The enterprise helpdesk responsible for employee support is undergoing a huge transformation. The goal? To end the slow issue resolution (Mean Time To Resolve is almost 27hrs!), the increasing ticket volume and the growing costs. The incorporation of Generative AI in internal employee support across the enterprise yields tangible benefits. By adopting an AI enterprise helpdesk, companies can automate repetitive process, offer instant answers and resolve routine issues in seconds, significantly reducing ticket volume and costs.
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While generative AI tools gain popularity, the persistent issue of hallucinations - plausible sounding but incorrect responses to users’ queries - hinders their enterprise adoption. These misleading responses pose significant risks in critical business interactions. Enter retrieval-augmented generation (RAG), a technique that can reduce hallucinations, thus revolutionizing enterprise AI integration. It is favored in enterprise chatbots for its ability to integrate company-specific data, enhancing AI grounding. This approach has transformative potential across various sectors including workplace support, offering a competitive edge. 

## Understanding retrieval-augmented generation (RAG)

RAG is a sophisticated AI mechanism that enhances the functionality of LLMs by integrating a dynamic retrieval system. This system allows LLMs to access and utilize external, up-to-date data sources under specific instructions, thereby helping them generate more accurate and contextually aware responses.
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RAG combines two processes: retrieving relevant information from an extensive data source and generating a contextually enriched response based on this retrieved data. This is done thanks to two components:  

1. **Information Retrieval**: The first step is to conduct a semantic search within a data source. When RAG receives a query, it utilizes advanced algorithms to navigate this source, identifying the most relevant data in relation to the query. The retrieval mechanism is designed to understand the semantic relationships between the query and the data source contents, ensuring that the data selected is contextually aligned with the query's intent.  
2. **Natural Language Generation (NLG)**: The second phase involves NLG, where the LLM processes the retrieved data and generates an accurate response which integrates the retrieved information as well. This step is crucial as it ensures that the output is not just factually accurate but also linguistically coherent and contextually apt. 

Through these components, retrieval augmented generation significantly amplifies the capabilities of LLMs, especially for tasks requiring them to retrieve relevant information. By incorporating this retrieved information, RAG can produce more informed and contextually relevant outputs, reducing the likelihood of generating hallucinations or incorrect responses. This makes them invaluable tools in various enterprise applications where prompt and precise information is key.  

## Why is RAG better for the AI-powered enterprise helpdesk?

RAG blends text generation with information retrieval to enhance the accuracy and relevance of AI-generated content. This is particularly enticing for enterprise applications where up-to-date factual knowledge is crucial. Businesses can choose enterprise helpdesks that use RAG with foundation models to create more efficient and informative chatbots and virtual assistants.
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RAG is recommended for data that change periodically in small periods of time (dynamic data), and this is what makes it the most appropriate solution for the enterprise helpdesk. Using RAG, an AI helpdesk vendor can gather a ton of structured and unstructured company information, documents, etc., and feed it into a model without having to fine-tune or custom train it. A RAG-based AI helpdesk can generate company-specific answers from almost any external data source, without making any adjustment.  

### Enhancing response accuracy and relevance

Since company data continuously change, integrating RAG into the AI helpdesk ensures that responses to employee queries will never be outdated, generic or irrelevant. By incorporating contextual, real-time, company-specific information from a knowledge base, RAG mitigates the risk of generating misleading or incorrect responses, thus increasing reliability and improving employee support efficiency. RAG ensures LLMs use the most current data, vital for tasks requiring the latest information for decision-making.  

### Scaling beyond fixed context windows

RAG allows LLMs to access vast data pools beyond their fixed context windows, crucial for enterprises with large-scale, dynamic data. This enhances information processing and model scalability. 

### Increased speed and reduced costs

Bypassing the need to store all knowledge directly in the LLM also reduces model size, which increases speed and lowers costs. This means that RAG-based solutions can be more cost-efficient alternatives that also drive higher productivity. 

## Challenges and considerations when implementing RAG in the enterprise helpdesk

While retrieval-augmented generation offers significant benefits for the enterprise helpdesk, several challenges may arise when using this technique: 

- **Data quality**: RAG heavily relies on the quality and relevance of the data in the knowledge base. Inaccurate or outdated information can lead to incorrect responses, undermining the model’s effectiveness. Maintaining an updated knowledge base with high-quality content is crucial.  
- **Knowledge base size and coverage**: RAG's effectiveness depends on the knowledge base's size and coverage. Limited or incomplete knowledge bases may restrict the system's ability to retrieve relevant information, leading to suboptimal performance. 
- **Handling ambiguity and contextual understanding**: RAG may struggle with ambiguous queries or nuanced contextual understanding. Resolving ambiguity and accurately interpreting context remains a challenge, especially in complex or specialized domains. 
- **Ethical and privacy concerns**: Retrieving information from large datasets raises concerns regarding data privacy, security, and ethical considerations, especially when dealing with sensitive or proprietary information. 

## Integrating RAG in the enterprise helpdesk for elevated functionality

Integrating RAG in the AI-powered enterprise helpdesk significantly elevates its functionality, making it the most effective solution for employee support. It offers more accurate responses and allows for better-informed decision-making. Gaspar AI is such a solution.
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Our AI helpdesk platform integrates with various knowledge bases (such as Coda, Notion, Google Docs, Confluence and more) and uses RAG to search and retrieve relevant information. Thanks to advanced NLP it generates accurate, helpful, human-like responses, ensuring that the generated answers are contextually appropriate, reliable and tailored to the employee's needs. Our platform is characterized by reduced hallucinations when compared to others: RAG mitigates the risk of generating misleading or incorrect responses that could lead to user frustration or worse, wrong decisions.
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Using Gaspar AI improves the quality, reliability, and efficiency of employee support interactions, leading to higher user satisfaction and improved productivity for both employees and support staff. If you’d like to learn more, you can [book a free demo](https://www.gaspar.ai/demo-request).  

Retrieval-augmented generation and the enterprise helpdesk

Discover how retrieval-augmented generation (RAG) is increasing enterprise AI adoption and positively impacting workplace support. Learn everything here!

Helpdesk teams are struggling to keep up with the ever-increasing volume of incoming employee requests. The traditional way of doing support is highly inefficient: resolution is always late, ticket backlogs are only increasing, and strategic projects are left with no human resources. At the same time, end users can’t work on their projects, complain about IT and helpdesk teams and can’t find crucial information. IT and helpdesk teams are overwhelmed and stressed, employees are unproductive and unhappy. That’s a lot of negativity to deal with!
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Recognizing this complexity, Gaspar AI streamlines employee support by offering a generative AI, unified, easy-to-use solution for instant assistance. In this blog, we will focus on our Slack integration and explain why setting up an employee helpdesk there can offer great benefits to your company, what are the main features, and how you can install it. 

 
## What is Gaspar AI’s generative AI helpdesk?

A generative AI helpdesk for employee support empowers your teams to perform tasks, find answers and take informed decisions. It is a secure and always available support platform built for an AI-first world. Thanks to advanced language models, it offers dynamic, human-like conversations, seamlessly integrating with various communication channels and IT systems. It empowers employees to act, search, query, and generate content across a multitude of enterprise applications. Fueled by constantly improving generative models, AI-driven analytics for performance evaluation, and developer tools for customizable use cases, it's the future of assistance.
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Gaspar AI’s genAI helpdesk platform integrates with various knowledge bases (such as Coda, Notion, Google Docs, Confluence and more) and uses [Retrieval Augmented Generation](https://www.gaspar.ai/blog/retrieval-augmented-generation-and-enterprise-helpdesk) (RAG) to search and retrieve relevant information. Thanks to [advanced NLP](https://www.gaspar.ai/blog/gaspar-generative-ai-helpdesk) it generates accurate, helpful, human-like responses, ensuring that the generated answers are contextually appropriate, reliable and tailored to the employee's needs. Our platform is characterized by reduced hallucinations when compared to others: RAG mitigates the risk of generating misleading or incorrect responses that could lead to user frustration or worse, wrong decisions.
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It also offers more than [30 ready-to-use integrations](https://www.gaspar.ai/integrations) with your commonly used apps to automate more than a hundred tasks. Gaspar AI understands queries necessitating actions across different platforms, their intent and user context, and executes them automatically, sparing your agents from manual intervention. Our plugins seamlessly integrate into your workflow, automating mundane employee support tasks such as password resets and software access approvals, empowering your employees to handle essential functions like time-off requests with ease—all without the need for human intervention. 

 

## Why integrate a generative AI helpdesk within Slack?

 

Integrating the generative AI helpdesk with Slack presents multiple benefits for organizations aiming to enhance their service desk operations: 

 

- **Enhanced accessibility**: Employees can access the helpdesk directly within Slack, where they already spend a substantial amount of their time, making it convenient to seek help without switching platforms or knowing technical jargon. 

- **Streamlined communication**: By integrating with Slack, all helpdesk interactions are centralized in one platform, simplifying communication and making it easier to track and manage support requests. 

- **Increased user adoption**: Since employees are already familiar with Slack, they are more likely to use the AI helpdesk, leading to higher engagement and utilization rates. 

- **Enhanced and real-time collaboration**: Integration with Slack facilitates better collaboration among employees and support agents, as they can easily share information, documents, and updates within the same platform. 

- **Cost savings**: Integrating the helpdesk within Slack can lead to cost savings by consolidating tools and eliminating the need for separate service desk software licenses. Additionally, it boosts the ROI of current Slack investments.  


By embedding service desk capabilities within Slack, companies can establish a central hub for communication, collaboration, and problem-solving. This consolidation simplifies workflows and nurtures a culture of teamwork and knowledge sharing among employees. 

 
## Gaspar AI helpdesk Slack integration key features

When you integrate Slack with Gaspar AI, you get extra AI-powered features to optimize your employee support operations and boost efficiency. 

 

### Automated resolution

Gaspar AI’s Generative AI chatbot automatically and instantly resolves at least 40% of employee issues without human intervention, powered by LLMs and 3rd party plugins. Most common problems addressed include [password resets](https://www.gaspar.ai/blog/automated-password-reset), software and hardware provisioning, group and email management, access requests, and more! 

### Automated approvals

Gaspar AI makes it easy for everyone to ask for time-off or access the channels, folders and groups they need but not the ones they don't. The process happens on Slack for both the requester and the approver, and they can track the request’s status on the same platform.  

### Instant, accurate, human-like answers

Your workforce can instantly find information – HR policies, IT troubleshooting and more just by asking our AI Virtual Agent on Slack. It searches articles, documents and data across knowledge bases and repositories, and can ask follow-up questions until employees get the exact answer. Our chatbot serves them concise summaries instead of links to articles, along with citations to enhance trust.  

### Efficient internal communications

If you are fed up with sending important email updates that nobody reads, then you’ll love this feature. With Gaspar AI, you can reach and engage employees by sending tailored messages directly through Slack — motivating them to act. You can create announcements about anything: software migrations, planned maintenance, office lunches, team reviews, changes in HR time-off policy, reminders about expenses submission, or updates about new product launches and campaigns.  

### No-code workflow automation

Reduce manual work by 80% and minimize repetitive tasks such as [onboarding](https://www.gaspar.ai/blog/how-to-complete-employee-onboarding-in-under-one-minute) by creating no-code, customized workflows. You can activate them whenever needed directly from Slack or set up triggers.  

### Hassle-free, automated ITSM

In case of auto-resolution, a ticket is automatically created on your ITSM platform. If the chatbot can't resolve the issue, it facilitates handoff to the right agent with easy ticket creation on Slack and smart routing. End users and agents can follow up the process, receive updates and track the status on Slack at any moment.  

 

## Setting up Gaspar AI on Slack

Setting up Gaspar AI is a straightforward process. You can start with a [free 21-day trial](https://www.gaspar.ai/free-trial-signup). Then, log in with your SSO- e.g. Google, Microsoft 365 – and a member of our team will contact you to onboard you. You can also see detailed steps [here](https://www.gaspar.ai/slack-integration). You will have the opportunity to configure permissions and access controls to ensure that everyone accesses only the information they should, and that sensitive information remains secure. IT admins will define the appropriate level of access for different user roles, including administrators, IT support staff and end-users. The platform is highly customizable, so you can choose the features and level of automation you want.
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We're enthusiasts for great software, both as users and creators. That's why we've prioritized making the entire journey, from setup to everyday use, as effortless as possible. 

 

## Benefits of Gaspar AI in the workplace

Implementing Gaspar AI on Slack has multiple benefits for end users and helpdesk teams: 

 

- **More than 40% of issues automatically resolved**: Gaspar, our AI Virtual Agent, resolves employee issues directly on Slack and automates tasks without human intervention. Your busy teams no longer answer the same questions over and over and have fewer tickets to deal with. 

- **80% less manual work**: By automating the most repetitive tasks, end users and helpdesk teams perform less manual work.  

- **More than 85% of questions instantly answered**: Gaspar AI answers instantly and automatically most of employee queries, with no need for human intervention or search. 

- **Increased productivity**: Fast and accurate issue resolution means less downtime, which empowers your workforce to be more productive.  

- **24/7 access to help**: Our generative AI helpdesk knows no time limit – it's available whenever employees need it.  

- **More time to work on strategic, impactful projects**: With fewer tickets to handle, IT teams are free to focus on bigger and more important projects. 

- **Decreased costs**: With Gaspar AI you decrease resolution time and the cost of inefficient time, thus lowering related costs. Consequently, your company saves money and increases profitability. 

- **Happier employees**: Streamlined communication leads to perfect employee experiences: it frees their time and makes them more productive, leading to higher satisfaction, retention, and a great workplace culture. 

 

If you’d like to take a step forward into your AI journey, [schedule a call](https://www.gaspar.ai/demo-request) with us to discuss your needs and goals. You will also get the chance to see the platform in action and experience our generative AI power first-hand.

Discover how to offer more efficient support with a generative AI helpdesk on Slack. Understand the key features, benefits and capabilities. Read now!

Smarter support: get a generative AI helpdesk on Slack

IT operations and helpdesk support teams face a constant influx of inquiries and issues, often struggling to keep pace with the volume of requests. It's indicative that ticket volume has increased +35% in the last 2 years. This high workload can lead to delays in response times and challenges in providing timely assistance to employees (resolution time has increased by +57%), impacting overall support efficiency and employee satisfaction. At the same time, continuously answering the same questions and performing repetitive tasks that add zero value prevents IT operations and helpdesk teams from working on high-impact, strategic products that can positively change company processes and boost the bottom line.
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With Gaspar AI’s IT helpdesk platform, you can offer automated IT support solutions that improve your IT operations' efficiency, supercharge your teams’ productivity and free them up.
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An AI IT helpdesk is a system that uses artificial intelligence technologies to provide support and assistance for IT-related issues and queries. Instead of relying solely on human agents, AI-powered helpdesks are trained with LLMs and leverage natural language processing (NLP), machine learning, and other AI techniques to understand and respond to user inquiries automatically. These systems can handle a variety of tasks, including troubleshooting technical problems, providing guidance on software or hardware issues, offering self-service options for common queries, and escalating complex issues to human agents when necessary.
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AI IT helpdesks can improve efficiency by providing instant responses and resolving issues without human intervention, reducing the workload on human support staff and offering round-the-clock assistance. They can also analyze data to identify trends, optimize workflows, and improve the overall quality of IT support services.
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In this blog post, we will present some of the most common uses of Gaspar AI by IT operations and helpdesk teams.  

## Smart IT helpdesk automation and workload optimization

Automate repetitive tasks and offer instant, no-humans-involved solutions, while ensuring friendly, human-like interactions that enhance user experience.

1. **Automatically reset passwords**: 20% to 50% of all IT helpdesk tickets each year are for password resets according to the Gartner Group, and password tickets consume 31% to 40% of the help desk's time. Thanks to Gaspar AI they can be [automated](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds), saving helpdesk teams valuable time as they don’t need to get involved in the process anymore.

2. **Give access to folders and calendars**: It often happens that an employee might not have access to some folders or calendars they need. They can ask Gaspar, our AI chatbot, to give them access, and it will forward the request on Slack or MS Teams to the right person. They will approve or reject the request, and the employee will receive an update. No need for IT teams to intervene!  

3. **Provision hardware**: Ensure all employees get the hardware they need when they need it. Employees easily request it on Slack or MS Teams, and your IT team can then handle it. 

4. **Provision software in seconds**: Employees change roles, departments, projects – this means that they might need new licenses for apps they did not use before. Your helpdesk team can enable them to access them effortlessly. Again, everything is just a question away, and the whole approval process happens on Slack and MS Teams. 

5. **Email list, group and channel management**: With our AI-powered IT helpdesk, giving access to groups and email lists or removing users from channels is as easy and quick as sending a message.   

6. **Account management**: IT helpdesk teams can create new accounts, delete old ones and better manage existing ones in minutes by automating the process. 

7. **Offer instant IT info summaries to employees without getting involved**: Often, useful IT information is buried deep within files and systems and is hard to access, so employees keep contacting your helpdesk team about it. Gaspar AI empowers your workforce to instantly find it: IT troubleshooting, how-to questions, privacy policy, security FAQs and much more. Everything employees need is right at their fingertips, just a question away from our AI chatbot on Slack or MS Teams!  

8. **Know their projects’ deadlines**: Keeping up with project deadlines is crucial. With Gaspar AI it’s also super easy. IT operations and helpdesk employees ask our AI chatbot to give them an update and they instantly know what’s urgent and what’s not.  

9. **Automate onboarding and offboarding**: IT operations and helpdesk teams can use our no-code templates to craft custom workflows that automate these processes. Whenever there is a new hire or an employee leaves the company, they can deploy these custom workflows and make the procedure easier and more secure.  

## ITSM made easy

With traditional IT support or ITSM systems, users must contact IT operations and helpdesk teams via email or call, or log into the ITSM portal, raise a ticket and accurately describe their issue. Agents must manually review the tickets to prioritize and address incoming requests, ensure additional information is added to the ticket and continuously update its status. With our AI-powered IT helpdesk, your teams can now effortlessly create and manage tickets while information is automatically synced with your ITSM.  

1. **Offer quick and easy ticket creation on Slack or MS Teams**: For issues that need human attention, employees simply fill in a form on Slack or MS Teams to describe their issue (they can even attach screenshots and images), and a ticket is created on your ticketing platform. Your agents don’t need to go through emails or different systems, or even do any manual work: they automatically have the info they need on their ITSM and on their Slack or MS Teams interface. 

2. **Ticket management on Slack or MS Teams**: IT agents can see their tickets’ status, any pending approval requests, daily statistics and SLAs on Slack and MS Teams at any time. And while they are working on resolving tickets, their status is updated and notifications are sent automatically to employees on Slack and MS teams. 

3. **Intelligent ticket triage**: Whenever a ticket is raised, agents must manually categorize, prioritize, and assign the right resources. Gaspar AI’s IT helpdesk helps you promptly manage tickets. With its NLP capabilities, it analyzes the tickets, categorizes them, and assigns them to the right agent (depending on their expertise and availability). Moreover, it asks follow-up questions and interacts with the user to get more information for prompt resolution and accurate categorization. 

## Enhanced knowledge management
 
Gaspar AI integrates with your knowledge base and internal repositories to automatically index and ingest information, to then match employees' requests with concise solutions.  

1. **Enable easy, no-search knowledge access from multiple sources**: Gaspar AI integrates with knowledge bases (such as Confluence, Notion, Coda, Helpjuice and more), internal sources and repositories (e.g. Sharepoint, Dropbox, Google Docs) to ingest and index information, and then answer employee questions without human intervention and with no need to look for it.  

2. **Identify knowledge gaps**: Your helpdesk team gets information on their Admin Hub about the most frequent issues and questions. They can thus identify whether there are gaps in the company’s knowledge base which make it impossible for employees to self-serve their requests and solve their problems.  

3. **Knowledge base augmentation**: Based on these gaps, IT teams can fast-track the relevant content creation to enrich the company’s knowledge base and offer more opportunities for self-service. 

## Impactful business insights

With Gaspar AI, your IT helpdesk teams can discover high-impact automation use cases and get clear performance metrics. 

1. **Identify priority automation projects**: Gaspar AI’s IT helpdesk platform uncovers the most common employee issues, what’s hurting their productivity, which automations or content will unblock them. It uses large language models to break down ticket data and present the areas of service that need the most improvement. Thus, IT support teams can identify which automation opportunities and process improvements will have the biggest business impact and prioritize them.  

2. **Track key IT metrics**: On Gaspar AI’s Admin Hub, IT helpdesk managers can track their chatbot’s and platform’s performance. They also monitor which features, capabilities, and resources employees find valuable, compare performance over time and take data-driven action.  

## What are the benefits of Gaspar AI for IT helpdesk teams?

The importance of IT support teams cannot be overstated. They have multiple tasks to perform, ranging from tactical to strategic, all of which play an important role in the continuation of business and employee satisfaction. In the hybrid work world of nowadays, the IT helpdesk’s role is indispensable even in ensuring day-to-day productivity. However, IT support’s importance is often underestimated, and these teams are frequently understaffed. As requests and projects get multiplied by the minute, it is extremely important to find ways to enhance IT support.
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Gaspar AI does exactly this: by automating the mundane tasks and offering instant resolution to more than 40% of employee issues, it frees up IT teams’ time and empowers them to be more productive. Gaspar, our AI Virtual Agent, resolves employee issues directly on Slack, MS Teams and JSM support portal, and automates tasks without human intervention. Your busy teams no longer answer the same questions over and over and have fewer tickets to deal with.
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This leads to faster and low-cost resolution for all issues: Gaspar solves employee requests instantly and accurately, in natural language, deflecting a high number of tickets. Fewer tickets to be handled means faster resolution time even for requests that need to be addressed by human agents. It also means that IT operations’ costs decrease, as our platform minimizes the resources needed for each issue and the downtime costs. An employee helpdesk ticket costs just $1 when you deploy Gaspar AI, as opposed to $26.51 on average when you don’t.
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Finally, with Gaspar AI you can improve the perception of IT company-wide: 1/5 of employees claim tech issues and resolution times are the biggest challenges. With Gaspar AI, you can offer fast and accurate solutions to their most frequent problems, so that IT becomes their best partner. And with our Business Insights and Performance Metrics you can fill in knowledge gaps and prioritize automation opportunities, greatly impacting employee satisfaction with your department’s services. 

## How do I set up Gaspar AI?

Just start a free 21-day trial by filling in the form here. Then, log in with your SSO- e.g. Google, Microsoft 365. A member of our team will contact you to onboard you. Yes, it’s that simple!
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If you are curious to learn more about Gaspar AI, you can **schedule a free, personalized demo [here](https://www.gaspar.ai/demo-request)**. During the meeting, we can discuss your needs and you can see exactly how your helpdesk/IT team and employees can use the platform. 

Struggling with overwhelming IT support demands? Gaspar AI’s IT helpdesk automates most routine tasks and streamlines processes. Discover all the ways it helps!

Why your IT helpdesk team needs Gaspar AI

Employee support is getting tougher: multiple systems that are hard to use, different time zones and locations, unavailability of helpdesk teams when needed, slow responses. What’s the best thing you can do so that your employees get the help they need exactly when they need it? Offer them Gaspar AI, our best-in-class Generative AI helpdesk solution! It automatically solves at least 40% of helpdesk issues, automates repetitive processes, is available 24/7 and offers accurate answers to more than 85% of their questions instantly.  

## First, what is Gaspar AI?

Gaspar AI is a secure and always available Generative AI helpdesk platform that uses AI for smarter and more efficient employee support. Thanks to advanced language models, it offers dynamic, human-like conversations, seamlessly integrating with various communication channels such as Slack and MS Teams, commonly used apps and IT systems. It empowers employees to act, search, query, and generate content across a multitude of enterprise applications. Fueled by constantly improving generative models, AI-driven analytics for performance evaluation, and developer tools for customizable use cases, it's the future of assistance.
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It features a Generative AI Virtual Agent, no-code workflows to automate repetitive processes and an Admin Hub for your IT and helpdesk admins to review everything support-related.
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Gaspar, our AI chatbot, is available on Slack, MS Teams and the Jira SM support portal. It makes it smooth and easy for employees to solve their issues in seconds by simply having a conversation. It is trained with best-in-class LLMs and uses Natural Language Processing to understand employee questions' context and intent. Our advanced dialog management capabilities ensure that employees have natural, human-like, interactive conversations. Gaspar can dynamically ask follow-up questions and combine multiple plugins until users get accurate solutions. 


## Using Gaspar AI for employee support

Gaspar AI seamlessly integrates with your favorite tools to empower your teams with 100+ automations across different departments and systems. Gaspar AI is the simplest way for your employees to get support: one unified, easy-to-use solution, with no need to switch apps, learn coding or use complicated systems. They simply talk to our AI chatbot on Slack or MS Teams and have their issue addressed promptly. Employees can thus perform their tasks better; find information they need faster; and be more productive.
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Here are some of the most common uses of Gaspar AI by employees: 

### 1. Instantly unblock access to their account
It happens very often – an employee wants to do their job only to find out they are locked out of some systems. With Gaspar AI it is extremely easy to reset their password without the IT and helpdesk team getting involved. The process is very streamlined: employees ask Gaspar to reset their password for said system or application. Our AI chatbot identifies the user and provides a temporary password which the employee can then replace with their chosen one. Instead of having to stay idle for hours, they get back to work immediately.  

### 2. Find out their PTO balance in a sec
Employees can ask Gaspar a simple question about their remaining paid time off (as simple as “what’s my PTO balance?”) and get an answer instantly. They can then go on and organize their holidays! 

### 3. Easily request time off
Requesting time off with Gaspar AI is as smooth as a summer breeze! Employees send their request to our AI chatbot on Slack or MS Teams e.g. “I want to take time off May 2-7". It then asks their manager to approve or decline it – again on Slack or MS Teams. Once the request is handled, the employee is updated – and in the meantime they can track its status.  

### 4. Access the folders they need effortlessly
It often happens that an employee might not have access to some folders they need. They can ask Gaspar to give them access to the specific folders, and our AI chatbot will forward the request on Slack or MS Teams to the right person. They will again approve or reject the request, and the employee will receive an update.   

### 5. Instantly find information they need to do their work
Often, useful information is buried deep within files and systems and is hard to access - Gaspar AI empowers your workforce to instantly find it: HR policies, how-to questions, relocation policy, travel policies, company holiday schedules, benefits updates, payroll inquiries and much more. Everything employees need is right at their fingertips, just a question away on Slack or MS Teams!  

### 6. Know their projects’ deadlines
Keeping up with project deadlines is crucial. With Gaspar AI it’s also super easy. Employees ask our AI chatbot to give them an update and they instantly know what’s urgent and what’s not.  

### 7. Request a new laptop
When in need to change laptops, employees easily request a new one on Slack or MS Teams, and your IT team can then handle it. 

### 8. Access required software applications in seconds
Employees change roles, departments, projects – this means that they might need new licenses for apps they did not use before. Again, everything is just a question away, and the whole approval process happens on Slack and MS Teams.  

### 9. Open a ticket on Slack or MS Teams with no need to switch apps
It happens - some issues are far too complex to solve without human intervention. But fear not: Gaspar AI facilitates ticket creation and handoff to the right agent. Employees simply fill in a form on Slack or MS Teams to describe their issue (they can even attach screenshots and images), and a ticket is created on your ticketing platform. It is then routed to the right human agent to be taken care of. 

### 10. Send automated reminders and updates
Lots of emails stay unread in our inboxes, so Gaspar AI ensures that the important ones are not. Employees can create announcements about anything they like right on Slack and MS Teams: office lunches, team reviews, reminders about expenses submission, updates about new product launches and campaigns, and so much more.   

### 11. Rate the IT support experience
What’s not measured can’t be improved. Whenever a request is resolved via an agent, a 5-star rating scale pops up on Slack and MS Teams. Just a click, and the employee rates their experience by sharing their satisfaction level. Thus, IT teams know how they perform and can focus on the areas that need improvement.  

### 12. Create groups and email lists
With Gaspar AI, employees easily create a new group or email list by providing information such as name, purpose, members, and any necessary permissions to our chatbot. 

### 13. Manage people in Slack channels
It’s super easy to add or remove people from Slack channels just by talking to our chatbot. 

### 14. Access shared calendars
Employees effortlessly access shared calendars such as vacation calendars in seconds. They just submit their question to our virtual agent who fulfills their request promptly, adhering to existing permissions.  

### 15. Access their sales contracts
Sales reps ask our Generative AI Virtual Agent any contract-related question and it answers with information tailored specifically to them. 


## What are the benefits of using Gaspar AI for employee support?

Employees are the heart and soul of a company. Outstanding business results happen because of them, so making them happy and keeping them satisfied and loyal is crucial. The first and probably most important benefit of Gaspar AI is the happy employees! With Gaspar AI, employees get instant, user-friendly assistance, which minimizes their frustration and unproductive time, and maximizes their satisfaction and loyalty. By adopting Gaspar AI, employees get immediate answers from our AI Virtual Agent directly on Slack, MS Teams or Jira SM. This streamlined communication leads to perfect employee experiences: it frees their time and makes them more productive, leading to higher satisfaction, retention, and a great workplace culture.
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With Gaspar AI, employees also get 100x faster issue resolution. Routine issues are resolved in seconds, allowing employees to return to work and freeing up your helpdesk team to focus on the complex ones and solve them promptly. As a result, employees and your helpdesk team alike enjoy higher productivity.
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Gaspar AI is extremely easy-to-use. This means that it can help employees from Day 1: no coding or special skills needed – Gaspar AI works autonomously to address employee support issues across the enterprise instantly. Employees will love using it: finally, they don’t need to know any technical jargon but can speak in their everyday language and get instant support! Gaspar AI has been built on advanced LLMs, and trained with high-quality data sets specific to the employee support sector, ensuring instant understanding of issues and human-like, accurate answers. Our Natural Language Processing (NLP) and Natural Language Understanding (NLU) technology outperforms competition and can be trained within weeks in a new language. Thanks to our dialog management capabilities, our Virtual Agent can ask follow-up questions and clarifications until the employee’s issue is resolved. Gaspar AI will be your employees’ perfect partner!
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What’s also great with Gaspar AI is that it’s the only platform with an AI chatbot offering in-app instant support on 3 applications - Slack, MS Teams and JSM support portal. With continuously evolving integrations, Gaspar AI provides a sophisticated chat experience, featuring in-bot form completion when in need to raise a ticket, and precise solutions.
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Finally, thanks to Gaspar AI’s Business Insights and Performance Metrics you get actionable recommendations for your support team and business operations. You can easily review your platform’s performance, get guidance about how to further optimize processes, fill in knowledge gaps and prioritize automation opportunities, greatly impacting employee satisfaction with your department’s services. 

 
## How do I set up Gaspar AI?

Just start a free 21-day trial by filling in the form [here](https://www.gaspar.ai/free-trial-signup). Then, log in with your SSO- e.g. Google, Microsoft 365. A member of our team will contact you to onboard you. Yes, it’s that simple!
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If you are curious to learn more about Gaspar AI, you can schedule a free, personalized demo [here](https://www.gaspar.ai/demo-request). During the meeting, we can discuss your needs and you can see exactly how your helpdesk/IT team and employees can use the platform. 

Are your employees struggling with support? Discover why Gaspar AI is what they need: 24/7 availability, automation, instant responses are just a few of the benefits.

Why your employees need Gaspar AI

Generative AI has sparked extensive interest in the employee support sector, but companies often don’t consider the risks until AI models or applications are already in use.
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As we analyzed in our [previous blog post](https://www.gaspar.ai/blog/ai-employee-helpdesk-for-shadow-it-risks), there is no guaranteed way to keep employees from using Generative AI to work more efficiently – and this comes with security risks. Therefore, the most effective way to address Shadow AI is to provide an approved AI helpdesk platform. An AI employee helpdesk is a secure and always available support platform built for an AI-first world. Thanks to advanced language models, it offers dynamic, human-like conversations, seamlessly integrating with various communication channels and IT systems. It automates tasks and support resolution, and empowers employees to act, search, query, and generate content across a multitude of enterprise applications. Fueled by constantly improving generative models, AI-driven analytics for performance evaluation, and developer tools for customizable use cases, it's the future of assistance.
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But how secure exactly are AI employee helpdesks?
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AI employee helpdesks can be very secure if proper measures are implemented. In this article we will explore some considerations that should be in place for ensuring security. 

## 8 steps to ensure AI employee helpdesks’ security
 

1. **Data encryption**: Encrypting data at rest and in transit is a fundamental practice to protect sensitive information. Ensure that your chosen AI helpdesk encrypts all data transmitted between the user and the platform, and when data is transferred from your internal knowledge bases and repositories, to prevent interception by unauthorized parties.  

2. **Secure access control**: Implement robust access controls to restrict access to the AI helpdesk system only to authorized personnel. With Gaspar AI for instance, IT managers and Admins have complete control over who interacts with the platform and how much autonomy they have – they can configure security measures and access privileges on the Admin Hub. At the same time, Gaspar AI’s helpdesk honors all existing user permissions and access rights. This means that employees can view or access only information they are allowed to – they can’t access sensitive and confidential data if they are not supposed to.  

3. **Data privacy**: Make sure your AI employee helpdesk provider adheres to data privacy regulations such as GDPR (General Data Protection Regulation) or CCPA (California Consumer Privacy Act) to protect the personal information of employees using the helpdesk. It’s also crucial that your provider does not use your company’s. With Gaspar AI you can rest assured that your company’s data and sensitive information will remain private. Any information collected from our customers is strictly confidential and will never be shared with other customers or utilized to train our generic AI model. The sole purpose of collecting these data is to enhance and personalize your individual model for an improved and tailored experience. 

4. **Regular audits and updates**: Regularly audit the security measures in place, validate the compliance audits of vendor and review their operational security practices. When needed, update them to address any vulnerabilities that may arise.  

5. **Training and awareness**: Educate employees about security best practices when interacting with the AI helpdesk, such as avoiding sharing sensitive information unless necessary and being cautious of phishing attempts. Communicate transparently about how AI models operate, ensuring that employees comprehend the technology's role in the IT helpdesk ecosystem. You should prioritize educating users on data privacy, the ethical use of AI, and the steps taken to maintain a secure environment.  

6. **Secure integration**: If the AI helpdesk integrates with other systems or databases, ensure that these integrations are secure and follow best practices for data exchange. Conduct thorough security assessments to ensure that the integration doesn’t compromise data security. Choose a platform that seamlessly integrates with your existing IT infrastructure. Evaluate the platform's compatibility with your current systems, applications, and databases. Ask for API support for custom integrations with CRM, project management, or other relevant applications.  

7. **Vendor security**: When using a third-party AI helpdesk provider, you should ensure that they have robust security measures in place and conduct due diligence on their security practices. 

8. **Monitoring and incident response**: Implement monitoring tools to detect any suspicious activities or breaches in real-time. Have a well-defined incident response plan in place that ensures that any security incidents are addressed swiftly and effectively, reinforcing both trust and the overall resilience of the AI employee helpdesk infrastructure. Once more, vendors that have added specialized controls and practices for testing, validating and improving the robustness of AI workflows will have an advantage.  


Security is a top priority. By selecting an AI employee helpdesk that is designed with robust cybersecurity measures to safeguard sensitive data and by following these measures, you can rest assured that you minimize risks and ensure a secure digital environment for all users. However, it's essential to remember that security is an ongoing process that requires regular assessment and adaptation to evolving threats.
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If you have questions or are interested in our AI helpdesk and want to discuss security, please [contact us](https://www.gaspar.ai/contact-us).  

Discover 8 steps to ensure security in AI employee helpdesks. Explore data encryption, access control, privacy, audits, vendor security, and monitoring.

Are AI employee helpdesks secure?

Discover why CEOs and CIOs prioritize Gaspar AI in 2024. Learn how this AI helpdesk tackles their challenges, from AI scalability to cybersecurity, driving efficiency.

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