Behind the Scenes of HR HelpDesk’s New AI Features
Artificial intelligence (AI) and machine learning have become key components in helpdesk software. One of the biggest benefits of AI for helpdesks is that it can help eliminate repetitive administrative tasks. Ticket request routing and knowledge management are two categories of AI features that are part of helpdesks today. LBi’s HR HelpDesk is no exception.
AI is an important tool for the Employee Self-Service Portal of HR HelpDesk. It’s used for searching FAQs and for classification of newly entered Questions.
HR HelpDesk uses two machine learning models, one for each task:
- Suggesting an FAQ related to the user’s inquiry
- Classifying an inquiry into one of the existing categories
The learning process begins with data collection. The results produced for an FAQ Suggestion are only as good as the data that comes in. The model is “trained” on the text in the FAQ as soon as the FAQ is created to be able to offer suggestions to the user. Over time, data is gathered on the inquiries that were answered by the FAQ. This additional data allows the model to “learn”, improving the ability for the model to match different wordings of the same FAQ inquiry and to filter out irrelevant FAQs.
The Category classification model is trained in nearly the same way as the FAQ Suggestion model. The major difference is in the data gathered. The category suggestion model is built using the categories that are assigned by a CSR to every case that is closed.
Artificial intelligence has changed the way many different technology tools are used. In the case of helpdesk software, AI can automate the smaller, repetitive tasks so that CSRs and other HR staff are free to manage employees’ inquires and improve HR service delivery.