still have to manage an ever-increasing number of incoming tickets, which blocks your more strategic projects and forces you to do repetitive tasks. Now, with Gaspar AI’s integration with [Jira Service Management](https://www.atlassian.com/software/jira/service-management) and [Jira Software](https://jira.atlassian.com/), you can finally see a dramatic decline in the number of employee tickets you receive, and focus on the tasks that need your expertise and strategic mindset. This way, you can get the most out of your Jira products and improve the ROI of their deployment. By integrating Jira Service Management and Jira Software with Gaspar AI, you will get several capabilities that will optimize your IT and HR support, reduce your manual work by 80% and deflect 40% of tickets. ## Auto-resolve employee issues on Jira Service Management & Jira Software Gaspar AI’s conversational AI chatbot automatically resolves 40% of employee issues instantly, without human involvement, on Slack, Microsoft Teams and Jira Service Management portal. When an employee has an issue, they can simply ask the chatbot on the platform they prefer, and the chatbot will immediately solve it. Requests include password resets, group, channels and email lists creation and user addition, folder and calendar access, etc. This dramatically reduces helpdesk ticket cost and volume. Moreover, when an employee logs into the Jira Service Management portal to look for answers to their questions, they can directly ask Gaspar, our AI chatbot, and it will reply by instantly providing the relevant solution articles in a human-like way - no need to search in the knowledge base or ask your team! ## Human-like conversations with ChatGPT integration When employees ask questions, Gaspar AI will generate answers directly from the company's internal repositories and knowledge base, and will give them exactly what they look for, in natural language, thanks to our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees). Moreover, thanks to dialog management capabilities, they can ask as many clarifying questions as they need until they get the response they are satisfied with. The conversations are so interactive, that it feels like talking to a human agent. No need to read any solution articles! ## Automate ticket creation on Jira Service Management & Jira Software When an employee asks the chatbot about a request which the bot auto-resolves, a ticket is automatically generated on Jira Service Management or Jira Software, depending which ITSM platform you use – no need for the help desk teams to manually create the relevant ticket. If the bot can't auto-resolve the issue with one of Gaspar AI's automated agents or deflect it with a knowledge management answer, then it prompts the end-user to create a ticket on the platform they are on (Slack, Microsoft Teams, Jira Service Management portal) - employees never have to switch platforms. All tickets are then automatically synced with Jira and handed over to the right IT agent. Tickets are tracked on both Slack or MS Teams and Jira. ## Automate workflows on Jira Service Management Run employee onboarding and offboarding workflows on your Jira Service Management portal. This dramatically decreases your team’s manual work as you can easily automate repetitive processes. ## Customize Jira Service Management fields You can configure additional custom values for the Jira platform single-choice lists: you can enrich these lists by adding customized options that you can choose from, so that you can better characterize, match and track projects. You can do this on Slack, MS Teams or Jira. ## AI that learns and gets better over time The more you use Gaspar AI, the more Gaspar learns from historical data thanks to Machine Learning, and can be re-trained. When a new ticket is opened, Gaspar uses this information to fill in fields such as status, priority, and more. ## Integration that works in the cloud or on premises What’s best is that whether you host your Atlassian products in the cloud or have them deployed on your infrastructure, Gaspar AI integrates with them anyway. If you wish to integrate your Jira products with Gaspar AI and dramatically reduce your employee ticket volume, we can [schedule a meeting](https://www.gaspar.ai/demo-request) or you can directly get the app on the [Atlassian marketplace](https://marketplace.atlassian.com/apps/1223985/gaspardesk?hosting=cloud&tab=overview)
Gaspar AI's platform automatically resolves or syncs IT requests on Jira Service Management portal
Thu Feb 09 2023
Reduce employee ticket volume with Gaspar AI and Atlassian integration
To further reduce internal help desk teams’ manual work and increase their productivity, Gaspar AI has built an integration with [Atlassian](https://www.atlassian.com/software) products. Gaspar AI’s platform auto-resolves 40% of employee IT and HR issues instantly, without human involvement, and automates repetitive tasks by 90%. It augments companies’ service desk operations for quicker and more efficient IT and HR support. When you integrate Gaspar AI with Atlassian, employees get a magical, seamless experience on the platform they already use ([Slack](https://slack.com/), [MS Teams](https://www.microsoft.com/en-us/microsoft-teams/group-chat-software) or [Jira Service Desk](https://www.atlassian.com/software/jira/service-management/features/service-desk)), and your help desk team deflects service tickets, resulting in an improved ROI from your Atlassian products. You will experience a much lower ticket volume, which leads to better response times and a helpdesk cost per ticket at $1. ### Key integration capabilities 1. Auto-resolve employee IT and HR issues on Jira Service Management support portal thanks to our Conversational AI chatbot 2. Automate ticket creation on Jira Service Management or Jira Software – no more manual work! 3. Customize Jira Service Management fields so you can better match and track tasks and projects 4. Improve security by integrating with Atlassian Access: automate any identity-related tasks and requests 5. Build and optimize your Confluence knowledge base 6. Human-like, accurate responses thanks to Generative AI and ChatGPT integration 7. Integration that works in the cloud or on premises To learn more about how you can enhance your employee support and get the most out of your Atlassian products, you can read about our Atlassian integration capabilities in our solution brief below. Your team will be excited to get to work and employees delighted by the magical support experience. ## [Gaspar AI and Atlassian integration.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/9346118ecca5010225e71a33709099b7.pdf)
A workflow for Marketing onboarding is created and automatically fulfilled on Gaspar AI's admin portal.
Mon Jan 30 2023
How to complete employee onboarding in under 1 minute
“Maria is joining our company on March 5th. Let’s get ready so that she is all set up to start working day one". You just received notice from HR that a new hire joins the company, and all you can think of is the long hours ahead to repeat task after task the same process you did 2 days ago when George joined the company. Great, let’s put the new application deployment on hold once more, and work on the same routine job AGAIN! Onboarding is a complex and time-consuming task. It involves multiple steps, from setting up accounts and assigning roles to configuring networks and applications. What’s worse is that it is repetitive, boring and offers no added value to the IT and HR team. For companies of any size, this process can be overwhelming and lead to your and your team’s frustration. ## Enter Gaspar AI’s Workflow Automation! Workflow automation is a technology that automates and streamlines the process of completing tasks and activities, without the need for human input. It helps companies optimize their processes by eliminating manual tasks and repetition and by automating the flow of data and information between different systems and applications. When it comes to onboarding, it streamlines all related tasks such as account creation, license management, folder management, etc. Its implementation involves a platform that, when a predefined event occurs, triggers actions that can work across your apps, data, and teams. \ \ It is a tool for making work faster, easier, and more consistent, while enhancing information governance and security. Processes become more efficient and with fewer errors, company data are protected from unauthorized access, and help desk teams spend more of their time on value-adding activities, thus becoming more productive. It also reduces costs: it decreases the amount of time your help desk and IT team spends on onboarding tasks, which frees them up to focus on more important projects, such as security and compliance. \ \ Gaspar AI uses [Workflow Automation](https://www.gaspar.ai/platform) to [automate the new employee onboarding](https://www.gaspar.ai/solutions). It streamlines the onboarding process by automating tasks such as creating user accounts, setting up email addresses, and installing the necessary software. Gaspar AI’s Workflows take it one step further by not just enabling you to automate these tasks, but also allowing you to automatically run the workflow process you created just when you need it: on the day the new hire joins the company. \ \ Let’s see how it works. ## Simplify employee onboarding in 3 steps #### 1. Create and name the workflow On the Admin portal, you go to the Workflows space, and you click on Create a Workflow. You give the workflow a name and description, and choose the category it falls under, in this case onboarding. #### 2. Choose the applications and actions to be performed You then pick the applications you would like to be included in this Workflow, and which specific actions you would like to be performed. You will include new account creation, enable the apps the user will have access to and what they can do with these apps, and set who will approve specific actions. For example, you can set up the account on Google workspace, choose which calendars this account will have access to, add the user on Slack, and select who will approve their requests. #### 3. Run the workflow Then, you can set the workflow process to run on the date the new employee joins the company. ## Build and customize as many onboarding workflows as you wish It takes just a few minutes to create the workflow - no coding skills are required! - and some seconds for it to run when needed. The platform gives you great customizability and visualizes everything so that you configure every task easily. And since you can build as many templates as you wish, which will include all the main actions that need to be performed once a new employee is hired, it means that you won’t have to create a new workflow process every time. You can just select which one is relevant for each hire, set it to run for this new email account, and just sit back and relax. It is a straightforward process that is executed on a regular basis to improve productivity, company governance and security. And the new employees can immediately hit the ground running! If you would like to optimize your company's onboarding experience, [contact us for a demo](https://www.gaspar.ai/demo-request).
AI employee helpdesk on Slack, Microsoft Teams and Jira Service Management
Thu Jan 26 2023
AI employee helpdesk on Slack, Teams and Jira for auto-resolution
## Imagine making 40% of your employee IT and HR tickets disappear! ### Now with Gaspar AI you can! Do you feel like all you do is reset passwords or add people to email lists again and again? Are you lost in a never-ending backlog of IT tickets? Gaspar AI, our cutting edge AI helpdesk, can automatically resolve employee issues in natural language on Slack, Teams and Jira Service Management with cutting-edge AI for effortless IT & HR support – so you can now focus on the impactful stuff. \ \ Gaspar AI is your all-in-one partner to optimize the employee helpdesk operations and make you more productive by auto-resolving issues and automating workflows for repetitive tasks and processes. It uses Generative AI to instantly solve 40% of recurrent employee requests on Slack, MS Teams & Jira Service Management support portal - so no need to switch platforms - and Workflows, to build and automate repetitive processes, such as employee onboarding, resulting in 80% less manual work. \ \ It features a [ChatGPT-integrated](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees), LLM-trained chatbot that generates intuitive, human-like answers from the company's knowledge base when employees ask questions, instead of just guiding them to the right solution articles. And don’t worry about how your existing tools and apps fit into the new picture! Gaspar AI seamlessly integrates on top of your company’s existing applications – so no switching costs! It offers more than 100+ automations thanks to more than 30 software integrations. It can be deployed in as little as 30 minutes, and is 100% customizable. Read our solution brief below to learn more about our AI employee helpdesk, and let's [schedule a demo](https://www.gaspar.ai/demo-request) to see how we can help you decrease costs and increase productivity! ## [Gaspar AI Solution Brief.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/18626a371b0f1e78d293f231e7e271d4.pdf)
Gaspar AI's chatbot automatically resolves an employee's Office 365 password reset request on Microsoft Teams
Thu Jan 26 2023
Using MS Teams for employee support thanks to Gaspar AI
Traditionally, employees have to rely on multiple channels and systems to get support: emails, ITSM platforms, calls, or simple office walk-ins. This results in time and productivity losses, and increased costs: employees have to go through an extra task or complex process just to register their issue, then wait for an answer, while in the meantime they may be unable to work, depending on their problem. At the same time, the helpdesk team is inundated with questions and tickets, works on the same routine tasks 24/7, and fails to provide timely support. \ \ Yet, there is a platform that all employees know, prefer and use for their daily communication and meetings: [Microsoft Teams](https://www.microsoft.com/el-gr/microsoft-teams/download-app). What if, instead of having to use one more platform for IT & HR support, everything happened right there, instantly and hassle-free? ## Solve employee IT and HR issues instantly on MS Teams Gaspar AI, our AI-based employee support [auto-resolution platform](https://www.gaspar.ai/platform), is built from the ground up to integrate with Microsoft Teams, making it smooth and easy for employees to solve their problems in seconds. They simply have a conversation with our always-accessible Conversational AI chatbot, Gaspar. Gaspar offers personalized support: our virtual agent understands the issue faced by the employee and provides solutions that are tailored to their needs by using Generative AI and machine learning. With our [ChatGPT integration](https://www.gaspar.ai/blog/chatgpt-integrated-chatbot-for-employees) and dialog management capabilities, employees can have interactive and meaningful conversations with our chatbot. \ \ Gaspar actually resolves 40% of employee IT and HR issues, and does not just provide recommendations: for a password reset request for example, it will actually reset the password instantly, as it automatically verifies the end user’s identity thanks to multiple integrations, and not just guide the user through the company’s process of password reset. Gaspar AI also integrates with the company’s knowledge management system so that our chatbot can answer questions and get the correct data at the right time to the right individual. \ \ As most of the questions are repetitive, our GPT-powered service desk integrated within Teams significantly saves time and simplifies the help desk team’s tasks by resolving these routine issues within 10 seconds, without causing pain to the employees and support teams. This will allow all of them to work more efficiently. \ \ Though our AI-powered service desk within MS Teams will resolve a large portion of employee issues, the employees can also have live expert assistance in case auto-resolution is not possible. However, unlike traditional ITSM tools, the process to create the IT ticket is painless: tickets are easily created on MS Teams, by filling in a form, and then synced with the company's service management platform. The users and IT teams will receive status updates on Teams. ## Why employees and help desk teams love Gaspar on MS Teams Our employee support within MS Teams will [enhance employee and help desk teams’ productivity](https://www.gaspar.ai/benefits) in various ways such as: - Let employees resolve a great % of their IT and HR requests on Microsoft Teams, the platform they already know and use. - Enable them to get accurate answers to their questions in a human-like way, thanks to our ChatGPT integration. - Employees and help desk teams can check the ticket status and follow up on Teams. - Allow employees to reply to the comments on tickets and approval requests within Microsoft Teams. - Help desk team agents will have the ability to schedule a live chat within Teams with an employee to answer a ticket. To better understand all our capabilities and the benefits you will get by integrating Gaspar AI with Microsoft Teams, you can read our solution brief below or [schedule a demo](https://www.gaspar.ai/demo-request) with our team. ## [Gaspar AI on MS Teams.pdf](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/4cb64c3ce625f2ff1649d2250d5832b5.pdf)
AI analyses and uses data from employee and IT chats to suggest insights and recommendations.
Thu Jan 26 2023
Transform data into actionable knowledge with AI-powered Insights
Do you feel like all you do is connect laptops to printers or explain to employees how to set up a VPN over and over again? You just wish that there was a way for employees to get their answers easily, without your involvement, especially for these common, everyday questions, instead of losing time every day to resolve them. You could add articles about these solutions in the company’s knowledge base, but you don’t even know where to start. Maybe your company doesn’t even have a knowledge management system! \ \ Good news is, you are not alone! 65% of IT professionals agree that their companies would benefit from better Knowledge Management practices, and that their support group has a substantial amount of knowledge that is not currently in the knowledge base. \ \ Although it is always good to know you are not the only one going through challenges, this is hardly any consolation. The actual good news is that now there are solutions to these challenges! ## AI-powered ITSM platforms and Data Analytics Enter modern IT Service Management platforms! Most AI-powered intelligent ITSM platforms offer an AI Chatbot that automatically resolves recurrent employee IT issues, together with an Analytics interface with Performance and Proactive Insights. These analytics tools are very useful for gathering insights into employees’ IT questions and needs, to start creating or better organize your company’s knowledge base, and thus optimize knowledge management. At the same time, they provide a good look into your chatbot’s performance and the impact of your investment. Therefore, they offer a comprehensive overview of insights and real-time monitoring of key KPIs so that as an IT leader you can get an exceptional outlook on your support process performance on one hand, while identifying gaps in your company's knowledge management system on the other hand. ## Optimize your knowledge with Proactive Insights So how exactly can these AI-powered platforms help change your workdays into magic? Let’s say you answer 100 employee IT requests every week, you more or less know which are the most common issues, but you have no idea whether employees are asking these because they cannot find answers in the company’s knowledge base, or because they just don’t want to spend time looking for those answers. And among the hundreds of tickets you receive and have backlogged, you definitely don’t have time to research. \ \ Intelligent ITSM platforms like Gaspar AI provide [Proactive Analytics Insights](https://www.gaspar.ai/solutions): they analyze all employee IT requests to present a simple list of the most common issues that go unanswered because there is no solution in the company’s knowledge base. With a very user-friendly dashboard, they reveal employees’ most common tech issues and troubleshooting questions and shed light on the knowledge articles that will be most requested, if they exist. They identify key gaps in your resources, and therefore enable you to focus your effort and time in creating these important resources. \ \ Imagine for example not having a knowledge article on how to install a printer on your laptop – you probably spend hours every week setting them up for new hires and existing employees who need them, when with Proactive Insights you can just get this information on a dashboard, write the article and add it to your knowledge management system. Next time someone asks, you can refer them to it and they will solve this problem by themselves. Think about the time and money you would save! \ \ Even if you don’t already have a knowledge base, with [Proactive Insights](https://www.gaspar.ai/solutions) you have a good place to start: you can prioritize the most common, critical employee IT issues that will free you up a great amount of time. ## Measure the impact of your IT support investment with Performance Insight You finally made the investment in an intelligent ITSM platform, you have your chatbot installed, and now you want to understand whether your new support process lives up to your expectations and is worth the financing. Performance Insights enable you to oversee every aspect of your AI deployment, from the number of employees engaging with the bot to the percentage of all IT issues the chatbot resolves autonomously. It also provides information on whether the bot resolution rate is improving over time, what is the Mean Time To Resolution (MTTR) for all tickets and how it changes, which channels are most popular for reporting issues, and how users are engaging with their tickets via the chatbot. Consequently, you can determine your investment’s ROI at a glance and know where to focus your attention. \ \ What’s more, with Gaspar AI, you get even more powerful insights: it will show you how many more employee IT questions you could solve instantly and automatically if you integrated with more applications. ## Accelerate your IT support with intelligent insights The best decisions are always data-driven. Intelligent, AI-powered ITSM platforms enable you to transform data into insights, so that you can effortlessly understand your IT support challenges, prioritize and act upon them. \ \ If you would like to see Gaspar AI's Proactive Insights in action, please [schedule a demo](https://www.gaspar.ai/demo-request) with our team.
An AI chatbot answering different employee questions.
Thu Jan 26 2023
The battle of the chatbots
By now, you probably have heard plenty of times the words chatbot, AI, virtual agent, conversational AI: you might feel overwhelmed by these strange words, or maybe you are wondering how are all these related but also different at the same time. They affect your work, your life, the way you shop and search. And you are clearly wondering how they could alter your everyday work experience within your IT department, help you out or optimize the way you interact with employees and support them. \ \ Maybe you are familiar with these technologies, and you are already considering adopting such a solution. Even so, it would be very helpful to break them down, and understand exactly what they are, how they work, their benefits and how they could optimize your job, so that you choose the best solution. ## So, what is a chatbot? A chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing people to interact with digital devices as if they were communicating with a real person. You can interact with a digital platform by typing in or voicing your questions, and then get answers. You connect with chatbots through a chat window. For example, by clicking on a "live chat" button on a company website and asking for customer support. \ \ Chatbots can be as simple as elementary programs that answer a simple query with a single-line response, or as sophisticated as digital assistants that learn and evolve to deliver increasing levels of personalization as they gather and process information. And this is where it starts to get complicated, and you get inundated with all these “strange” words. ## Wait, are “virtual agent”, “chatbot”, “conversational AI chatbot” all the same? Basic chatbots use rule-based programming to match user queries with potential answers - they are trained to answer only a specific set of questions. So, while superficially useful, they are restricted in their range of operation, in both input and output. They require more than just keywords as input, so that they may parse the complete sentence for its proper semantic context, and then map the parsing to a known - and often limited - set of actions. But queries are usually fragmentary, and often misspelled - two characteristics that cause chatbots to fail in their effect. Where basic chatbots show their limitations is if they receive a request that has not been previously defined; they will be unable to assist, and spit back a “Sorry, I don’t understand.” response. Hence, they are usually helpful for just answering FAQs. \ \ And this is where conversational AI comes in. It powers chatbots and enables them to become smarter and more capable. Conversational AI is the sum of the AI technology tools behind conversational experiences with computers. It refers to a host of artificial intelligence technologies used to enable computers to converse ‘intelligently’ with us. \ \ With conversational AI you can go beyond just translating content into simple chatbot responses. You can actually mimic human behavior, and provide human agent-like experiences but without human involvement. \ \ Conversational AI primarily works thanks to two functions. The first is machine learning, which is the technology that “learns” and improves the more it’s being used. It collects information from its own interactions and then uses it to improve itself as time goes by. The result is a system that will work better as time passes. The second is called natural language processing (NLP). This is the process through which artificial intelligence understands language, user intent and context – it will understand the way we naturally speak, with slang, abbreviations, mispronunciations and so on. Once it learns to recognize words and phrases, it can move on to natural language generation and go far beyond just answering simple queries based on pre-defined topics. Unlike rule-based programming, you don’t need the exact correct syntax for a chatbot to understand you. \ \ So, the difference between a chatbot and a Virtual Agent (or Intelligent Virtual Agent or Conversational AI bot) is the use of conversational AI - not all chatbots are powered by it. There are the simple rule-based chatbots and the latter which are AI-based. ## And how can I use chatbots in IT support? Chatbots can help optimize your work in employee IT support: from answering simple questions originally addressed to your IT team, to giving information to employees about where to find what they are looking for, to automatically resolving their IT requests without you or your team getting involved. For example, imagine an employee asking you to reset their password because they forgot it – how would you feel if you deployed an AI-based chatbot on the employee communication platform (Slack or Microsoft teams) which would automatically reset it? And you wouldn’t have to deal with this request ever again? \ \ Depending on how sophisticated the chatbot you deploy is, it can help minimize the number of employee IT tickets you manually handle, by providing answers to their requests. It can sync with the ITSM platform you use, to automatically “transfer” the IT tickets created so that they are handled by the right IT/helpdesk agent if needed. A chatbot will definitely simplify the actions needed by employees to perform tasks and at the same time reduce manual work for your team. ## Hmm, then which type of chatbot do I need? It really depends on your business goals and the cases for which you want to use it. If you are just looking for a bot to answer simple questions from employees, then you can definitely go for a traditional chatbot. However, if you are looking to improve user satisfaction and reduce the workload of your team by automating support across multiple platforms, then conversational AI is the right choice: it will help auto-resolve and auto-fulfill a very high % of the employee IT requests and repetitive tasks, and it will get better over time, meaning even less manual work for you and happier employees. Traditional, rule-based bots lack contextual sophistication and they deflect most conversations to a human agent. This will not only increase the burden of unresolved queries on your human agents but also nullify the primary objective of deploying a bot. \ \ AI-based chatbots can have an omnichannel presence, and thus can be deployed across all your platforms. They are also highly scalable: as the company’s knowledge base and data are updated, so is the conversational AI interface, whereas you need manual maintenance for a simple chatbot. The deployment also is easier, as AI-based chatbots can be integrated with existing databases and applications with no need for time-consuming and complicated building processes. \ \ There is no wonder why the volume of interactions handled by conversational agents increased by as much as 250% in multiple industries since the pandemic. By 2030, the global [conversational AI market](https://www.alliedmarketresearch.com/conversational-ai-market-A13682) size is projected to reach $32.62 billion.
A password reset happening on Slack thanks to an AI chatbot is the most secure password reset.
Thu Jan 26 2023
Is self-service password reset secure: what you need to know and how to do it right
Considering that 20% to 50% of all IT helpdesk tickets each year are for password resets according to the Gartner Group, and that they consume 31% to 40% of your team’s time, you probably feel that all you do is reset passwords! This is why you are probably looking into solutions that would enable you to minimize these requests to the absolutely inevitable ones. When it comes to password resetting, many companies are turning to self-service password reset systems to ensure the security of their data. Not only do these solutions save costs and increase efficiency, but also implementing them correctly is vital to the security of the enterprise. ## However, you are wondering, is self-service password reset secure? To answer this, let’s first take a look at how such a system works. A password reset process usually entails either a link clicked on by the user that then brings them to a password reset page, or a self-service password reset portal page online. As a first step, the user has to authenticate themselves. Several authentication measures can be used to ensure that the user requesting the password reset is the same user who is trying to access the account: 1. Security questions 2. Email 3. Mobile app notification 4. Mobile app code The first recovery type is activated by identity-based questions, such as "What is your main email address?". The problem is that this data is accessible on the internet. Email addresses, mother's maiden names, and personal details can often be found on third-party websites or on social media networks, thereby making it easy for hackers to access this data if they desire. Even if this data isn't accessible, it can be acquired through social engineering, making this solution vulnerable. The email recovery process usually involves sending a link via email which the employee has to click to reset their password. It could be said that email addresses are secure since an intruder would have to break into the email service to receive a password reset notification. However, email accounts can be targeted by the usual password attacks, like phishing, credential stuffing and other automated brute-force attempts. Since email accounts are usually the go-to choice for resetting passwords in self-service systems, they are a key target for anyone wanting to gain unauthorized access to a system. The last 2 options which make use of the employee’s mobile phone might seem completely secure. However, besides the fact that the user would need to have the relevant app installed on their phone (which may not always be the case), the password recovery web page that the employee initially visits to launch the process could be spoofed. Using this vulnerability, an attacker could force a password reset by locking a user’s account through a brute force login attack on the service. The user can then be lured to the fake password reset site, and if they fall for the ruse, their account could be compromised. ## Although extremely helpful and fast, self-service solutions are not 100% secure Which is why more and more companies are adopting password recovery flows with a defense-in-depth approach, where the employee should authenticate themselves with security questions AND a second possession factor such as [Okta Verify](https://www.okta.com/integrations/okta-verify/). This way, an attacker would need access to something the employee has, as well as something the employee knows, before they can compromise their account. Another solution is to constrain the password reset functionality to users logged onto the corporate network – of course, in a hybrid work world, this solution is far from optimal, frustrating for remote users and still putting a great burden of password resets on your IT team. ## Reset passwords instantly and 100% securely with Gaspar AI If you are looking for a completely secure and lightning-fast solution to your password reset requests, Gaspar AI's platform is the answer. It offers instant and automatic password reset to any user requesting it, without your IT team’s involvement. The employees get a new password in seconds, thus minimizing their unproductive time, and your team continues to work undisturbed. Sounds too good to be true? Let’s see how this magic happens. The employee notifies Gaspar, our conversational AI chatbot on Slack or Microsoft Teams (depending which chat platform your company uses), that they have forgotten their password. Then, the AI-powered password reset process starts. They are automatically authenticated without having to answer any questions, click email links or enter 6-digit codes, thanks to our multiple integrations with [Office 365](https://www.office.com/), [Google Workspace](https://workspace.google.com/business/?utm_source=google&utm_medium=cpc&utm_campaign=emea-gr-all-en-dr-bkws-all-hv-trial-e-t4-1011339&utm_content=text-ad-none-none-DEV_c-CRE_566128168997-ADGP_Hybrid%20%7C%20BKWS%20-%20EXA%20%7C%20Txt%20~%20Apps%20~%20Apps%20for%20Work-KWID_43700067907250321-kwd-74314167827-userloc_9061578&utm_term=KW_google%20apps%20for%20work-ST_google%20apps%20for%20work&gclid=CjwKCAiAuOieBhAIEiwAgjCvcje9ISGAmvTBY1QW2rsrko6EsOXHtusdv9rv1Ng9dE07C9gPDLKIsRoCxHgQAvD_BwE&gclsrc=aw.ds) and other user authentication systems. Therefore, they receive a new password aligned with the company’s systems’ requirements that they can either keep or change during their next login. In just a few seconds, they have their issue resolved, and your IT team does not even have to know about it! A ticket that logs the issue is automatically created on Slack or Teams and then synced to your ITSM platform for your records – no need to do this manually. If you feel that you want to add an extra layer of control over password resets, then Gaspar AI still has you covered for airtight security. On the admin portal, you can set a password change approval requirement. In this case, the IT team or employee’s manager (depending on who you choose to review the password reset) would have to approve the change before the password can be modified. Again, this will be done directly on Slack or Teams: they would just receive a request to approve or decline the employee’s password change. ## Enjoy security to the maximum and password reset requests to the minimum Overall, Gaspar AI’s self-service password reset is designed with security in mind and can be the most secure and efficient way for companies to reset passwords. Our self-service password reset is the most reliable way to keep accounts secure and minimize the related employee requests, increasing productivity for all teams and reducing the helpdesk cost per ticket. If you would like to learn more, let's [schedule a demo](https://www.gaspar.ai/demo-request) with our team.
Gaspar AI's chatbot automatically resets an employee password on Slack.
Thu Jan 26 2023
How to get rid of password reset requests in 10 seconds
## The nightmare of password resets You have definitely been there: early morning, you just started working, you have your priorities and plan set for the day, you check your emails and there they are, these dreadful tickets from people asking to reset their passwords once again. So long nicely laid-out plans! You will probably now spend half your day working on these tickets, leaving more important projects on hold. \ \ You probably feel that all you do is reset passwords! Considering that 20% to 50% of all IT help desk tickets each year are for password resets according to the Gartner Group, you are right to feel this way: [password tickets consume 31% to 40% of the help desk's time](https://www.linkedin.com/pulse/password-tickets-consume-31-40-help-desks-time-roy-verberne/?trk=public_profile_article_view). Password resets may seem like an easy problem to solve, but they are not, and if you add on top the volume of requests, it makes them an extremely time-consuming, repetitive, boring task. For every hour you spend on a password reset, an hour is taken away from more high-value strategic projects you are supposed – and want - to work on. \ \ At the same time, 30% of employees’ time is wasted waiting for a password reset ticket to be solved. During the waiting period, the employee may be unable to complete their core work responsibilities, which will result in impacted business processes and will ultimately cost the business. In some customer-facing companies, waiting 20 minutes to reset a password may also diminish overall customer experience and satisfaction, as the employee may be unable to serve customers. \ \ And we haven’t even talked about costs yet. A higher number of help desk tickets equals more wasted money – both from paying the help desk employee to handle it and from using the necessary backend infrastructure to reset it. So the more password reset tickets you have, the higher the cost. [Forrester Research estimates that one password reset can cost $70](https://duo.com/blog/resetting-passwords-and-saving-time-and-money-at-the-it-help-desk), so yearly costs for these common requests seem unreasonable. ## But why are password reset requests so arduous? When an employee requests for a password to be reset, to maintain security protocol, IT needs to verify the identity of the requesting employee. The process to verify their identity by manual means can be time-consuming. Then, IT has to track down all the places where the password needs to be changed as passwords may be stored in several locations. Most companies use interconnected systems that require manually changing passwords in multiple places rather than a single change flowing across the environment seamlessly. The manual process required for the helpdesk team to ensure a password is changed correctly is labor-intensive, as it can require the helpdesk team to log in and use many different tools for changing a password in multiple systems for a single user account. ## Auto-reset passwords instantly with conversational AI Thankfully, conversational AI can make all these dreadful password reset tickets disappear! Meet [Gaspar](https://www.gaspar.ai/platform), our Conversational AI chatbot or Virtual Support Agent (also known as IVA – Intelligent Virtual Agent) that uses artificial intelligence and natural language processing to automatically resolve requests right where employees are, on [Slack](https://slack.com/) or [MS Teams](https://www.microsoft.com/el-gr/microsoft-teams/download-app). Gaspar does not use rule-based algorithms to just answer questions like simple chatbots: it integrates with the existing applications and maps written input to an intent so as to fulfill sophisticated tasks for employees without human involvement. \ \ When you install Gaspar AI, you have the ability to enable password-related applications for end users and integrate with them, including SSO and MFA apps. When an employee forgets a password, they will ask Gaspar on Slack or Ms Teams for a password reset. In seconds, Gaspar will identify the employee thanks to the multiple relevant password integrations and will provide the necessary temporary password to the employee in order to reset it. Then, the employee will choose a new password, and that’s all! Password is changed across all places that use it. \ \ And all this without you having to be involved! Imagine the things you could do when you get all these password reset tickets time back, and how your days at work will be more magical than frustrating! Let alone the money and productivity you can save your company. \ \ If you are interested to see passwords disappearing in seconds, [contact us for a demo](https://www.gaspar.ai/demo-request)
Artificial Intelligence tools are helping the human agents in the IT help desk.
Thu Jan 26 2023
How is AI helping the IT helpdesk?
Artificial intelligence (#AI) is revolutionizing the way businesses operate, and you are certain that IT support is no exception. In fact, experts see AI becoming a key component of the help desk in the years to come, as it is helping organizations become more efficient and productive. This is why in a recent [pulse report](https://www.prnewswire.com/news-releases/pulse-report-on-the-state-of-it-service-management-reveals-that-enterprises-are-prioritizing-artificial-intelligence-for-itsm-in-2019-300797720.html ) focusing on the top IT service management (ITSM) strategies, 62% of respondents are considering implementing AI in the form of chatbots for ITSM, and 46% indicated they are actively researching AI solutions to meet their needs. \ \ IT #helpdesks are essential for providing technical support to employees. They are responsible for managing and resolving employee inquiries, troubleshooting technical problems, and providing timely assistance. However, managing a helpdesk can be a daunting task for you due to the sheer volume of employee IT requests: the 100th password reset request you are asked to perform can definitely turn your work day into a nightmare! And this is where AI comes in. \ \ AI-based IT helpdesk solutions are designed to reduce the burden on helpdesk personnel and enable them to provide better employee service. AI can have a significant impact: it can remove the manual overhead associated with “high-volume, low-value service desk activities”, offer round-the-clock assistance to employees, and enable incident/request routing and knowledge curation. ## The Benefits of AI-Powered IT helpdesks Let’s see in more detail how AI can actually help your helpdesk work. ### 1. Offer 24×7 support with chatbots In an always-on, work-from-anywhere world, you know that your employee IT requests won’t stop just because the helpdesk work hours where you are based are over. The truth is that employees can encounter an issue anytime and would expect your team to help. Chatbots can fill in when your IT team members are unavailable, providing support whenever a user may need it. ### 2. Automate routine tasks and auto-resolve IT problems AI can be used to automate and auto-fulfill routine IT tasks, such as onboarding new employees and troubleshooting technical problems. It can also automatically resolve a great % of their requests, such as joining an email list, resetting a password, accessing folders and calendars – those are just a few examples of the great capabilities AI holds. This can help reduce the amount of time spent on mundane tasks and allow your IT helpdesk personnel to focus on more complex issues instead of manually handling all requests. Furthermore, your employees can receive solutions to their requests on their own, without having to ask or wait for your IT team to get involved. ### 3. Prioritize, categorize and route employee IT tickets When you receive tons of employee IT requests it is easy to feel overwhelmed and lose track of important issues. AI can assist you by categorizing, prioritizing, and routing tickets. When requests come in, AI can compare them to similar past cases and automatically assign tags for better categorization. It can also determine their severity, prioritize them accordingly and route them to the appropriate employee at the right time. Doing this reduces miscommunication and seeks the best help for each ticket, helping resolve issues faster. ### 4. Facilitate and inform your team’s decision making Even when tickets are passed on to your team, AI can still provide value. AI can analyze large amounts of data very fast, then provide insights so that your team makes better decisions. By analyzing similar tickets and requests, it can provide the necessary context to help your IT staff make the right decisions quickly. AI can also be used to analyze employee data and provide personalized recommendations, such as their preferred communication channels, the best time to contact them, and customized responses. This can help improve their satisfaction and reduce wait times. ### 5. Curate knowledge By understanding the employees’ questions’ context and meaning, AI recommends solutions based on what has and has not worked before. It can also share knowledge base articles that answer employee questions and offer the most likely solutions. AI can also identify gaps in the knowledge base, by analyzing the most common questions for which there is no answer yet in your knowledge system. Thus, it can help you optimize your company’s knowledge base, or start building one. \ \ AI-driven knowledge curation can also help your IT teams on the job. By making use of prior and current incidents, problems, known errors and knowledge bases, AI can suggest relevant information to IT service desk agents and help them resolve tickets faster, and be more productive and efficient. ### 6. Address small IT infrastructure problems AI in ITSM can be used to make improvements behind the scenes. If the underlying infrastructure has any issues, AI is able to identify and fix many of them so that your IT team can focus on other tasks. With AI being able to process data at a quicker rate than humans, it can detect and diagnose network or infrastructure issues faster. If these problems aren't too complex, AI can take care of them automatically, thus avoiding further disruption of ITSM services. If they are more complex, AI can alert the relevant staff to take care of the issue. \ \ By employing AI to make these infrastructure improvements, IT teams can devote more time to addressing users' needs. These quick fixes will potentially lower ticket volume, as they are able to prevent problems before they become more noticeable. ## AI-Powered IT helpdesks are the future The above features illustrate how AI can improve your IT helpdesk management through virtually every stage of the process. AI helpdesk solutions not only streamline processes but also increase your agents’ productivity and efficiency by automating workflows, analyzing queries to deliver faster resolution rates and auto-resolving problems. They enable your helpdesk personnel to provide better service, automate mundane tasks, and improve accuracy. Companies that implement AI effectively can see dramatic changes in their employee satisfaction and team productivity. If you would like to do so, please [contact us for a demo](https://www.gaspar.ai/demo-request).
An AI chatbot automates password reset requests, provides data insights, automates approvals and detects issues.
Thu Jan 26 2023
8 employee IT helpdesk tasks that can be automated with AI
When it comes to providing IT support to employees, time is of the essence. But if you’re bogged down with too many manual tasks that take up your time and resources, you may be wondering how you can streamline the process. One great way to do this is by leveraging AI to automate some of the most common IT helpdesk tasks. Nowadays everybody is talking about AI – truth is, its potential is enormous. AI is more than just a buzzword: by leveraging it, companies can save time, money, and resources while improving overall productivity and efficiency. Conversational AI can provide your employees with immediate, real-time support and insight into common issues, allowing them to focus on more important tasks. At the same time, it will free up time for your IT team, so that they can work on more strategic projects and eliminate boring, repetitive tasks. To get an idea of what is possible with AI, let me introduce you to 8 employee IT helpdesk tasks that can be automated – and this is just a fraction of what is possible. ## 1. Password Resets & MFA Management Automating the process of resetting passwords can save IT teams a significant amount of time, considering that this type of request consumes 31%-40% of their time. AI can be used to verify identity and reset passwords quickly and securely – no need for the IT team’s involvement! It can also be used to remove MFA from specific accounts. ## 2. Account Creation AI can be used to automatically create new accounts for employees, saving you time and resources. In the case of large companies especially, where 10s of new employees join the company every day, you can imagine the dramatic time savings that can be achieved. ## 3. Resolving common, repetitive issues AI can be used to answer common IT issues, such as joining email lists, creating groups, joining Slack channels, finding information in the knowledge base, getting a VPN, etc. A conversational chatbot can also offer the necessary onboarding materials to new hires on their first day. AI will resolve these issues instantly and automatically, without human intervention, freeing IT teams up to address higher-priority work. ## 4. Software Provisioning & Installation Providing licenses and installing new software can be a time-consuming process for IT teams. AI can be used to automate the process, allowing for faster and more accurate installations. You can automatically provision, or de-provision, the software your employees need to get work done. Instead of submitting tickets to IT they can ask a chatbot for access and receive a response in as little as seconds. ## 5. Proactive Issue Detection AI can be used to detect potential issues before they become a major problem, saving time and resources. In every company, there are usually recurring support issues, from troubleshooting the VPN to getting a new password. AI can detect patterns in data and offer analytics and insights into the most common employee issues, so that your IT team can create a comprehensive support system that can provide users with the specific assistance they need. ## 6. Manage Approvals & Permissions With AI, approvals for calendar and folder access, vacation requests, joining lists and groups, and much more, happen instantly and securely. The whole request approval process is streamlined: AI will identify the requester and automatically route their requests to the right manager.The manager can then just click a button to approve or deny the request, depending on the employee’s access level. No longer need to keep track of 100s of different users and their permissions! ## 7. Asset Management AI can be used to automatically track, inventory and manage IT assets, reducing the need for manual processes. You can gain visibility into all your IT assets in real-time and quickly obtain precise, meaningful data on all your hardware and software, cloud and edge environments, and related applications. ## 8. IT ticket handling AI can be used to automate the whole IT ticket lifecycle. When human agent help is needed, AI understands and routes requests to the right agent, based on their workload and expertise. It is also able to autonomously handle back-and-forth conversations, update employees on their ticket status, remind agents to attend to tickets, and even close tickets. Thanks to AI, providing support becomes effortless. By leveraging AI to automate some of the most common IT helpdesk tasks, you can save time and resources, ensuring that your IT helpdesk staff can focus on more important tasks.
A conversational AI chatbot
Thu Jan 05 2023
Does my company need a Conversational AI chatbot?
Today, only 13% of employees are happy to work exclusively in the office: the remainder prefer to work either partly or fully remotely. However, while the morale and productivity benefits of a flexible work environment are beyond doubt, the technical and operational considerations continue to present major challenges, especially the employee IT support experience. When a fifth of employees claim tech issues and resolution times are the biggest challenges in their digital workplace experience, something is clearly wrong. While IT shares the employees’ view and wants to provide effective support, they often end up hindered by the volume of support tickets or lack of context needed to resolve problems quickly. This is where virtual support agents (VSAs) come into play: IT Helpdesk teams are increasingly adopting them so that employees can get what they need whenever they need it. \ \ A virtual support agent (also known as IVA – Intelligent Virtual Agent) is a conversational bot that uses artificial intelligence and natural language processing to understand user intent and context to prevent employees from creating support tickets. While chatbots use rule-based algorithms to answer questions, VSAs integrate with the existing systems so as to fulfill tasks for employees. But how do you know if your company needs a Virtual Support Agent? \ \ At Gaspar AI, we ask potential customers and their IT leaders to share the below five metrics: ## Monthly ticket volume Most companies track this metric as it can be easily generated through the company’s IT Helpdesk tool. Over the last two years, monthly tickets created by employees have increased by 35% on average. ## Mean Time to Resolution (MTTR) Even a simple employee support request such as email password reset or group mail access might take hours to resolve because it requires human involvement. By implementing a virtual support agent, repetitive requests shouldn’t take more than 10 seconds. ## Cost Per Ticket On average, the cost per ticket is $29 compared to $26 two years ago. Adopting a virtual support agent can help you bring down this significantly and reduce operating costs. ## Employee Headcount If your organization is growing rapidly in terms of employee headcount, then you probably need to implement a virtual support agent to bring down your organization’s operational expenses and increase profitability. ## Employee Net Promoter Score (eNPS) The eNPS is a metric used to measure internal customer satisfaction. Employee IT onboarding and IT Helpdesk support play a vital role in employee satisfaction. Recent surveys show that high eNPS increases employee productivity and loyalty in the company. Adopting a virtual support agent can lead to higher employee retention and a great workplace culture. \ \ Of course, there are other metrics that you may need to consider prior to implementing a virtual support agent, related to your employee digital experience goals, your budget and the size of your company. \ \ If you wish to learn more and see how you can optimize IT support, please [sign up for a demo](https://www.gaspar.ai/demo-request) to see Gaspar AI in action.