पोस्ट

Conversational AI and the Employee Experience

By Chris Ezekiel, Founder & CEO

Recently I was invited to contribute an article to the Collaboration Journal, a quarterly publication from the Collaboration Network, as a guest columnist. The Journal always features a variety of thought leadership articles focused on achieving better outcomes for customers and employees. They address topical business challenges within the context of the current state of the world.

I shared insights with readers from my over two decades in the conversational AI industry. I started out by talking about conversational AI tools being thrust into the customer service spotlight in 2020 as businesses dealt with COVID-19 lockdowns, restrictions, and rapidly changing information. This created an increased adoption of, and preference for, digital self-service tools.

The key takeaway from my article wasn’t about customer service, however. While conversational AI tends to be associated with delivering easy customer self-service, I encouraged readers not to overlook its value for employee self-service, too. This technology is achieving impressive benefits for both customer-facing and internal use cases.

Why did I place my focus on using conversational AI for employee support? One reason is the important fact that your customer experience starts with your employee experience. Employees that feel supported and have the proper tools to do their jobs are going to be happier and more engaged. In turn, that means better products, services, and support for your customers.

The same growing customer base of digital natives who appreciate having 24/7 intelligent self-service options always available, also appreciate having those same types of digital tools offered within their workplace. This has been amplified by the switch to fully remote and hybrid working arrangements within many organisations.

Sophisticated conversational AI platforms provide options for creating fully integrated virtual agents that can deliver personalised information and support. These can be deployed on company intranets and microsites to support logged-in, authenticated employees regardless of their physical location.

Use cases for internal virtual agents range from supporting contact centre and live chat agents to delivering support for HR and employees’ day-to-day jobs. All employees, whether or not they are in customer-facing roles, can benefit from having access to self-service tools.

Virtual agents and chatbots have come a long way over the past two decades, and there are even more exciting developments on the horizon. Now is the perfect time to make conversational AI a key part of your employee support strategy.

If you aren’t a member of the Collaboration Network, I encourage you to visit the Collaboration Network website to request a copy of the Summer 2022 edition of the Collaboration Journal. It includes many great thought leadership articles on pressing issues such as the impact of the cost of living crisis, supporting vulnerable customers and employees, and scam prevention.

My thanks to the Collaboration Journal team for inviting me to be a guest columnist!