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.
\
\
As we analyzed in our [previous blog post](https://www.gaspar.ai/blog/ai-employee-helpdesk-for-shadow-it-risks), there is no guaranteed way to keep employees from using Generative AI to work more efficiently – and this comes with security risks. Therefore, the most effective way to address Shadow AI is to provide an approved AI helpdesk platform. An AI employee helpdesk is a secure and always available support platform built for an AI-first world. Thanks to advanced language models, it offers dynamic, human-like conversations, seamlessly integrating with various communication channels and IT systems. It automates tasks and support resolution, and empowers employees to act, search, query, and generate content across a multitude of enterprise applications. Fueled by constantly improving generative models, AI-driven analytics for performance evaluation, and developer tools for customizable use cases, it's the future of assistance.
\
\
But how secure exactly are AI employee helpdesks?
\
\
AI employee helpdesks can be very secure if proper measures are implemented. In this article we will explore some considerations that should be in place for ensuring security. 

## 8 steps to ensure AI employee helpdesks’ security
 

1. **Data encryption**: Encrypting data at rest and in transit is a fundamental practice to protect sensitive information. Ensure that your chosen AI helpdesk encrypts all data transmitted between the user and the platform, and when data is transferred from your internal knowledge bases and repositories, to prevent interception by unauthorized parties.  

2. **Secure access control**: Implement robust access controls to restrict access to the AI helpdesk system only to authorized personnel. With Gaspar AI for instance, IT managers and Admins have complete control over who interacts with the platform and how much autonomy they have – they can configure security measures and access privileges on the Admin Hub. At the same time, Gaspar AI’s helpdesk honors all existing user permissions and access rights. This means that employees can view or access only information they are allowed to – they can’t access sensitive and confidential data if they are not supposed to.  

3. **Data privacy**: Make sure your AI employee helpdesk provider adheres to data privacy regulations such as GDPR (General Data Protection Regulation) or CCPA (California Consumer Privacy Act) to protect the personal information of employees using the helpdesk. It’s also crucial that your provider does not use your company’s. With Gaspar AI you can rest assured that your company’s data and sensitive information will remain private. Any 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 your individual model for an improved and tailored experience. 

4. **Regular audits and updates**: Regularly audit the security measures in place, validate the compliance audits of vendor and review their operational security practices. When needed, update them to address any vulnerabilities that may arise.  

5. **Training and awareness**: Educate employees about security best practices when interacting with the AI helpdesk, such as avoiding sharing sensitive information unless necessary and being cautious of phishing attempts. Communicate transparently about how AI models operate, ensuring that employees comprehend the technology's role in the IT helpdesk ecosystem. You should prioritize educating users on data privacy, the ethical use of AI, and the steps taken to maintain a secure environment.  

6. **Secure integration**: If the AI helpdesk integrates with other systems or databases, ensure that these integrations are secure and follow best practices for data exchange. Conduct thorough security assessments to ensure that the integration doesn’t compromise data security. Choose a platform that seamlessly integrates 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.  

7. **Vendor security**: When using a third-party AI helpdesk provider, you should ensure that they have robust security measures in place and conduct due diligence on their security practices. 

8. **Monitoring and incident response**: Implement monitoring tools to detect any suspicious activities or breaches in real-time. Have a well-defined incident response plan in place that ensures that any security incidents 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.  


Security is a top priority. By selecting an AI employee helpdesk that is designed with robust cybersecurity measures to safeguard sensitive data and by following these measures, you can rest assured that you minimize risks and ensure a secure digital environment for all users. However, it's essential to remember that security is an ongoing process that requires regular assessment and adaptation to evolving threats.
\
\
If you have questions or are interested in our AI helpdesk and want to discuss security, please [contact us](https://www.gaspar.ai/contact-us).  

Discover 8 steps to ensure security in AI employee helpdesks. Explore data encryption, access control, privacy, audits, vendor security, and monitoring.

Are AI employee helpdesks secure?

Chatbots and AI-powered solutions have been around for a while now, but it’s only in recent years that they’ve gained real popularity among users and businesses alike, thanks to the great progress of Generative AI. You might remember Eliza, the first-ever chatbot that acted as a psychotherapist, or maybe you’ve used Clippit and you’re left with a sour taste in your mouth. Clippit (a.k.a. Clippy) was an early conversational assistant in MS Office that spoke at you rather than with you. Clippy greeted and treated repeat users as if they had never used the program before, earning widespread hate. It was less of an assistant and more of a bottleneck.
\
\
Since then, conversational AI assistants have evolved to being an indispensable part of our lives – personal (think Siri and ChatGPT) and work (think Microsoft copilot, Gaspar AI and more). Thankfully, they’ve also become great helpers, earning widespread love thanks to Generative AI advancements. It’s become imperative to deploy Generative AI in every business: it transforms business operations by enabling them to automate tasks, create new products and services and elevate customer experiences – ultimately leading to a better bottom line.
\
\
Gaspar AI is one such Generative AI solution. If you’re unsure about how you can use it and what the platform offers, this blog post is for you. You will discover multiple use cases of Gaspar AI across your company and understand why your employees and support teams will be better-off with our AI helpdesk by their side. 

 

## First, what is Gaspar AI?

Gaspar AI is a secure and always available Generative AI helpdesk platform that uses Generative AI for smarter and more efficient employee support. Thanks to advanced language models, it offers dynamic, human-like conversations, seamlessly integrating with various communication channels such as Slack and MS Teams, commonly used apps and IT systems. It empowers employees to act, search, query, and generate content across a multitude of enterprise applications.  

 

## What are Gaspar AI’s main components?


Our AI helpdesk blends several [advanced technologies](https://www.gaspar.ai/blog/gaspar-generative-ai-helpdesk) to deliver sophisticated automation and support, including: 

- **Conversational Interface**: Using technologies such as large language models (LLMs), natural language processing (NLP), and natural language understanding (NLU), it is possible to interpret and comprehend free-form requests. Processes including semantic analysis, entity extraction, and intent recognition enable smooth and coherent dialogues. 

- **[Retrieval Augmented Generation](https://www.gaspar.ai/blog/retrieval-augmented-generation-and-enterprise-helpdesk) (RAG)**: This involves two processes: retrieving relevant information from an extensive data source and generating a contextually enriched and accurate response which integrates the retrieved information. This step is crucial as it ensures that the output is not just factually accurate but also linguistically coherent and contextually apt.  

- **Plugins**: They are specialized components that execute planned actions. Each plugin is custom-built for specific tasks and system integrations, such as resetting passwords in Okta or adding accounts in Google Workspace. When combined, they automate processes seamlessly across your existing systems, leveraging your current setup. 

- **Generative Summarization**: Our AI model consolidates information and produces clear, accurate, human-like responses in natural language and in a digestible format, customized to each employee inquiry. 

- **Act across systems**: Efficient integration ensures seamless transitions between conversational comprehension, solution strategy, process automation, and summarization. 

- **Trust Mechanisms**: Our AI platform incorporates features such as citations, employee satisfaction review and human oversight to ensure accountability and safety.  

 

## Top 30 Gaspar AI Generative AI helpdesk use cases

The following 30 use cases highlight the extensive capabilities of Gaspar AI’s helpdesk across various enterprise systems – there are more! As you review the list, observe how our solution is uniquely equipped to not only search and retrieve information from numerous sources and repositories, or guide users to perform actions, but also to automate and act.
\
\
We designed Gaspar AI as one unified, user-friendly, easy-to-adopt, out-the-box platform. We recognize though that every business has unique needs, which is why we made our helpdesk platform scalable and offer the flexibility for organizations to extend the platform. With robust ML operations and high customization capabilities, it is easy to build and accommodate new use cases and extend to new languages while preserving critical business logic.  

### IT support and operations AI helpdesk use cases

An AI helpdesk can empower IT operations teams to automate the ITSM process and optimize support operations. 

1. **Hardware provisioning**: Ensure all employees get the hardware – be it laptop, mobile phone or tablet - they need when they need it. 

2. **Automatically reset passwords**: Thanks to Gaspar AI password resets can be automated, saving helpdesk teams up to 50% of their time as they don’t need to get involved in the process anymore. 

3. **Software provisioning**: Enable employees to have access to the right applications and better manage licenses. 

4. **Account management**: Create new accounts, delete old ones, better manage existing ones. 

5. **MFA removal**: Easily remove the MFA from a specific account. 

6. **Provide Generative AI-powered search on the Jira SM support portal**: Allow employees to get summarized answers straight from Confluence on JSM. 

7. **Offer quick and easy ticket creation on Slack or MS Teams**: For issues that need human attention, employees simply fill in a form on Slack or MS Teams to describe their issue (they can even attach screenshots and images), and a ticket is created on your ticketing platform.  

8. **Ticket management on Slack or MS Teams**: IT agents can see their tickets’ status, any pending approval requests, daily statistics and SLAs on Slack and MS Teams at any time. 

9. **Intelligent ticket triage**: Our helpdesk helps you promptly manage tickets. With its NLP capabilities, it analyzes the tickets, categorizes them, and assigns them to the right agent (depending on their expertise and availability). Moreover, it asks follow-up questions and interacts with the user to get more information for prompt resolution and accurate categorization. 

10. **Identify priority automation projects**: With AI-powered insights, IT Operations teams can prioritize projects that will have the highest impact on the business bottom line. 

11. **Enable easy, no-search knowledge access from multiple sources**: Gaspar AI integrates with knowledge bases (such as Confluence, Notion, Coda, Helpjuice and more), internal sources and repositories (e.g. Sharepoint, Dropbox, Google Docs) to ingest and index information, and then answer employee questions without human intervention and with no need to look for it.  

12. **Knowledge base augmentation**: Our AI helpdesk uncovers the most common employee issues and identifies existing knowledge gaps. IT teams can fast-track the relevant content creation to enrich the company’s knowledge base and offer more opportunities for self-service. 

13. **Track key IT metrics**: On Gaspar AI’s Admin Hub, IT managers can track their chatbot’s and platform’s performance. They also monitor which features, capabilities, and resources employees find valuable, compare performance over time and take data-driven action. 

14. **Customize field values on Jira**: IT teams can add a new value to a configured custom field in Jira. 

15. **Enable Generative AI capabilities on Atlassian Data Center**: The only GenAI solution that works for Atlassian Data Center customers. 

 

### HR AI helpdesk use cases

Our Generative AI helpdesk tackles routine HR tasks and offers immediate support: 

16. **Request time off**: Streamline the time-off approval process and allow for quicker approvals. 

17. **Offer access to health insurance information**: Offer employees a straightforward way to retrieve critical information regarding their health insurance benefits. 

18. **Review retirement plan balance**: Enable employees to promptly check their retirement account balance and access important information regarding their retirement plan. 

19. **Find out PTO balance**: Offer employees quick and easy access to information tailored specifically to their needs and employment situation. 

20. **Speed-up onboarding**: Make the process swift and delightful for new hires, ensuring no crucial steps are missed. 

21. **Facilitate offboarding**: Allow for a smooth offboarding process that keeps company data secure by automating the process. 

22. **Automate reminders for performance reviews**: Ensure that all employees complete their performance reviews on time by sending reminders on Slack and MS Teams.  

23. **Update the organizational structure**: When employees move across the company, easily change the organizational unit of an account. 

24. **Send announcements for company news**: Make sure that your company updates are not staying hidden and unread in the employees’ inboxes by sending automated updates on Slack and MS Teams. 

 

### Sales AI helpdesk use cases

Offer your Sales reps quick and easy access to information tailored specifically to their needs: 

25. **Access their sales contracts**: Sales reps ask our Generative AI Virtual Agent any contract-related question and it answers with information tailored specifically to them.  

26. **Find out payment and credit policies**: Empower your Sales team to quickly respond to prospects’ questions by giving them instant access to the information they are looking for. 

27. **Know their projects’ deadlines**: Sales reps ask our AI chatbot to give them an update and they instantly know what’s urgent and what’s not. 

 

### Collaboration AI helpdesk use cases

Collaboration platforms such as [Microsoft Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support) and [Slack](https://www.gaspar.ai/blog/employee-helpdesk-on-slack) provide ideal environments for our AI helpdesk to deliver added value through: 

28. **Request access to shared folders**: Employees effortlessly locate and ask our AI helpdesk chatbot for access to specific folders.  

29. **Get how-to instructions**: Empower your workforce to instantly find the information they are looking for: IT troubleshooting, VPN and network access, security FAQs, and much more.  

30. **Task notifications**: Send proactive reminders to employees about upcoming tasks and deadlines to boost productivity and minimize missed assignments. 

31. **Create new groups and email lists**: Allow employees to easily create a new group or email list by asking for information such as name, purpose, members, and any necessary permissions. 

32. **Add people to and remove them from groups and email lists**: Effortlessly add employees to groups and distribution lists, or remove them. 

33. **Access shared calendars**: Enable employees to access shared calendars such as vacation calendars in seconds, adhering to existing permissions. 

34. **Manage people in Slack channels**: Make it easy to add or remove people from Slack channels. 

 

**If you’re curious to learn more about our use cases or see Gaspar AI in action, please [book a free meeting](https://www.gaspar.ai/demo-request)!**  

Explore how you can use Gaspar AI's helpdesk, designed to enhance employee support and streamline issue resolution across various enterprise systems.

30+ GenAI helpdesk use cases for your business

In the last years, employee support costs have soared to record highs: the average helpdesk ticket cost is $26.51, a 30% increase vs two years ago, leading to greatly increased operational costs. The Mean Time to Resolve has increased to 9.72 hours, while the days tickets are backlogged are an average 12.1 now – resulting in high downtime costs. This is just a preview of how much agents’ and employees’ productivity hurts due to inefficient support – let alone the missed opportunities for revenue generation. Productivity loss ultimately leads to higher business costs, damaging the company’s profitability.
\
\
That’s why companies are now turning to Generative AI: AI-powered solutions offer instant employee support and enhance efficiency, reduce costs, and improve the employee experience. Let's delve into how Gaspar AI, our Generative AI helpdesk, can significantly cut the costs of your company’s employee support. 

## Eliminate Level 1 support issues

Gaspar AI automates the resolution of the most common issues faced by employees. From mundane tasks like password resets and account unlocks to more intricate matters such as accessing specific folders or editing email lists and groups, Gaspar AI ensures these L1 issues vanish into thin air, along with their cost. Our Generative AI helpdesk solution leads to significant savings in labor costs, as it promotes self-service solutions where there is no need for human support agents to intervene.
\
\
By instantly resolving 40% of routine issues via automation or by surfacing the most relevant solutions from various systems and knowledge bases, Gaspar AI empowers employees to address common requests independently. This not only reduces the burden on the helpdesk but also minimizes downtime and opportunity costs. For example, delays in resolving technical issues that can easily be autonomously addressed may prevent employees from accessing critical systems or tools, hampering their productivity and hindering business operations.  

## Maximize ROI on your existing investments

Investing in self-service resources is a common strategy for helpdesks aiming to empower employees and reduce ticket volume. Yet, without proper guidance, employees may still resort to submitting tickets for even the most basic issues. Gaspar AI addresses this issue head-on by meticulously combing through all available resources within the organization to provide tailored solutions. By leveraging existing investments in ITSM, Identity and Access Management systems, and knowledge bases through seamless integrations, Gaspar AI ensures that every support dollar yields tangible returns. 

## Offer 24/7 employee support at no extra cost

Unlike traditional human-operated helpdesks that work within specific business hours, Generative AI helpdesks are available round-the-clock. Employees can access support whenever they encounter an issue, no matter the time. This not only improves employee satisfaction by providing timely assistance but also reduces the need for additional staff to cover extended support hours, cutting all related costs.
\
\
At the same time, it helps reduce downtime costs: every minute of downtime due to IT issues can result in lost productivity and revenue for businesses. By offering instantaneous responses and 24/7 availability, Gaspar AI minimizes downtime and its associated costs. By resolving issues quickly and efficiently, it helps companies maintain operational continuity and avoid the financial repercussions of extended downtime. 

## Streamline the ticket lifecycle

Gaspar AI accelerates the entire ticket lifecycle even for complex issues requiring expert attention. Our AI chatbot facilitates handoff to human agents: it helps users create a ticket by simply filling in a form on Slack or MS Teams, and then routes it to the right agent, alongside with any useful information and categorization. It sends notifications when needed and allows end users and helpdesk agents to follow up and check the status either on the ITSM platform or on Slack and Teams, until the ticket is resolved. This automation helps close the tickets faster, and minimizes the time and resources spent on escalations, resulting in cost savings for companies.  

## Take command of software spend

The inefficiencies surrounding software licenses can lead to significant financial waste for large companies. Gaspar AI empowers organizations to take control of their software spend by provisioning licenses instantly, just by requesting it from our Virtual Agent. It also accelerates the process of obtaining the necessary approvals and helps reclaim unused licenses. This approach not only reduces costs but also ensures that employees have timely access to the software they require to excel in their roles. 

## Scale employee support with no additional spend

Gaspar AI’s Generative AI helpdesk offers scalability and flexibility to adapt to changing business needs and fluctuating support demands. Whether supporting a small team or a large enterprise, our AI-powered platform can efficiently handle a high volume of support requests without compromising on quality or performance. This scalability ensures that companies can effectively manage support costs without sacrificing service quality or needing additional headcount.

## Cut down your costs with Gaspar AI's Generative AI helpdesk

Gaspar AI offers an intuitive solution that addresses common challenges while driving significant cost savings. By automating routine tasks, enhancing support quality, maximizing ROI on existing investments, empowering employees with self-service solutions, streamlining ticket lifecycles, and taking command of software spend, Gaspar AI paves the way for a more efficient and effective support ecosystem. An employee helpdesk ticket costs just $1 when you deploy Gaspar AI, as opposed to $26.51 on average when you don’t. The choice is yours: do you want to keep spending your precious IT budget on non-value-adding projects, or finally start implementing high-impact activities?
\
\
If you’d like to learn more about cutting down your helpdesk costs while improving your employee support operations and experience, [try Gaspar AI for free](https://www.gaspar.ai/free-trial-signup) or [schedule a free demo](https://www.gaspar.ai/demo-request). 

_*Source: https://www.metricnet.com/_  

Slash support costs in half with a Generative AI helpdesk

Learn all the different ways our Generative AI helpdesk can help you reduce your employee support costs and decrease your ticket cost to $1. Read our blog!

Slash support costs in half with our Generative AI helpdesk

Employee engagement is a hot topic right now. And rightfully so. It has taken a hard hit during the last years with worldwide resignations, mass layoffs, and quiet quitting. Based on [this Gallup report](https://www.gallup.com/workplace/468233/employee-engagement-needs-rebound-2023.aspx), we’re experiencing the lowest ratio of engaged to actively disengaged U.S. employees since 2013. Why? Starting in early 2020, employees faced a rollercoaster of changes — from sudden office closures to navigating the challenges of remote work in isolation, to a gradual return to an office environment very different from what they once knew. Stress, uneasiness and loneliness are just a few of the emotions employees are experiencing.
\
\
As a result, employees began to “check out” at an alarming rate: out of the organizations [surveyed by WorkTango and HR.com](https://www.worktango.com/resources/reports/the-future-of-employee-engagement-2023-research-report), only 11% say that the majority (81% to 100%) of their workforce is well engaged. And two-fifths admit that employee engagement has been lower over the last year. While employees continue to fulfill their job responsibilities, they are not going above and beyond like engaged individuals. Simply put, they were clocking in their hours, but not investing their energy or passion. And that’s not laziness as one might say. Rather, it is a response to the pervasive feelings of undervaluation and unappreciation in the workplace.
\
\
And this response costs a lot: [employee disengagement costs the U.S. economy $450-550 billion every year](https://www.conference-board.org/topics/dna-of-engagement/dna-of-engagement-2017-engagement-ecosystem). That’s partly because employees’ lack of motivation and lower sense of responsibility results in lower productivity, errors in work, missed deadlines, poor customer service, and lower profits. A single disengaged employee can cost a company about $3,400 in lost productivity for every $10,000 in salary. It’s also because many disengaged employees quit their jobs at some point, leaving the employer to reinvest in hiring, onboarding, and training. Many of them even spread negativity through word of mouth, harming an organization’s chances of attracting quality hires.
\
\
As companies strive to create an environment that fosters employee engagement and fulfillment, the integration of Artificial Intelligence can be a game-changer. In this blog post, we'll delve into how AI technologies can be used by HR to create and adopt practices that positively impact employee engagement, ultimately enhancing overall workplace satisfaction. 

## What is employee engagement and why it’s important?

Employee engagement embodies the commitment, extra effort, passion, and zeal that employees have for their work and their company. It reflects a deep connection that motivates them. Engaged employees show a drive to excel, derive satisfaction from their contributions, and foster a deep sense of loyalty towards their employer. They are wholeheartedly dedicated to their job, actively contribute to company success, and are willing to go above and beyond what is expected of them. They don’t just show up for work and perform their job, they invest personally in it and genuinely care about performing well within the organization.
\
\
Employee engagement is crucial for creating a positive and productive work environment, leading to good organizational performance. It significantly impacts business success, including increased productivity, higher retention rates, lower turnover, decreased burnout and higher profitability. According to a [study conducted by Harvard Business Review](https://hbr.org/resources/pdfs/comm/achievers/hbr_achievers_report_sep13.pdf), 71% of executives verify that employee engagement is a huge contributor to organizational success: 

- **Increased productivity**: Engaged workers are more likely to be motivated, productive, and committed to their work. They also collaborate better, share ideas and knowledge, and take ownership of their work, resulting in higher quality work. 
- **Higher retention rates**: According to the Oxford Handbook of Positive Psychology at Work, an engaged employee is 87% less likely to leave the company. This reduces employee turnover costs.  
- **Increased revenue**: [Research by Gallup](https://news.gallup.com/poll/241649/employee-engagement-rise.aspx) concluded that highly engaged employees contribute to 21% higher profitability (think about increased productivity and lower turnover). This is also in part due to higher customer loyalty: Gallup also found that improving employee engagement also leads to a 10% rise in customer ratings and a 20% rise in sales. Engaged employees are more likely to provide exceptional customer service and create a positive customer experience. 
- **Reduced absenteeism**: Engaged employees are more likely to feel connected to their job and their company, resulting in stronger commitment to attendance and higher accountability. [Research by Gallup](https://news.gallup.com/poll/241649/employee-engagement-rise.aspx) shows that when employee engagement is high, companies experience a 41% reduction in absenteeism. 
- **Decreased burnout**: Employees who exhibit lower levels of engagement are more prone to experiencing heightened levels of stress. This stress, in turn, harms their engagement, establishing a self-perpetuating cycle that can be challenging to disrupt. 

However, fostering employee engagement requires more than just financial incentives or perks. It involves creating a culture that values and respects individuals, provides meaningful work, encourages open communication, and supports professional development. By investing in employee engagement, companies can unlock the full potential of their workforce and achieve long-term success.  

## What drives employee engagement?

Employees need more than a fleeting warm-fuzzy feeling and a decent salary (even if it helps them respond positively to employee engagement survey questions) to truly engage and excel in their roles.
\
\
People want purpose and meaning from their work. They want to be known for what makes them unique. This is what drives employee engagement: meaningful work. This involves aligning an individual's skills and passions with their job responsibilities, enabling them to see the direct impact of their contributions on the organization's goals. Recognizing talented and high-performing employees, and their big and small accomplishments, is also essential for employee engagement.
\
\
And they want relationships, particularly with a manager who can coach them to the next level. This is who drives employee engagement: a manager who gives them autonomy, empowers them, has a solid plan to help them develop professionally and provides them with a robust feedback loop.
\
\
So how can AI be used by HR to positively affect these employee engagement drivers? 

## Using AI to boost employee engagement

The first step to enhancing employee engagement is for leaders to understand the current status. AI tools can delve into employee data to discern individual needs and preferences. AI algorithms analyze sentiments and behavior patterns, unveiling the factors that drive engagement and those that hinder it. With this newfound insight, HR professionals can tailor employee experiences, creating a workplace where individuals feel valued and heard.
\
\
Let’s see how they can use AI to reshape their practices in the main areas that drive and boost employee engagement.  

### Meaningful work

- **Aligning skills and passions to job responsibilities**: This starts at the recruiting stage and sets the right tone from the start. AI algorithms can analyze job requirements, candidate profiles and interests, and conduct personality evaluation based on various data points such as resumes, social media activity, and online assessments. They can then suggest candidates whose skills, preferences and passions closely align with the job responsibilities, increasing the probability of high employee engagement. While on the job, the same AI tools can be used to suggest the right fit when thinking about promotions and cross-company moves, ensuring better alignment between employee “wants” and company needs.  
- **Removing unnecessary tasks with automation**: Unnecessary tasks not only impede efficiency and profit but are also frustrating for employees. Mundane routine tasks and extra steps prompt employees to switch on cruise control, which essentially means they’re not engaging with their work. For example, if an IT helpdesk agent must log every minor change made to a ticket, they’ll probably spend twice as long on resolving it while being half as invested – and wasting precious time that could be dedicated to the actual issue resolution. Automating the process — in this case, with an [AI helpdesk](https://www.gaspar.ai/) that offers smart ticketing, automated tracking and status updates — allows the helpdesk agent to focus on what has a real impact: resolving the request. 

### Recognition

- **Performance analytics**: AI can analyze performance data to identify trends, patterns, and areas of excellence within the company. This insight can inform strategic recognition initiatives and help leaders identify high-performing teams or individuals deserving of special recognition.  
- **Regular recognition and achievements celebration**: AI can automate the administration of recognition programs by tracking and analyzing employee achievements, milestones, or positive contributions. This automation empowers leaders to acknowledge achievements regularly rather than quarterly or yearly. Regular celebrations demonstrate that employee contributions are pivotal, nurturing a positive and engaged workforce.  
- **Offering personalized rewards**: AI can help tailor benefits and recognition initiatives to match employees’ preferences, communication styles, and cultural backgrounds. This ensures that recognition efforts resonate with each employee, increasing their effectiveness. The result is a workforce that feels cherished and inspired, igniting a blaze of enthusiasm that fuels productivity.  

### Autonomy

- **Effortless and autonomous issue resolution**: Chatbots integrated in the company’s chat platform can offer [automated resolution to common employee issues](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira), such as password resets, and instant approvals for access requests, time-off and much more. By having their issues instantly and autonomously resolved, 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. 
- **Easy access to company 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. This enables them to perform their work autonomously without having to constantly rely on others for answers. 
- **Flexible work arrangements**: AI can optimize scheduling and resource allocation to accommodate flexible work arrangements such as remote work, flexible hours, or job sharing. By leveraging AI-powered scheduling tools, employees have more autonomy to manage their work schedules and achieve a better work-life balance. 

### Professional growth

- **Curated learning plans**: AI helpdesks can offer personalized recommendations for employee development and learning opportunities based on individual skillsets, career aspirations, and performance evaluations. AI curates relevant content and training resources, ensuring that employees are equipped to conquer any challenge that comes their way. This promotes continuous learning and growth within the company and makes employees happier and more engaged. 
- **Crafting personalized employee journeys**: AI-powered platforms analyze the employees’ skills, interests and performance, and match them with the most suitable career paths, roles, or opportunities within the company, greatly enhancing their engagement. AI-driven career development can also use data visualization, gamification, or storytelling to help employees explore and visualize their career options, scenarios, and outcomes.  

### Feedback

- **Real-time feedback and assessment**: AI-powered assessment tools can provide real-time feedback on employee performance, giving them timely insights and constructive critiques. They can identify strengths, weaknesses, and areas for improvement. This feedback can be used to personalize learning experiences, target skill development efforts, and track progress over time. This fosters a sense of ownership and accountability, empowering individuals to take control of their development and reach new heights of excellence. 

## The transformative power of AI

Mastering employee engagement nowadays is paramount. Employees who feel that their work is purposeful and that they are appreciated will be more engaged than those who don't, driving business success. Companies and HR teams that understand that AI can have a huge, positive effect on employee engagement, and adopt AI-powered technologies will have a great advantage. By better matching employee interests and passions to roles, responsibilities and projects, automating boring, non-impactful tasks, regularly recognizing good performers and crafting personalized employee journeys and rewards, AI transforms employee engagement. The possibilities for an engaged and inspired workforce are infinite!
\
\
_Citations_

- _https://industrytechinsights.com/ai-takes-charge-how-hr-tech-is-redefining-employee-engagement/_
- _https://www.gartner.com/doc/reprints?id=1-2GF5ZESL&ct=240131&st=sb_ 
- _https://www.gallup.com/workplace/468233/employee-engagement-needs-rebound-2023.aspx_
- _https://www.worktango.com/resources/reports/the-future-of-employee-engagement-2023-research-report_ 
- _https://www.researchgate.net/publication/374327540_Employee_engagement_and_organizational_performance_
- _https://www.shiftbase.com/glossary/employee-engagement_

AI HR technologies for employee engagement

Learn how to use AI technologies for HR to reignite post-pandemic employee engagement! Discover game-changing strategies in this insightful guide.

The future of HR: how AI redefines employee engagement

Helpdesk teams are increasingly overwhelmed by the surge of employee requests. Traditional support is inefficient: resolutions are delayed, ticket backlogs grow, and strategic projects lack resources. As a result, employees struggle to complete their work, express dissatisfaction with IT and helpdesk teams, and find it challenging to access essential information. This situation leads to stressed support teams and unproductive, unhappy employees.
\
\
To tackle this complexity, Gaspar AI offers a streamlined solution with a generative AI helpdesk that provides instant support. This blog will highlight our [integration with Microsoft Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support), outlining its benefits, key features, and installation process. 

## What is Gaspar AI’s generative AI helpdesk?

A generative AI helpdesk for employee support allows your teams to complete tasks, find answers, and make informed decisions. This secure, always-available platform is designed for an AI-first world. Using advanced language models, it facilitates dynamic, human-like conversations and integrates seamlessly with various communication channels and IT systems. Employees can act, search, query, and generate content across multiple enterprise applications. Constantly improving generative models, AI-driven performance analytics, and customizable developer tools make it the future of assistance.
\
\
Gaspar AI’s platform connects with various knowledge bases (like [Coda](https://www.gaspar.ai/blog/coda-integration), Notion, [Google Docs](https://www.gaspar.ai/blog/google-workspace-integration), Confluence, SharePoint, and more) and uses [Retrieval Augmented Generation](https://www.gaspar.ai/blog/retrieval-augmented-generation-and-enterprise-helpdesk) to find and provide relevant information. Advanced NLP ensures accurate, helpful, human-like responses tailored to the employee’s needs, with reduced instances of incorrect or misleading answers. Additionally, the platform [integrates with over 30 commonly used apps](https://www.gaspar.ai/integrations) to automate more than 100 tasks. Gaspar AI understands the intent behind queries, executes actions across different platforms, and automates tasks like password resets and software access approvals, freeing support agents from repetitive tasks. 

## Why integrate a generative AI helpdesk within Microsoft Teams?

Integrating a generative AI helpdesk with Microsoft Teams offers numerous benefits for organizations aiming to improve their service desk operations: 

- **Enhanced accessibility**: Employees can access the helpdesk directly within Microsoft Teams, making it convenient to seek help without switching platforms or needing technical knowledge. 

- **Streamlined communication**: Centralizing all helpdesk interactions in one platform simplifies communication and makes tracking and managing support requests easier. 

- **Increased user adoption**: Familiarity with Microsoft Teams increases the likelihood of employees using the AI helpdesk, leading to higher engagement and adoption rates. 

- **Enhanced collaboration**: Integration with Microsoft Teams facilitates better collaboration among employees and support agents, enabling easy sharing of information, documents, and updates within the same platform. 

- **Cost savings**: It reduces costs by consolidating tools and eliminating the need for separate service desk software licenses, maximizing the ROI of current Microsoft Teams investments. 

By embedding service desk capabilities within Microsoft Teams, companies can create a central hub for communication, collaboration, and problem-solving, simplifying workflows and fostering a culture of teamwork and knowledge sharing. 

## Gaspar AI for Microsoft Teams: Key features

When you integrate Microsoft Teams with Gaspar AI, you gain AI-powered features to enhance employee support operations and improve efficiency: 

- **Automated resolution**: Gaspar AI’s generative AI chatbot resolves at least 40% of employee issues automatically and instantly, including common problems like password resets, software provisioning, and access requests. 

- **Automated approvals**: Employees can request time off or access to channels, folders, and groups directly within Microsoft Teams. Both requesters and approvers can track the status on the same platform. 

- **Instant accurate answers**: Employees can instantly find information on HR policies, IT troubleshooting, and more by asking the AI virtual agent on Microsoft Teams, which searches knowledge bases and repositories to provide concise, cited summaries to at least 85% of their questions. 

- **Efficient internal communications**: Reach and engage employees with tailored messages directly through Microsoft Teams, such as software migration announcements, planned maintenance updates, or HR policy changes. 

- **No-code workflow automation**: Reduce manual work by 80% with customizable no-code workflows. 

- **Hassle-Free automated ITSM**: If auto-resolution is not possible, the platform creates a ticket on your ITSM, ensuring smooth handoff to the right agent, with easy ticket creation and status tracking on Microsoft Teams. 

## Setting up Gaspar AI on Microsoft Teams

Setting up Gaspar AI is straightforward. Begin with a free 21-day trial, then log in with your SSO. A member of our team will contact you for onboarding and to help you configure permissions and access controls, ensuring secure access to information based on user roles. The platform is highly customizable, allowing you to select the features and automation levels you need. We prioritize a seamless experience from setup to daily use, reflecting our enthusiasm for great software. 

## Benefits of Gaspar AI in the workplace

Implementing Gaspar AI on Microsoft Teams offers multiple benefits: 

- **More than 40% of issues resolved automatically**: The AI virtual agent resolves issues directly on Microsoft Teams, reducing repetitive requests and ticket volume. 

- **More than 85% of questions instantly answered**: Gaspar AI answers instantly and automatically most of employee queries, with no need for human intervention or search.

- **80% less manual work**: Automating repetitive tasks decreases manual work for end-users and helpdesk teams. 

- **Increased productivity**: Fast and accurate issue resolution minimizes downtime, enhancing workforce productivity. 

- **24/7 access to help**: The generative AI helpdesk is available anytime employees need it. 

- **More time for strategic projects**: Fewer tickets free up IT teams to focus on important projects. 

- **Decreased costs**: Reducing resolution times and inefficiencies lowers related costs, boosting company profitability. 

- **Happier employees**: Streamlined communication and efficient support lead to higher satisfaction, retention, and a positive workplace culture. 

To advance your AI journey, [schedule a call with us](https://www.gaspar.ai/demo-request) to discuss your needs and goals. You’ll also have the opportunity to see our platform in action and experience the power of generative AI firsthand.

Streamline your employee support with Gaspar AI's generative ΑΙ helpdesk for Microsoft Teams. Automate tasks, boost productivity, and enhance satisfaction!

MS Teams generative AI helpdesk: The future of employee support

Welcome to the future of employee support! Whether it's AI-powered responses or instant assistance for your employees, our cutting-edge AI helpdesk has everything you need.
\
\
We frequently hear questions from IT admins regarding the benefits of transitioning from their current service desk setup to Gaspar AI. The reasons they’re hesitant vary. Some express uncertainty about the longevity of AI solutions, viewing them as mere trends (they’re not!). Others question the tangible value AI brings beyond enhanced searches. Many are concerned about the security and ethical implications of AI implementation, or they don’t have much information about all the capabilities of AI helpdesks.
\
\
Ultimately, the decision rests with each IT manager and CIO. To assist in this decision-making process, we've compiled a comprehensive list highlighting why Gaspar AI is better for your employee support needs, and why you should seriously consider switching from your traditional service desk setup.
\
\
From instant, AI-powered resolution for employee requests to a simple, unified user experience centered around Microsoft Teams and Slack, our platform offers many features aligned with modern employee support help desks' needs. 

## 1. Slack and Microsoft Teams first, over portals, email or phone

Our customers have consistently voiced their dissatisfaction with traditional ITSM portals as the primary means of contacting helpdesk teams. Employees often struggle to recall portal URLs and to navigate disparate systems, making it hard to find the support they need and adding unnecessary complexity to seeking assistance.
\
\
Recognizing this complexity, Gaspar AI streamlines employee support by offering a unified, easy-to-use solution that eliminates the need for multiple tools. The rise of platforms like Slack and Microsoft Teams as central hubs for workplace communication offers the best place to seek help. Our friendly, intuitive interface 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) empowers employees to just talk with our chatbot through direct messages (DMs) or public channels and immediately get solutions. By leveraging Gaspar AI's capabilities, employees can receive timely assistance without navigating away from their preferred collaboration tools. Whether they're in the office or on the go, employees can access forms, receive answers, and submit requests with ease using Slack and MS Teams mobile apps.
\
\
This streamlined approach eliminates the need to remember portal URLs, different log-in details or grapple with desktop interfaces, making support more accessible and efficient for all employees and encouraging widespread adoption. 

## 2. AI capabilities to resolve employee issues with no human intervention

We’ve learned from our initial research and our early customers that a significant portion of IT queries revolve around requests for new software access, finding reports and policies, and the never-ending stream of asks for password resets.
\
\
Each of these queries prompts agents to navigate through various tools, typically requiring four to ten clicks per task. Multiply that by just ten queries, and you're looking at hundreds of clicks and several hours consumed by repetitive tasks. In the meantime, end users stay inactive, getting more frustrated by the minute.
\
\
That’s why we built our AI capabilities. Gaspar AI understands queries necessitating actions across different platforms, their intent and user context, and executes them automatically, sparing your agents from manual intervention.
\
\
Unlike traditional software solutions that demand meticulous manual setup and configuration, Gaspar AI is ready to use: its plugins are easy to enable with just one click. They require no implementation specialists or additional setup expenses. They seamlessly integrate into your workflow, automating mundane employee support tasks such as [password resets](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds) and software access approvals, empowering your employees to handle essential functions like [time-off requests](https://www.gaspar.ai/blog/streamlining-hr-processes-with-gaspar-ai-and-hibob) with ease—all without the need for human intervention. 
 

## 3. Keep it simple: no tech talk, just everyday language

Gaspar AI makes it easy to access support without the need to know technical or IT terms: thanks to LLM training, NLP and NLU, employees just talk to our chatbot in everyday language and are instantly understood, engage in interactive conversations and get human-like answers.
\
\
Gaspar AI has been built on advanced LLMs, and trained with high-quality data sets specific to the employee support sector, ensuring instant understanding of issues and human-like, accurate answers. Our Natural Language Processing (NLP) and Natural Language Understanding (NLU) [technology](https://www.gaspar.ai/blog/gaspar-generative-ai-helpdesk) outperforms the competition and can be trained within weeks for a new language. Thanks to our dialog management capabilities, our Virtual Agent can ask follow-up questions and clarifications until the employee’s issue is resolved. 

## 4. Summarized knowledge at your fingertips - no need to read a hundred resources

Employees are losing valuable time and productivity as they navigate disparate systems searching for the insights necessary to fuel informed decisions and foster innovation. A McKinsey report reveals that employees dedicate a staggering 19% of their workday just searching for information. They know that a treasure trove of tribal knowledge lies buried within knowledge articles, slide decks, and reports —if only they could find it!
\
\
With Gaspar AI, you can now fill in the knowledge void: employees can access hard-to-find resources seamlessly on Slack, MS Teams and the ITSM portal thanks to our AI-generated summaries. Our AI helpdesk platform integrates with your knowledge base and internal repositories to automatically index and ingest information, and then match employees' requests with concise solutions. It instantly consolidates information from different sources, staying grounded in your 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. 
 

## 5. Faster approvals for better results

A significant bottleneck in organizational processes often arises from delays in obtaining necessary approvals. It can be a delay in getting the necessary raw materials, a very delayed payment to a supplier, or an employee having trouble getting their well-deserved time off.
\
\
Traditional systems rely on email notifications to alert managers of pending approvals. However, in the age of overflowing inboxes, these notifications frequently go unnoticed. Moreover, even when they don’t, the approval process can be time-consuming, with many steps until it’s done. That’s why with Gaspar AI approvals are directly handled in a few minutes on Slack and MS Teams. The requester submits their request through our chatbot on Slack and MS Teams and the approver instantly receives an alert to approve or decline. Both parties receive status updates and notifications once the request is approved. 

## 6. Instant assistance over hours of waiting

The Mean Time to Resolve (MTTR) an employee issue is about 26 hours. We know that time is money: long hours of unresolved issues, inaccessible accounts, system downtime and more, can cause business disruptions, leading to loss of revenue and customer dissatisfaction. Let alone employee frustration for being uncapable to do their job and feeling unproductive. Thus, the shorter the time it takes to address an issue, the better.
\
\
With Gaspar AI you can [address most routine issues](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/abe34235b163f1ec5d008388da9cecd1.pdf) immediately: we’re talking about account issues, password resets, HR and IT troubleshooting questions, time-off requests, software and hardware provisioning, finding information about company policies, VPN access, group and email list issues, and more. Employees just engage in a conversation with our virtual Agent on Slack or MS Teams and instantly get their issue resolved. And we do this for more than 40% of your helpdesk issues!
\
\
Even for complex issues, with Gaspar AI you can speed-up resolution: by facilitating handoff to the right agent with easy ticket creation on Slack and MS Teams, smart categorization and routing, you can resolve them more easily and quickly. 

## 7. Faster than ever setup: no coding, just a few clicks

We're enthusiasts for great software, both as users and creators. That's why we've prioritized making the entire journey, from setup to everyday use, as effortless as possible.
\
\
Installing Gaspar AI into your [Slack workspace](https://www.gaspar.ai/slack-integration)? Just a few clicks to log in with and enable your SSO, configure your ITSM and your preferred channel settings, and integrate with your internal resources and apps, and you are up and running. It’s a similar process when you use Microsoft Teams. Our customers often find themselves diving into Gaspar AI’s features within just one day, often with minimal guidance. There's no need to dedicate engineering resources or train for days to understand how the platform works. There’s no need to manually create rules to automate processes: our Generative AI chatbot is ready-to-use and our workflow templates allow you to craft customized workflows for the processes you want to automate. 

## 8. 24/7 help vs 9 to 5

When it comes to getting support, there shouldn’t be a schedule: tech issues can happen at any time, and multiple time zones can’t be accommodated in a specific timeframe.
\
\
Gaspar AI offers round-the-clock assistance, unlike traditional support limited to standard working hours. With our AI chatbot offering in-app instant support on 3 applications - Slack, MS Teams and JSM support portal, users can access help and guidance at any time, ensuring immediate resolution of issues and uninterrupted workflow. Moreover, our AI-powered support can handle a vast volume of inquiries simultaneously, minimizing wait times and optimizing efficiency, a feat unattainable with traditional support models constrained by human availability. 

## 9. Purpose-built for employee experience, not customer support

You might be thinking about using your customer support platform for internal support as well. Feedback from customers utilizing customer support helpdesks for employee support reveals that while these tools excel with external customers, they often lack functionality tailored to internal support needs. Adapting customer-service features to fit internal use cases, rather than utilizing purpose-built internal helpdesk features such as service catalogs or approvals, can be time-consuming and inconvenient.
\
\
Gaspar AI is designed specifically for IT and internal helpdesk teams that provide day-to-day support to employees, with product development prioritizing features aimed at enhancing their workflow efficiency. With native support for commonly used apps, service catalogs, approval policies, company resources, and notifications through Slack and Microsoft Teams, Gaspar AI streamlines internal support processes without the need for extensive customization.
\
\
Additionally, upcoming features like hardware management and proactive alerts further underscore Gaspar AI’s commitment to empowering employee support teams and maximizing productivity without excessive software customization. 


## Accelerate employee support efficiency with Gaspar AI

Gaspar AI emerges as a transformative solution for addressing your most common employee support pain points and the problems you have with your current service desk setup. It offers unparalleled value through its advanced Generative AI capabilities and its native built-for internal support. We're deeply engaged with our current customers to pinpoint areas of concern, enhancing our ability to learn while we improve our features and add new capabilities.
\
\
If you seek more than just an AI vendor — but rather a collaborative partner who understands your requirements and goals, and actively assists you in transitioning away from old software stacks — then you should [try Gaspar AI out](https://www.gaspar.ai/demo-request).

Why switch to Gaspar AI for employee support

Discover why it’s time to ditch your old support setup for Gaspar AI. From AI-powered help to streamlined workflows, we have everything you need for efficient employee support.

Contact us

21-day Free Trial