Dec 28, 2023

New Year, New Resolutions - How AI employee helpdesks are evolving in 2024 (part 2)

New Year, New Resolutions - How AI employee helpdesks are evolving in 2024 (part 2)

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In our previous blog post , 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 (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.