AI and the Future of Work are transforming numerous segments of the corporate world. Most recently, IT and HR support teams.
All thanks to LogMeIn who just announced the launch of Bold360 Helpdesk which is designed to modernize employee support for greater efficiency and fewer roadblocks. From standard FAQs to complex conversations and ticketing integrations, Bold360 Helpdesk enlists AI-powered chatbots to deliver the answers employees need so they can get back to work faster. With seamless transitions to human support reps, employees rapidly get what they need.
Searching through internal systems to find the right phone number to call or ticket to submit consumes human talent that could be put to better use. Meanwhile, internal IT and HR support teams spend a considerable amount of time managing mundane tasks and answering repetitive questions, which ties up limited resources.
“Finding your company’s guest Wi-Fi password shouldn’t be like finding a needle in a haystack, but the average employee spends nearly a third of their day searching for information via cumbersome, and often outdated, internal systems,” said Ryan Lester, Senior Director, Customer Engagement Technologies, LogMeIn. “Employees don’t want to work with these difficult systems that lead to old or missing content, more frustration and waning productivity. It can feel like a never-ending cycle; but with Bold360 Helpdesk, we’re breaking that cycle to enable employees to work in a way that’s convenient for them and makes it easier to find what they need, so they can spend more time focusing on their core work.”
“On any given day our HR department receives a high volume of employee inquiries, and during peak times like open enrollment, the number can skyrocket. We were in need of a solution that would allow HR to more efficiently manage service levels without compromising the employee experience,” said Sonya Bird, Head of HR Operations at Mercury Systems. “We partnered with Bold360 to build a tailored solution that would better serve our employees and provide HR with additional support so the team could put the time and resources to solve more complex questions and business challenges. We’re looking forward to putting Helpdesk into action and seeing the value that it brings to our employees and support staff to improve how they work every day.”
With intelligent self-service capabilities, Bold360 Helpdesk gives employees immediate answers to their questions, thereby reducing the number of routine inquiries and questions that are diverted to IT and HR. For more complex situations, Helpdesk seamlessly transitions to a support employee who is armed with an AI assistant and powerful remote support tools. Additionally, real-time analytics identify addressable knowledge and workflow gaps to drive continuous optimization and improvements to the employee experience.
Businesses can foster greater employee satisfaction, which ultimately contributes to higher workplace productivity. All of this is accomplished through the following capabilities in Bold360 Helpdesk:
- Conversational chatbots for modern, AI-powered self-service
- Intelligent search-driven by Natural Language Processing (NLP)
- Simple deployment over multiple engagement channels such as a web widget, Chrome browser extension, Microsoft Teams and customer support centers
- Seamless transition to escalation channels like live chat, email and ticketing
- IT starter kit including a focused intent library, optimized NLP and deployment guide
The bottom line here is AI continues to infiltrate the enterprise and as a result, allows workers to focus on higher-value work which generally means higher productivity which generally means workers become more valuable to the organization. We refer to AI and humans collaborating to get work done more efficiently as the Future of Work.
We applaud LogMeIn for this great new Future of Work solution.
Where do organizations go to learn even more? The world’s only Future of Work Expo (collocated with the ITEXPO #TechSuperShow) of course. Feb 12-14, 2020 in Fort Lauderdale, Florida. Registration is now open.