Simon Townsend Do any of us really love chatbots? To bring a stellar digital experience to employees, chatbots tend to be as satisfying as trying to spread ice-cold butter on your warm café croissant. When it comes to dealing with IT issues, and in particular when employees need to raise a support call urgently, Chatbots might seem like a neat way to help an employee get back to productivity quicker, but too often they shift the troubleshooting burden to the employee, away from the helpdesk, which for some organizations actually costs more than what was initially thought. What employees really need is a simple, frictionless way to resolve their digital workplace issues automatically. Even better, they want the issue resolved before it even hits their laptop.
Serving up the Best Digital Employee Experience (DEX)
While I cannot deny the benefits of allowing some employees to self-serve their issues via a chatbot, (assuming it has some AI integration with a real-time remediation platform), we at ControlUp still believe that automation comes first. Allowing a Digital Employee Experience (DEX) platform, such as ControlUp to self-identify issues and remediate them automatically means an employee can spend their work hours being productive and not wasting time communicating with a chatbot that serves up a knowledge base article or two, and then connects you to a real person. To extend our café conversation, automation eats chatbots for breakfast!
The DEX Tools in ControlUp’s Recipe
Real-time telemetry: Our technology gathers over 2,000 metrics in real time. We gather data on employees’ application use, devices, network performance and security software.
Alerts: ControlUp is configured to raise the alert when one of these metrics breaks a certain criterion. For example, Microsoft Teams crashing twice in 5 minutes on the same endpoint – these alerts can be forwarded to an ITSM platform, an email address, a slack channel, etc., but they can also be passed back to the ControlUp platform itself.
Triggers and Remediation: Using these alerts, ControlUp can auto-remediate the issue before a support call has even been made. Example, terminating the application, resetting the teams cache, and restarting teams for the employee.
Reporting and Predictive analytics: The telemetry we collect is powerful and can be super useful. Based on our telemetry, we see that 80% of support tickets are based on 20% of the same issues. So rather than load up the helpdesk or resort to chatbots, customers who use ControlUp can see these patterns and work on reducing tickets through automation.
Surveys: The use of surveys inside the ControlUp platform also plays a role in automating the digital workplace. Surveys can help inform employees of a remediated issue and allow for IT to gather feedback and sentiment post-remediation.
Workflows: Earlier this year, ControlUp released a new piece of technology called ControlUp Workflows—available to all ControlUp customers on the advanced and ONE platform. Workflows allows low-code administration to create even more comprehensive automations. With 10’s of integrations out-of-the-box, the ControlUp DEX platform can now connect to a host of other technologies such as Azure AD, Freshworks, Slack, Teams, Google, Microsoft AVD, and many more. This means that the automation possibilities are endless. Why stop at breakfast? You can have breakfast, lunch, and dinner!
How ControlUp DEX Improves Employee Sentiment
DEX is a phrase gaining steam as more enterprises see the connection between a friction-free workplace, productivity levels, and the bottom line. Employee engagement and retention have been the subject themes of many research papers. At the individual level, ControlUp recognizes that disruptions do more than slow productivity. They create dissatisfaction, slow motivation, and in a larger sense, leave employees wondering if they made the right employer choice.
ControlUp DEX, through real time telemetry and automated remediation, gives employees a better start to their workday and the confidence that their employer is digitally up to speed. With issues averted via proactive automation, they can get to work, without the AI chit-chat.
Schedule a demo to see how DEX will work for your IT staff and all your employees.