Caspar Herzberg |
This article was originally published in the Summer 2018 issue of The Record.
Every employee has experienced an IT issue that has prevented them from completing a task and working productively. While employees can easily resolve minor problems – such as resetting passwords – by themselves in minutes, they usually require advanced assistance for complex issues. Traditionally, employees had to telephone the IT help desk and wait for an administrator to resolve the issue, which could take a long time.
Aiming to reduce downtime and enhance the user experience, many companies are using technologies like analytics, artificial intelligence (AI), automation and machine learning to develop end-to-end systems that offer instant and contextualised IT support for employees via multiple channels.
When deploying digital innovation, companies should first identify which IT issues are most common and disruptive for employees and take a design-thinking approach to architect a platform around those scenarios. Ideally, the digital IT support system should automate basic processes and monitor the health of employees’ IT environments in real time to predict and address emerging problems before they impact productivity. The support solution must also fit the way employees work, not the other way around. Sometimes a self-service portal or a virtual agent is the best match for the employee; other times face-to-face support may be better. All options should offer contextualised support relevant for the employee at the moment they need help, so they can get back to their jobs.
Enterprises should start small, prove success and then extend the solution as technologies mature. This maximises the likelihood of the company enriching the employee experience and simultaneously reducing downtime, thereby boosting revenue.
Recognising that digital transformation is an ongoing journey rather than a quick fix, DXC Technology has created end-to-end digital support services to help companies deliver IT that evolves alongside their employees’ needs.
Built with integrated AI, automation and machine learning capabilities, the service uses monitoring agents and analytics to continually track employees’ individual IT environments, pre-empting IT issues and eliminating them at the root before they become disruptive. It includes individualised self-service via contextually aware options that dynamically adapt to what users need to get work done quickly. The service is powered by AI, robotics, and natural language processing to provide employees with personalised 24/7 virtual assistance with basic tasks whenever and wherever they need it. These capabilities empower companies to deliver an enhanced and personalised support experience for employees, while optimising IT support costs and boosting their bottom line.
Carol Rizio is the lead principal for Workplace and Mobility at DXC Technology