What is employee service?

Employee Service describes all the different ways that companies help their employees stay productive, from IT support to HR answers to policy information.

Right now, every department has its own support process. Employees file an IT ticket, email the Finance team, or search the HR portal — then wait for a person to help them. But rather than dealing with so many systems, employees want a single place to resolve every issue, right away.

IT
For IT teams, conversational AI can automate a wide range of tech issues, from resetting passwords to provisioning software to creating email groups.
Deliver instant IT support
HR
To create an employee experience that’s effortless, HR teams need to answer questions, announce policies, and provide help in real time.
Automate your HR help
Finance
Employee service for Finance teams means answering employees' questions about taxes, expenses, and commissions, the moment they ask.
Fix finance issues faster
Employee comms
For Communications teams, employee service is about enacting change overnight. To do that, employees must read your messages and take immediate action.
Send comms that drive action
Facilities
For Facilities teams, conversational AI makes returning to work a smooth transition — by giving employees directions to conference rooms, answers to questions about office access, and more.
Answer facilities questions with AI

Companies take a broad range of approaches to employee service, from fully manual support to completely automated conversational AI:

Manual support

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Manual support

Support teams resolve all issues by hand. Employees get high-touch help — but only after days of waiting for a busy human being to manually fulfill their request.

Advantage

High-touch help

Challenge

Multi-day delays

Manual support

Most companies resolve support issues by hand. With this approach, when employees have questions about their health benefits, need new software, or get locked out of their account, they ask talented professionals for help.

The upside: these professionals can provide high-touch support, which is necessary for complex issues. The problem is, most issues are routine, button-clicking tasks that could be automated with the right tools. Support teams end up overwhelmed with such routine requests, leading to multi-day delays for employees and busywork for all involved.

Dedicated portals

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Dedicated portals

Department-specific portals enable employees to address some support issues themselves. They’re useful for browsing information, but they’re hard to find and hard to use.

Advantage

Self-service for simple issues

Challenge

Hard to find and use

Dedicated portals

At some companies, every department has its own service portal, designed to allow employees to get HR, finance, or IT help on their own. For subject-matter experts, these portals are a convenient way to organize resources like knowledge articles, forms, and FAQs.

But for employees, remembering so many unique portals — one for IT, one for HR, one for finance, and so on — is nearly impossible. And because each portal has its own labyrinth of menus and buttons, databases, and workflows, they’re even harder to actually use. In many cases, employees give up and email support teams anyway.

Conversational AI

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Conversational AI

More and more companies are using conversational AI chatbots to solve employees’ issues with natural conversation. These bots provide automatic help without involving support teams, but they’re a massive challenge to build in-house.

Advantage

Automatic, personalized help

Challenge

Difficult to build in‑house

Conversational AI

Language is the one interface that everyone knows. Conversational AI chatbots allow users to fix all of their issues, from IT to HR to finance, just by asking, rather than trying to find the right buttons in a dozen different portals. The advantage of a sophisticated AI bot is bridging the gap between what employees want — one place to go for instant help — and what support teams want — to store resources across many convenient backend systems.

But to engage in intelligent conversation and then provide the right resource, conversational AI bots must be powered by a complex network of machine learning models, which very few companies have the resources to create themselves. Moveworks is a third-party solution that trains and maintains an AI bot for our customers, in order to deliver an employee-centric experience with minimal effort from support staff.

Bridging the gap:
Making support easy for employees

Each approach to employee service has unique advantages and challenges. The manual approach enables high-touch help while sacrificing speed, while dedicated portals contain the resources required for rapid help — if employees can actually find and use them. Conversational AI combines the best of both worlds, but requires highly sophisticated machine learning to work.

To bridge the gap between what employees want and the systems that already exist, conversational AI has become a necessity. The most mature conversational AI bots connect employees with the tools, resources, and systems that they need, on their terms, from a single interface.

Increasingly, industry-leading companies like Slack, Broadcom, and DocuSign are shifting to an employee-centric support model with conversational AI — using the Moveworks Employee Service Platform™. Moveworks uses advanced AI to provide high-touch, personalized support, at machine speed. And because Moveworks is pre-trained on millions of real-world requests from employees, it doesn’t require training, scripting, or maintenance for support teams.

See Moveworks in action