NC Nov-Dec 2023
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OPINION: ESM<br />
can be streamlined through the ESM<br />
system. Employees could submit<br />
requests through the portal, which<br />
would then automatically route them for<br />
approval to the appropriate managers,<br />
with notifications and reminders built in.<br />
This reduces the administrative burden<br />
on HR and ensures that requests are<br />
processed promptly, enhancing<br />
employee satisfaction.<br />
THE AI ADVANTAGE<br />
The benefits of ESM get even better<br />
with the integration of AI, which has<br />
already proven it can be a powerful<br />
tool for businesses. AI algorithms within<br />
ESM can analyse data generated by<br />
various requests and interactions,<br />
providing valuable insights to all teams.<br />
AI-powered ESM solutions can go<br />
beyond just appropriately directing<br />
ticket requests, for example, by<br />
providing personalised responses based<br />
on the employee's profile and past<br />
interactions. AI will also be able to<br />
identify trends in employee inquiries,<br />
helping departments proactively<br />
address common concerns and<br />
improve company policies and<br />
workflows. With the promise of AI, the<br />
entire organisation is poised to become<br />
more productive and efficient.<br />
AI will have a profound impact on our<br />
businesses and teams. But counter to<br />
some concerns, we foresee this will free<br />
up our teams' time for more impactful<br />
work rather than mean a loss of jobs.<br />
We can expect people to work<br />
alongside their new AI "colleagues"<br />
while taking on new roles that AI is not<br />
suitable for, including increasingly<br />
being able to use their human creativity<br />
and ingenuity to innovate.<br />
Organisations cannot afford to let<br />
inefficient internal communications<br />
slow their operations and creativity. It's<br />
time to envision a workplace where<br />
employees throughout the entire<br />
organisation can dedicate their<br />
attention to their substantive<br />
responsibilities instead of being<br />
overwhelmed by a flood of alerts and<br />
notifications.<br />
The future of work has arrived,<br />
leading to unprecedented creativity,<br />
innovation, and productivity, no matter<br />
the size of your business or industry. <strong>NC</strong><br />
WWW.NETWORKCOMPUTING.CO.UK @<strong>NC</strong>MagAndAwards NOVEMBER/DECEMBER <strong>2023</strong> NETWORKcomputing 33
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