Whether we’re aware of it or not, Artificial Intelligence tools are already present in our daily lives. Be it shopping on major eCommerce platforms or doing basic Google searches – advanced AI algorithms are part of our lives and soon will be present in our homes and offices. Since AI-powered tools encompass numerous different technologies like Machine Learning (ML), pattern recognition, data analysis, Natural Language Processing (NLP), gamification, etc., they can be applied in various ways. Education of employees via personalized microlearning is an important application that various companies are looking into.
AI-Based Employee Education: Is There a Need for It?
AI-based tools can completely transform the way we produce and use eLearning tools. They can make eLearning much simpler, responsive, and less expensive. Time is money for companies, and many companies don’t like how much time is spent educating and training help desk professionals. On average, a help desk employee can require up to 40 hours of training every year. For 69% of help desk employees, receiving 40 hours of training every year is almost mandatory as they lack certain qualities like –
- Knowledge about service desk procedures.
- Detailed information about their employers’ products and services.
- Company-specific IT skills.
- Knowledge about the company’s security policies and procedures.
- All of these training and education programs cost companies enormous amounts of time and resources. That’s why investing in AI-powered help desk bots is, at the least, worth the try.
- What Can an AI-Powered Help Desk Bot Do to Help Train Employees?
A high-quality AI help desk bot can be used to give employees microlearning courses. These AI-powered tools come with virtual assistants. Employees can interact with these assistants via chat. These tools are highly intuitive, and their chat interfaces are very simple and easy to understand. Some company-employed trainers, educators, or senior members of the workforce can also be a part of this education and microlearning system created by the AI-powered help desk bots. They can be part of live chats or messaging systems. Students can choose different coaches and experts if they find certain aspects of their training programs hard to understand.
These experts can also serve as administrators of the AI-powered help desk bots. They can create educational content, add images, notes, etc., to create a definite course content that any new help desk employee can access. These administrators can assign microlearning courses to different service desk employees based on their educational requirements. These AI-powered help desk bots can also be used to create quizzes or surveys, which can be used as testing mechanisms after every training program.
Administrators or educators can check new employees’ progress any time they want on these user-friendly AI-powered help desk systems. More importantly, these AI-powered help desk bots can serve as dedicated resource centers for new employees. Instead of haggling with senior professionals or company trainers, employees can seek clarification from their virtual assistants or educators.
Why Companies Must Use These Tools
Training help desk employees takes a toll on small-scale companies’ budgets. However, not training them isn’t an option either. Multiple studies confirm that companies that assign more time to ongoing training processes for their help desk employees have significantly higher first-response solutions. The equation is simple – the more training your help desk employees receive, the better they’ll be at their jobs. With the help of AI-powered help desk bots, training can become significantly cheaper and more time-efficient. Companies must consider using AI-powered help desk bots while –
Onboarding New Employees
Manually facilitating the entry of new employees into the help desk workforce can be extremely strenuous for companies. Every member of the help desk workforce needs constant information about the new employees’ progress so that tasks can be assigned to them accordingly. Keeping everyone ‘in the loop’ can be challenging, especially when large amounts of paperwork is involved. Automating this process eliminates the risk of paperwork errors and miscommunication. Since all new hires receive consistent information regarding company policies, internal procedures, administrative charts, company software data, etc., the chances of miscommunication are minimal.
Plus, these AI-powered help desk bots offer microlearning courses. New employees won’t feel flustered or overwhelmed by a complex series of information. When new hires receive single emails, small to-do lists, basic instructions on setting up company-specific software systems, etc., their rate of gathering information also improves.
AI-powered help desk bots can be used to create data sources. Recruits can use these systems to understand the specific workflows of their departments on their own. This independence amongst new hires can massively boost onboarding processes and prevent senior members of the team or company-appointed training managers from having to solve recurring problems individually to each new recruit.
Most importantly, high-quality AI-powered help desk bots can respond to employee feedback and create adaptive training programs to ensure no new hire feels ‘out of the loop.’