Your Employees ARE Using ChatGPT

Energy Company Cuts Costs While Achieving Employee Satisfaction and Productivity

Challenges

The IT service desk team at this financial technology (fintech) company used a public-facing IT channel on Slack as a means for employees to get help. This caused a strain on the service desk since agents had to constantly monitor the channel, negatively impacting MTTR and employee productivity. In addition, top use cases required agents to handle them, taking significant agent bandwidth for highly repetitive tasks. Also, while the company invested in building knowledge content in Confluence, they had no visibility into what content was working.

Solutions

By making Espressive Barista available via direct messages on Slack, the number of questions going to the public IT channel was dramatically reduced. Barista integrates with Slack as a native app, answering employee questions or creating tickets in Jira on their behalf. The company automated their top use cases, including one that required a custom integration between Barista and their CMDB, enabled by the Barista Control Center. Also, because Barista enables feedback at the end of every transaction, the service desk team can identify content gaps and required updates.

Results

With Barista integrated into Slack, employees save time by receiving immediate, personalized answers. And with fewer employees relying on the public IT channel, agents are able to focus on more strategic initiatives. Now Barista deflects over 3,300 tickets per month, including 500+ that are fully automated (e.g., VPN connection issues, password reset), significantly reducing MTTR.

With Barista integrated into Slack, employees save time by receiving immediate, personalized answers. And with fewer employees relying on the public IT channel, agents are able to focus on more strategic initiatives. Now Barista deflects over 3,300 tickets per month, including 500+ that are fully automated (e.g., VPN connection issues, password reset), significantly reducing MTTR.

A New World of Workplace Assistance

ChatGPT and other large language models (LLMs) bring the promise to revolutionize the way people gather data and make informed decisions, bringing AI to the forefront of business operations. However, while LLMs are extremely promising, organizations are considering the potential data privacy and confidentiality breaches of using these tools, as well as the accuracy and reliability of the output.

Despite employers’ concerns, employees are fast to embrace LLMs to help them accomplish work tasks. Employee Benefits News reported that 43% of professional workers are using ChatGPT for work-related tasks, and 68% of those employees are doing so without their manager’s knowledge.

This eBook discusses how organizations can safeguard employee access to LLMs by using a virtual agent as a gateway. Rather than build policies to prohibit the use of LLMs, a virtual agent can:

• Enforce policies around LLMs, such as verifying policy compliance
• Lower service management costs while improving employee productivity and satisfaction
• Integrate with third-party applications, like Zoom, to bring even more automation to the help desk