How Service Automation Improves Employee Experience?
February 28, 2023 /
Workelevate
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Employee experience has taken a center stage in this hybrid world. Transforming the pace of employees and enhancing their productivity using technology is one of the top CIO priorities. Today’s workforce has high expectations when it comes to receiving support for their workplace concerns. It’s time to leverage workplace automation tools and augment human potential.
Consider the following:
- 60% of technology and business leaders have identified enhancing the employee experience as a critical IT priority for the upcoming 12 months. – Forrester 2023 Survey
- According to IDC researchers, by 2024, businesses that give their frontline workers democratized access to digital collaboration, process automation, and similar tools will see a 20% increase in revenue due to improved productivity.
- Gartner has predicted that by 2025, 70% of businesses will use digital adoption solutions across their entire technology stack to tackle insufficient application user experience.
By automating repetitive and time-consuming tasks, businesses can focus on providing faster support, improving employee productivity, and reducing service desk dependency. With service automation, CIOs can streamline IT support, HR management, and other employee-centric processes, enabling a more engaged and efficient digital workplace. Let’s explore how.
What is Service Automation in the Workplace?
Service automation is the use of Artificial Intelligence and automation capabilities to streamline workflows in a service, end-to-end. It is defined as the process of unifying all domain and functional tools into different automation layers ultimately creating a single interface for all workflows. This automation can be directed towards improving the employee experience through a digital workplace service automation platform by enabling self-service capabilities, chatbot assistance, and live remote support using API integrations.
In simple words, service automation enables employees to get their queries addressed with ease while helping service desk teams automate recurring requests, reduce their workload, and empower the end-users with scalable services that can be orchestrated for 24x7x365 support regardless of their location or device. Bringing the employee experience narrative to the forefront, service automation involves seamless integrations with SaaS applications such as ITSM and HRMS tools as well as communication platforms for delivering a unified service experience.
How to Transform Employee Experience using Service Automation?
The process of service automation utilizes a centralized platform to provide self-service capabilities through the use of chatbots and automated workflows. This platform is integrated with common workplace tools and acts as a single point of contact. Millennials like to self-help and prefer instant, omnichannel access to employee support that service automation can deliver at scale.
Service automation involves the integration of virtual assistants (chatbots), which can automate conversations and expedite the resolution of end-user inquiries at the L1 level. The whole interaction can be customized to cater to the individual user’s needs, starting with a personalized greeting to fetching the device status and the assessment of the issue, based on previous tickets.
Businesses can create a self-healing IT environment by enabling untethered system monitoring that allows automated remediations of issues with end-user devices, software, and applications, ensuring that they are up-to-date, secure, and functional. While the employees interact with a chatbot and receive one-click resolutions, admins can remotely monitor and do the necessary analysis to perform further remediations and optimize system performance.
This eliminates the need for employees to wait for IT support, saving their valuable time and accelerating their productivity. Organizations can automate their IT support, resolve IT tickets quickly, and improve the digital workplace experience.
Service automation also empowers HR support services by streamlining the onboarding and offboarding process, providing instant access to information such as HR policies, leaves & holidays, salary slips, and much more. HR teams can automate their repetitive tasks which can often be time-consuming and error-prone. Additionally, service automation can be used to provide support for facilities, finance, and field support for employees.
Rethink Employee Outcomes with Workelevate
Workelevate is a digital workplace service automation platform trusted by some of the top global and Indian brands for managing digital employee experience (DEX). Automating away the routine and manual work helps organizations build more capacity across business functions, eliminates unintended human errors, and empowers the IT to deliver digital workplace support services faster.
By optimizing the employee experience through Workelevate’s service automation capabilities, businesses can stay ahead of the curve and drive success. So why wait? Explore the possibilities of employee service automation and transform the pace of your business today. Get Started Now
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