Workativ Assistant Review

Design Chatbot Conversations

Workativ Assistant lets you set up an AI-powered chatbot for your workplace support teams that are managing IT or HR-related issues from employees. This chatbot operates as a digital or virtual assistant which can automatically and intelligently respond to your employees and initiate and run processes to resolve their issues. 

The platform has a dialog designer that allows you to build models of conversations between the chatbot and end-users. These conversation models guide the chatbot on how it should respond to end-users and what actions it must perform to address their inquiries or requests. 

You can specify words, terms, or phrases that end-users are commonly using. The chatbot looks at these words or phrases from end-users’ inquiries and requests to understand what their exact intentions and expectations are. By identifying and analyzing those inputs, the chatbot can provide the right responses to issues. For instance, it can ask specific questions, collect information about the end-users, or run automated support processes. 

Execute Automated Support Processes

With Workativ Assistant, you’ll be able to come up with a chatbot that also has the capability to start and run automated workplace support processes as it interacts with your employees about their inquiries and requests. This means your IT or HR helpdesk staff no longer need to waste much of their time doing repetitive tasks for basic and common issues raised by employees. 

In fact, you can build your own automated workplace support processes directly within Workativ Assistant without writing a  single line of code. You can design support processes for specific issues and connect them with the conversation models you created. This way, you get the opportunity to create an end-to-end system for handling various types of IT or HR issues. 

As you design a workplace support process, you can set up all the steps needed to complete such a process. You can set up events if there are tasks in your process that should be executed using other applications, like creating a group in Office 365, adding an account to Active Directory, or posting a message to a Slack channel. The events trigger the chatbot to automatically perform those tasks or actions. Workativ Assistant also permits you to specify conditions to instruct the chatbot to perform particular actions only if such conditions are met. 

Train Your Digital Assistant

The workplace support automation platform allows you to constantly train and optimize your chatbot. This helps you ensure that the digital assistant you’re implementing can function and perform well, enabling you to provide your employees with seamless support experiences. You can access reports, analytics, and logs that give essential information you can use for training the chatbot. 

You’ll be able to find out how your employees are using and interacting with the chatbot based on conversation metrics. These include the total number of conversations that happened over any period of time, the average number of conversations each employee makes per day, and the average number of messages sent in every conversation. This way, you can determine if employees are actively engaging with the chatbot and getting the kind of support they’re expecting from it. 

Furthermore, Workativ Assistant enables you to gain deeper insights into conversations occurring between the chatbot and employees. For example, you can check if the responses delivered by the chatbot are relevant to employees’ issues. You can also keep track of the words and phrases being used by employees as they communicate with the chatbot. These words and phrases can be added to the conversation models you built so your chatbot can gain a better understanding of the intentions behind employees’ inquiries or requests. 

The platform, moreover, permits you to access logs and analytics regarding the automated workplace processes you set up. You can verify which actions are most or least frequently executed. Monitoring the execution of processes and actions can be done instantly as well, allowing you to view a  list of processes or actions that were successfully executed or those with failed executions.