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Happy employee = Happy customer…Use Conversational AI to enhance employee experience

There’s a strong statistical link between employee well-being reported on Glassdoor and customer satisfaction among some of the biggest brands today. A more satisfied workforce is clearly associated with a company’s ability to deliver better customer satisfaction — particularly in industries with the closest contact between workers and customers.

However, there are headlines circling around The Great resignation and Quiet Quitting lately. 83% of companies say that recruiting, hiring, and retaining talent presents a challenge which is affecting their overall company growth. High employee turnover poses challenges to sustain a strong relationship with clients.

To improve employee’s well-being and defy the resignation wave, we must understand the core reason behind it - The new generation has low tolerance for mundane, manual work. Instead, they continually set their sights on jobs that make them feel a sense of purpose and that challenge them to evolve. That’s where Conversational AI comes in.

Having a virtual assistant to work alongside you is like having your own personal helper to handle all the tedious tasks and let you focus on the core and fun work. It covers a wide range of functions to boost the employee productivity while improving their engagement:

Mentor – An AI virtual assistant keeps track of the employees’ training needs, it recommends training resources that are related to employees’ position and pave the path for long-term career development. It collects feedback after trainings to help HR understand where employees are struggling and what needs to be changed or improved. When people are well-trained for their jobs and feel successful in their roles, they are more inclined to experience job satisfaction and stay in that role.

Personal assistant – Virtual assistants can automate tedious tasks by simplifying them into a more user-friendly format. Whether looking up resources or scheduling appointments, conversational AI can facilitate these tasks faster and easier than possible by manual efforts. Depending on the task being automated, this could either alleviate an employee’s workload or simply speed up time-consuming and tedious tasks. Conversational AI can also remind employees of deadlines, tasks, and other important information.

Internal communicator – Instead of reaching your co-workers on different channels such as email, teams, slack etc, Conversational AI provides a one-stop platform for communications. Managers can assign tasks and set priorities for staff; employees can send leave request to supervisor through the system. It can reduce the time spent on juggling between different software and promote better communications flow for the on-going hybrid working pattern.

IT helpdesk – By providing a virtual assistant that is available 24/7, employees can get the help they need without waiting in line or taking time out of their day to speak with a representative. It helps employees stay focused and on task by providing them with an easy way to ask questions and get feedback.

Mood tracker – Chat request can be set periodically to track employees’ feedback for their jobs using questions such as, “Is your work as good as it is expected to be?” or, “Do you think supervision is given to help reach your full potential?”. When negative response is received, virtual assistant can prompt more additional questions to understand the cause of the problem. When the same employee expresses unhappiness repeatedly for months, that’s the cue to alert the HR and senior manager to address the issues.

Implementing Conversational AI is not just for employee’s benefits, it can get better customer engagement as well. In the past when we have enquiries about a service or a product, we will go into a shop and ask the staff directly, now we usually do our research online before making a purchase decision. Having a virtual assistant to guide your customers can streamline the purchasing journey and boost customer satisfaction.

Combined with natural language processing, virtual assistants can make recommendations based on customers’ stated requirements or past behaviours, or help the customer compare multiple products/services. It allows quicker response time, a better quality of the information provided, and time back for staff to focus on more complex requests and cases and bond with the customers.

Keep your employees happy and engaged to keep your customers close and satisfied.


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