AI and Employee experience| How does it positively go together?

Do you know 62% of workforce believe that AI will carry a favourable impact on their jobs?

And 67% say it is necessary to develop the skills for working in coordination with intelligent machines.

As per the research studies, AI will be the driving force behind cultural and economic shifts that will make the workforce more productive and agile. As AI plays a major role in the organisation of actively listening and understanding the perspective of employees. It allows the company to determine what exactly an employee wants and provide suitable information, such as career path recommendations and coaching. With AI algorithms, businesses can now formulate HR strategies that adapt to the particular needs of employees rather being limited by the resource planning of the HR team.

Today’s workforce not only looks forward to have a better workplace, but also expects to have a better brand story that adds credibility to their future career. However, working with a reputed brand in the market adds to the glory of employee experience. With AI tools, the company will be giving a first-hand impression to its employees, a personalised upskilling and experience of training, and an exceptional employee involvement process. These factors enhance the company opinions which leads to an overall improvement of the company brand.

Let’s find out how AI can prove to be beneficial for the organisational team:

• AI offers valuable insights on better interpersonal relationship among team members
• AI is diligently skilful in handling mental health issues at the workplace
• AI acts as a good interface in the recruitment process
• AI improves the onboarding experience of an employee from the first day itself
• AI promotes tasks automation
• AI cultivates training paradigms amongst employee’s learning prowess

However, AI shows the red flag to signal the HR manager wherever any team member faces difficulty in learning. This will, in turn, enables the HR manager to impart training exercises for improving those skills.

Botomation with Tryvium desk empowers the organization to reinforce the AI dream of self-service for employee experience improvement. It gives the large organizations a platform to collaborate and become more interactive by adding value to MS Teams and Skype for the Business platform which focuses on enhancing the employee experience. It also integrates with major ITSM tools, Customer Support systems and CRMs available in the market. With the Tryvium desk, organizations can enhance first call resolution, improve agent productivity and reduce call handling time which makes the employee and their customers experience more powerful.  Botomation is one of our expertly developed applications combining AI and intelligent automation technologies to help companies with digital transformation. Whether it is customer support or employee request, Botomation can always provide near human experience with superior communication.

Many organizations have introduced Botomation in their system to optimize AI in a significant manner that interprets the action relating to business processes and communicates smoothly within the organization. This, in turn, improves operational efficiency and brings down the overhead costs by superseding the routine tasks of employees. It allows the employees to concentrate on higher-value processes which improve productivity by 86%. Botomation also upgrades the HR processes and extend the benefits to employees in the areas of performance review, monthly payroll and travel expense management.

To know more, download the ebook https://botomation.ai/insights/ebooks/ai-and-employee-experience

Intelligent ways how automation can redesign traditional IT service desk: A Guide

Higher user expectations. Increased responsibility. Staying abreast of the latest technology but within the budget. Limited resources to offer cost-effective solutions. Wrestle with loads of daily requests.

Yes, you heard it right! These are a few challenges faced by IT Service Desks. Being the backbone of modern enterprises, the IT Desk supports many technologies, serves as a connective tissue between the technology operations and core business activities, manages third party relationships with outsourcing providers, and delivers quality services to the end-users.

Keeping your IT Desk running smoothly can be an endless challenge. And the only solution is – Automation.

Contrary to the fact IT Automation will replace internal IT staffs, studies say automation will actually increase the department’s effectiveness reducing the hard labour of manual work while enhancing employee satisfaction.

Why your IT desk needs automation

Consider some of the top issues your IT desk receives regularly.

1. What is the WiFi password?
2. How can I reset my password?
3. Can you help me with installing the printer?
4. I want to install a VPN.
5. I need help with setting up my webmail account.
6. Issues with my OneDrive
7. I cannot send emails

Now imagine how mind-numbing it would be for your IT desk professionals to solve monotonous issues over and over again. Instead, how convenient it would be if we could automate all these tasks with an AI-powered chatbot that is readily available round the clock.

Jenie AI Chatbot promises to revolutionize the IT support landscape, improving the overall ITSM efficiency and productivity. It is a next-gen tool where your employees can interact as they would to a friend and get the issues resolved automatically with no manual intervention. All they need to do is type in and send a message in any preferred language. The bot understands different languages!

With a conversational UI supported by NLP (Natural Language Processing), Tryvium Desk solves all the above-listed simple queries, and even more. It is their virtual assistant that is available 24×7.

Without replacing human representatives, automation will free your staff from doing low-value, repetitive tasks to concentrate on high-level functions, business-facing roles. This hybrid approach will allow for a more rounded and holistic technology user experience.

Ways you can leverage service desk automation

Consider these areas to boost the efficiency and performance of your Service Desk:

•            Employee onboarding

•            Answering common queries

•            Customer feedback

•            Route requests to the right agents

•            Approval workflows

•            Automation is here to stay

The consumerization of IT (CoIT), a tendency in which new information technology first enters into the consumer space and then spreads into the business environment, has risen significantly with more tech-savvy workers are seeking quicker solutions even at the workplace. According to a Service Desk Institute Survey, 47% of service desks see increased demand for business intelligence and big data in the immediate future. IT preferences continue to change frequently as the digital environment continues to evolve, and hence harnessing emergent technologies and innovative approaches can help drive your business. In fact, it is predicted that the use of cognitive platforms and autonomics could drive a 60% reduction in the cost of IT services. What more! Start your automation journey today.

Read on to know how you can reap the benefits of an automated service desk. Download the ebook https://botomation.ai/insights/ebooks/intelligent-ways-how-automation-can-redesign-traditional-it-service-desk-guide

Natural Language Processing: How this innovative technology is mimicking human level of intelligence in understanding human languages

Natural Language Processing: How this innovative technology is mimicking human level of intelligence in understanding human languages

Tracing back to the early stage of human race where only hand gestures were used to communicate, we have come a long way where we now interact with computers, almost every day. Thanks to the significant rise of AI and ML technologies that help facilitate a seamless interaction between a human being and a machine.

NLP is a type of Artificial Intelligence that provides machines the capability of reading, understanding and interpreting the meaning from human languages. For instance, Amazon’s Alexa understands what we say and knows how to respond . Interestingly, Gartner predicts that 30% of our interactions with technology would be through “conversations” with smart machines.

By implementing NLP, businesses can organize their large amounts of unstructured data, like emails, social media conversations, online chat conversations, etc. to gain insights and take valuable business decisions.  

A few of the common NLP applications that we use in our daily life:

• Sentiment Analysis
• Chatbots
• Virtual Assistants
• Auto correct
• Speech recognition
• Text analysis
• Intent classification
• Market Intelligence

Let’s dive deep into AI chatbots, one of the most commonly used NLP applications.

NLP in chatbots

AI-powered chatbots is still a hot topic in today’s competitive world. It is estimated that the global chatbot market is expected to reach 1.25 billion dollars by 2025, Adding to that, the race for digital transformation after the pandemic has already caused a surge.

With the potential to provide exceptional customer service, enhance engagement, achieve growth and increase sales, brands across all the industries find chatbots imperative to their business. According to an IBM study in 2017, 52% customers have hung up on customer support lines just because they didn’t want to wait for an agent. At the same time, it’s frustrating even for live agents to handle irate customers and solve repetitive problems all day long. But AI-powered bots can handle nearly 80% of routine or the Tier I question smartly.

Apart from customer service, chatbots are useful for HR and IT service desks in streamlining and automating workflows so that agents can save time to focus on much higher complex tasks.

Why your chatbot needs NLP

Imagine on a website who likes to click answers from a boring, defined set of menu options? We like to express our concerns, our thoughts or what we want to say. Instead, think how interesting would that be if you were to converse with a bot that identifies your sentiment, reacts to it with emojis, and chats with you in a very casual tone just like how your friend does.

How NLP works in chatbot?

NLP is at the core of chatbot architecture without which they add no value. When you type “Hi”, the bot recognizes it as a standard greeting and leverages the AI capability to give a response. It understands the user’s message, parses and converts it into structured data that computers can interpret. A message is not treated as a set of symbols but the hierarchical structure of language – words, phrases, sentences and coherent ideas is analysed.

With the pre-programmed or acquired knowledge, NLP decodes the segments of the sentence and extracts the intent and entity of the message. “Intent” is the goal of the message and “entity” is something that modifies the intent.

For example, in a statement “What is the weather in New York”? the intent of the user is to know the weather. Intents are often a verb or a noun. Here, the entity is “New York” i.e., the “place” Entities are often place, time, or objects.

Without NLP, bots cannot understand the difference between a “Hi” and a “Goodbye”. It is the NLP that provides the input text’s meaning and context for the bot to respond.

Chatbots mimic the different functions of the human brain like learning, reasoning, interacting, understanding and perceiving.

Learning: Chatbots evolve over time, that is, they are capable of accepting user “corrections” and improve response

Reasoning: NLP provides the ability to “read” and parse natural sentences

Interacting: They memorize and recall every single back and forth conversation and can learn to respond from human agents.

Understanding: Chatbots are smart to know what the user’s is intending to ask or know, even if their language is not phrased rightly

Perceiving: Bots that are good at intent recognition can also be trained to answer simple FAQs so that agents can denote time for complex queries.

Final thoughts

NLP has changed the way we interact with computers and it will continue do so in the years to come. For businesses, NLP will continue to be more effective in providing customers a better, engaging and personalized experience.

Let’s understand how NLP can add more human touch to your chatbot. Get the ebook now! https://bit.ly/3bURb5b https://botomation.ai/insights/ebooks/natural-language-processing

Empower your employees through Tryvium Desk

All you Need to know and how we can help you build it.

We are fighting battles everyday, trying to develop the business, beat the competition and sometimes even trying to survive. If your technology is not supporting your business and your customer needs, then you are on the backfoot.

Sensiple along with Microsoft empowers your organization and accelerates Agent & Customers experience as the Modern/Digital workspace continue to evolve. We continue to accelerate employees work environment to create an agile, high performing & Empowered workforce.

“Take care of your employees and they will take care of your business. It’s as simple as that. Healthy, engaged employees are your top competitive advantage.” – Richard Branson

Some of the key challenges faced by larger enterprises in service management.

Lack of Omnichannel Experience

The omnichannel movement is everywhere. As many as 45 percent of organizations taking an omnichannel approach saw an increase in average business and experienced increase in loyal customers.

Omnichannel allows users to experience consistency over traditional channels. Users can move from one channel of engagement to another without any interruptions. Omnichannel approach means a seamless journey of continuity, from the first touch point of support till resolution of service and beyond.

Numerous Requests, Recurring issues, Long resolution times

Phone calls are especially time consuming, especially with numerous requests recurring & unresolved issues., they flood the queues quickly and sometimes take a long time to resolve. there are a variety of common issues that the help desk has to deal with regularly, which means a lot of time is wasted doing repetitive task. Common issues like password resets take up to 50% of the helpdesk volume.

Lack of Multilingual Capabilities

In an era of globalization, business continue to grow and expand internationally. Providing multilingual support to global users can be really challenging. Ultimately, hiring regional agents isn’t a practical solution for any service management.

Analytics & Data Visualization 

According to a recent survey over 55% of the organizations are dissatisfied with their data Analytical capabilities. These days there are more data to gather and metrics to capture for a better customer experience and Agents productivity. Failing to measure them correctly would end up in jeopardy. Better Metrics & analytics means better decision making.

Customer Context/Personalized Customer experience

Customer always expect your Support desk agents to “know who they are, what they are calling about, and have insights about their previous contact history. In short, they want a informed and personalized service.

Intelligent Routing

In a recent survey 95 % of the companies are randomly routing customer calls either to the First available agent or Longest available agent.  In the current economy, it is all about user experience and there is no room for random.

This is where Intelligent routing comes into the picture to create a new type of user experience. Intelligent routing provides frictionless user experience by routing issues/queries to the right agents in the first attempt. Routing can be configured in many ways according to the user’s needs like Skill based routing, Priority routing, off business hours routing and so on.

All-In-One Solution

A common issue that most of the organization face is, employees spend most of their time trying to toggle between Tools & information which results in Long chat queue time and frequent chat disconnections ending up in rigid end user experience.

We do things differently, and focus on transforming Employee empowerment in their workplace. Happy Employees, Happy customers and Happy business. To know more download our ebook or request for a demo

How cognitive chatbots provide supreme customer experience and transform service desk interactions

Artificial Intelligence (AI) and Machine Learning (ML) is no more a fairy-tale ,we see them everywhere around us. Right from helping us to know the delivery time of our ordered food, suggesting friends on social media, recommending products on e-commerce sites, to our very own personal assistants like Siri, Cortana, etc., AI has managed to influence our daily lives immensely.

Now, AI is taking a centre stage in creating customer experience strategies. By leveraging cognitive technologies, organizations can gain insights from various touchpoints to improve customer interactions and make a valuable business decision, in addition, get insights on customer buying behaviour’s and preferences in real-time.

How leveraging AI can transform your service desk

IT service desk has become an indispensable component of business success. In every organization, it is the service desk that is flooded with support requests like installation of printer, slow browser, upgrade for a new version software, password reset, and a whole lot of things. With the latest technology developments, IT technicians and administrators face the pressure to stay ahead of the curve, communicate effectively, and deliver efficient services to every end-user while being within the company’s budgets.

Is AI only the future of Service desk?

Besides personal lives, AI has already started revolutionizing the work environment, and the Service Desk is no exception. There are many hysteric conspiracy theories on AI overpowering human intelligence and beyond. But in reality, AI only assists humans at a better pace. With every new technology, there is a loss of roles to some extent, but at the same time, new opportunities emerges, and new jobs are being created. AI Service Desk only frees employees from doing monotonous, repetitive tasks, and does not replace their roles. So that employees can spend more time and expertise in offering better customer experience.

AI chatbots for service desk empower your agents to select the right channel and engage with the customers in the best possible way. Your internal customers often complain about:

• Lack of immediate response
• Services offered are not appropriate
• Not easily available to solve even simple problems
• Challenging to follow instructions to resolve while working in remote
• Clueless on the issue that was reported earlier

With AI-powered chatbots, your IT desk can take better control of the workflow, reduce delays, eliminate repetitive tasks. While working in unison with the chatbot, it fosters increased customer trust and becomes a “closed-loop” virtuous circle” of learning and trust.

Tryvium Service Desk powered by AI and ML capabilities, which can be integrated with ITSM, HRIS, and CRM offers a highly personalized, seamless customer experience. With Tryvium, you can deliver intelligent interactions, connect customers with the right agents, and improve resolution times.

To know more on how cognitive chatbots provide supreme customer experience and transform service desk interactions, please download our ebook https://bit.ly/3kfVSta

Leveraging Digital Engagement to Modernize the Customer Experience

In the digital age, businesses feel the urge to live up to customer’s expectations for contextual, spontaneous and entertaining experiences while engaging them across touch points. As new digital technologies emerge, contact centers have advanced from boring voice telephony to handy, agentless, self-service solutions to ensure a tailored, omnichannel customer journey.

Going beyond 2020, it is possible to extend digital engagement capabilities to contact centers with robotic technologies like AI (Artificial Intelligence), ML (machine learning), biometrics and RPA (robotic process automation).

No doubt, their digital efficiencies will boost leading to an ultra modernized customer experience.

AI – The Most Vital Tool Ushering A New Age of Customer Engagement

The robotic technology is acknowledged to be the most productive way for driving customers to digital engagement. For many businesses, the effective engagement of customers on digital platforms has built positive B2B, B2C, and B2B2C relations. Digital technology stands where conventional or manual interactions could not, enabling businesses to provide an intelligent and personalized experience for a range of customers.

Just think about how much businesses have improved their customer experience by engaging them digitally, and how they are making the most of AI, ML and other digital technologies to step into a new world of digitally revolutionized engagement?

Change in Customer Behavior & Expectations

The present generation of customers, mostly Millennials, are becoming tech-oriented and digital-friendly. They are mobile connected, keep active all day and constantly interact on social as well as digital channels.

Above all, these customers believe in on-demand experiences that are appropriate, significant, immediate, and interactive. Moreover, social networks are powerful enough to echo their voice, giving them enough liberty to post their feedback (bad and good) or share their views regarding services, products, and companies.

The conventional marketing and customer support approaches like “Try it out and see what happens,” is no more going to work. It’s because there is a shift in the behavior and expectations of the new generation of customers.

To know more on modernize the customer experience, Please download our Ebook https://www.sensiple.com/insights/ebooks/leveraging-digital-engagement-modernize-customer-experience

AI capability can reduce 60% efforts of HR Teams

Undoubtedly, there is an unexpected growth of artificial intelligence in the recent times. At the moment, AI and automation have become complimentary. They are gradually taking control over all industries you can ever think of, a gamechanger for almost all the departments, and automating every departmental activity.

Artificial or Machine intelligence have replaced a lot of manually done tasks while imitating human behavior simultaneously. The idea of AI & Automation has reached new heights.

Can you imagine half of us don’t even tap to call, in fact we just talk to the phone to place calls. the user interaction keeps evolving. The same real life transformation is trending at every enterprise grade now, that’s remarkable!!

The effect of AI is so clear and so rapid; it’s really difficult to ignore them. However, by incorporating and leveraging AI capability, you can still minimize the manual efforts by as much as 60%, be it HR or any other department.

Automation Is Prevailing Everywhere

Automation is nothing but the use of mechanized or electric processes to perform tasks without much interference by humans.

AI-led automation is all-pervading, and its impact on HR activity is now on the rise, but some of you are merely aware of this development.

There’s absolutely no doubt that an AI-assisted future is on the way. Surveys predicts that 60% efforts of HR teams will be reduced by the help of AI. Request a demo

Source: Sensiple blog

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Leap Ahead of Employee Churn with HR Analytics

Human resources (HR) analytics helps you get insights into every aspect of your organization’s resourcing from hire and onboarding right through to leave and termination by combining data from many data sources. It helps you get insights into, and make predictions about, who and how many people you need to hire, how they need to be trained, how employees are performing, vacation/leave statistics, and what you can do to keep good employees around.

This blog will take a brief look at this last point – we’ll outline some of the insights you’ll get from HR Analytics into why people leave your company and then dive into a few of its few benefits.

The Insights
HR Analytics can help your organization get insights into exactly why people leave your company. All this information can be displayed in easy to understand unified dashboards.

Here’s a few insights you can get:

• How high your turnover rate is for any period of time, department, or position?
• Why people are leaving (salary, benefits, work environment, career advancement, etc.)?
• How much of your churn is regretted versus non-regretted loss?
• Which employees are most likely to leave and why they are most likely to leave?
• Which skill sets you’re losing when people leave?
• Whether people are more likely to leave at specific times of the year (holidays, seasons, etc.)?

The benefits

Implementing an HR analytics solutions can open many distinct advantages for your organization, including:

• Better decision making about who to hire, when to hire, and how to hire
• Improved and targeted incentives, interventions, and career development to keep quality people around
• Risk control and loss avoidance by helping you target and retain personnel with critical skillsets and experience
• Driving your HR from an operational to a strategy role

Want to find out more about how Analance™ HR Analytics can help your organization get control over employee churn? Contact us today.

Source http://blog.ducenit.com/leap-ahead-of-employee-churn-with-hr-analytics

ObjectFrontier Inc to Sponsor Greater Alpharetta Tech Network (GATN) Event with Brian Hopkins, VP and Principal Analyst for Independent Research Firm

Guest Speaker Brian Hopkins toShow Tech Leaders What Trends Should Influence their Customer Experience and Digital Transformation Strategies in 2018 and Beyond

ObjectFrontier Inc (OFS) is proud to sponsor the Greater Alpharetta Tech Network’s (GATN) November Speaker Series event featuring Brian Hopkins, VP and Principal Analyst for Forrester Research Inc.

Hopkins, who leads emerging technology and technology innovation research for Forrester, will share what trends will shape digital transformation and customer-obsessed innovation for companies across all industries. Among his topics of focus will be the Internet of Things (IoT), distributed trust systems, and ways to build an immersive customer experience with emerging technologies.

“The ObjectFrontier team is thrilled to be sponsoring this Speaker Series event for GATN, which truly inspires and brings together the Alpharetta tech community,” says Rich Napoli, CEO of ObjectFrontier, who also spoke at GATN’s last Speaker Seriesevent on blockchain trends for business. “We look forward to hearing a dynamic guest speaker like Brian share his expertise on the new technologies that canbring business value and customer experience to a much higher level for companies driving growth in 2018.”

Brian Hopkins’s presentation on the next trends in technology will take place November 16 from 5:30 – 7:30 pm at Atlanta Marriott Alpharetta, the event’s facility sponsor. To learn more and register for this event, click here. This GATN November Speaker Series event is free to organization members. For non-GATN members, advance tickets are $25, and tickets at the door are $30.

About OFS: OFS helps clients build digital products that drive revenues for their business. OFS uses the latest in social, mobile, cloud and analytics technologies to build software that is compelling, packed with innovative features, and designed for rapid evolution to propel customers past their competition. Founded in 1997, OFS has a deep heritage of building commercial products for software vendors, which has given the company insight and experience to create impactful software for any business. OFS has more than 500 employees spread across its U.S. offices in Atlanta, New Jersey, Philadelphia, Boston, Washington D.C., and its development center in Chennai, India. For more information, please visit www.objectfrontier.com.

About Greater Alpharetta Tech Network: Greater Alpharetta Tech Network (GATN) is an independent, nonprofit organization, working to engage and strengthen the Greater Alpharetta technology community by serving the interests of technology companies and professionals in North Fulton and South Forsyth –including technology companies in Alpharetta, Johns Creek, Milton, Roswell, Sandy Springs and the cities of south Forsyth County– through thought leadership, education, and networking events.

GATN hosts a regular series of events aimed at helping members and non-members leverage the connections and educational insight that foster growth throughout the community.

For information on GATN and how to join GATN, visit www.gatnconnect.org.

CONTACT:

ObjectFrontier Inc.

Laura Corish
267-352-3554
laura.corish@objectfrontier.com

Rachel Hans
(404) 214-0722 Ext.: 113
rhans@trevelinokeller.com