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Employee support 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.
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.
High-touch help
Multi-day delays
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 busy work for all involved.
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.
Self-service for simple issues
Hard to find and use
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.
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.
Automatic, personalized help
Difficult to build in‑house
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.