By Suhas Uliyar, Vice President, AI and Digital Assistant
As the COVID-19 situation continues to unfold, if you are in the human resources or IT/operations division of your organization, you are likely being pushed to the forefront during this extraordinary time. Your division may be actively leading efforts to communicate with your workforce or users as they adjust to a new environment such as remote work, while also complying with ever-shifting policies and guidelines.
Given the significant upheaval in the way organizations have to operate these days, there are some common questions that many IT and HR leads are trying to address, including:
While the more complex communication challenges will still need to be tackled by humans, a digital assistant may offer relief in some areas. For example, organizations may need to automate responses to most basic queries so human minds can be freed up to deal those more complex challenges. Enterprises and organizations may also need to enable more processes and transactions online and offer them in an easy-to-use medium – one that is easily accessible and intuitive.
Meanwhile, organizations are having to reconfigure how they engage with their customers, contractors, and employees – and in the case of public sector organizations and educational institutions, citizens and students, respectively. These various touchpoints include providing real-time, reliable information on health and safety guidelines; offering assistance in setting up a remote working environment; communicating up-to-date changes in policies; and enabling online self-service functions or access to relevant insights, information, and processes from within the organization’s systems.
Before COVID-19, AI-based chatbots or digital assistants were already changing the way we interact with our ecosystem – customers, employees, partners, citizens, and students. Enterprises had started to use digital assistants to provide 24x7 assistance to their stakeholders with self-service assistants for customer support; employee self-service across HR, ERP, CRM, and business intelligence systems; and vendors and partners for ERP self-service for quotes and invoice management.
A digital assistant can provide a consistent channel of communication and engagement in natural language text or voice, so users don’t have to learn an enterprise’s systems to interact or access information they need. Other benefits delivered by digital assistants include:
As a result, digital assistants can help support the current need of a remote workforce and concerned citizens, students, and customers while creating long-term efficiencies for your organization.
For a more in-depth look into how your organization can derive quick value from a digital assistant in these uncertain times and the longer term, please contact us here.