We’re living in a whirlwind era of technological innovation—with artificial intelligence (AI) at the center. generative-ai-guide/?utm_source=forb&utm_medium=display&utm_campaign=BrandAwareness” data-ga-track=”ExternalLink:https://www.zendesk.com/blog/generative-ai-guide/?utm_source=forb&utm_medium=display&utm_campaign=BrandAwareness” aria-label=”Generative AI”>Generative AI, in particular, promises to be a powerful new tool for improving how employees feel about their jobs and work environment.

It’s no surprise then, that according to recent Zendesk research, 85% of IT leaders say that deploying or evolving AI in their employee experience is a highly important priority over the next twelve months. A further 83% say they’re exploring the use of generative AI, especially for areas like content creation and knowledge management.

Here are four key ways that generative AI is poised to redefine the world of employee service.

1. Supercharging efficiency through content creation

The most groundbreaking benefit of generative AI is its capacity to create content that feels conversational, personalized, and human.

From generating automated responses to common employee questions to helping teams produce new knowledge base articles, generative AI can reduce the burden on internal agents—freeing them to focus more strategically on the areas where they’re needed most.

2. Delivering personalized benefits and development

A promising application of generative AI is bringing a personal touch to employee development and growth. With generative AI, businesses can provide bespoke employee experiences, from tailored professional development tracks to customized benefits.

This personalized content can be delivered via bots on help centers, through email, or nearly any other channel—handling multi-turn and complex conversations with only a few inputs from the employee.

3. Cultivating deeper empathy

You read that right—AI can, and does, cultivate empathetic interactions. Generative AI can simulate the nuances of human conversation and adjust its tone in response to detected changes in behavior. It can also equip internal service teams with thoughtful responses to a wide spectrum of employee issues and concerns in a way that aligns with your department or brand.

4. Leading continuous improvement

Generative AI absorbs feedback, identifies patterns and trends, and fine-tunes its processes. It’s a tireless collaborator, always working towards refining the system.

As internal teams continue to provide inputs and feedback, its predictive capabilities will continue to improve—ultimately driving improvements within the larger organization. To embrace these wide-ranging benefits, businesses must remain agile and open as AI continues to evolve.

Leveraging generative AI to extend your teams

We’ve been exploring these opportunities at Zendesk, harnessing the potential of generative AI to create more customer-and-employee-centric experiences.

Zendesk AI helps internal service teams manage and respond to support requests faster and with greater empathy, bridging the gap between efficient technology and human touch. At the same time, it can reduce the pressure on internal agents by helping to answer common questions before they enter the queue.

Whether you’re in the early stages of exploring if generative AI is right for your team or well on your way with implementation, it pays to be an early mover. Organizations that dare to embrace generative AI won’t just improve the day-to-day lives of their own employees, they’ll raise the employee experience bar for everyone else.

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