At Gaspar AI, we’re constantly upgrading our platform to enable you to offer the best-in-class support to your workforce. So, let’s do a new feature roundup and look at all the important features we built in the last few months. 

## New AI-powered automations for increased productivity

Empowering your teams to be more productive is at the core of Gaspar AI and one of our main goals. But this can only happen when employees are not burdened by tedious tasks or stuck looking for information endlessly within your systems. The same goes for your IT and helpdesk teams: how can they be productive when they keep on receiving tickets?
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That’s why we worked to build new automations that will take the friction out of your workforce’s day-to-day activities, and reduce your ticket volume:  

- **Lots of updates on Okta**: now users can reset passwords and MFA settings effortlessly without human intervention, suspend accounts and manage groups.  

- **Automated group management on JumpCloud**: easily create groups, add to and remove people from groups, find all the groups a user belongs to. 

- **Provision hardware – laptops, tablets, phones, etc. – to employees via Slack or MS Teams**: No need for employees to log in to portals or send emails. They simply fill in a form on Slack or MS Teams and accelerate the approval process. 

 

## Power-up internal communications

Finally, you can ensure that internal communications are... communicated! How many times have you been asked about procedures, reminders, notifications, for which you have sent clear, explanatory emails and announcements?
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If you are fed up with sending important email updates that nobody reads, then you’ll love this new feature. Reach and engage employees by sending tailored messages directly through chat — motivating them to act. You can create announcements about anything you like right on Slack and MS Teams: software migrations, planned maintenance, office lunches, team reviews, changes in HR time-off policy, and so much more. Send reminders about expenses submission, or updates about new product launches and campaigns.
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Everything is just a click away, and you can rest assured that your updates won’t stay unread anymore! Since everything happens on Slack and MS Teams where your employees are, everyone will be in the know.  

## More efficient ticket submission

One of the things employees hate when submitting tickets is writing down everything about the issue they face. And yet, for their issue to be resolved faster, it’s important that agents have as much info as possible.
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Make life easier for both end users and agents by attaching visual elements on Freshservice! When employees submit a ticket, they can attach an image or screenshot depicting their issue. When the helpdesk agent steps in to handle the request, they use the visual clues to better understand the problem.
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No more lengthy explanations needed – just snap, attach, and let Gaspar AI work its magic!  

## Targeted feedback for maximum impact

What’s not measured can’t be improved. The quickest and most efficient way to know how your helpdesk team performs is by hearing directly from end users.
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Get direct feedback on Slack and MS Teams by setting-up up 1 to 5-star scale surveys. Whenever a request is resolved via an agent, a 5-star rating scale pops up. Just a click, and the employee rates their experience by sharing their satisfaction level.  

## Further optimize knowledge sharing with our SharePoint integration

Now, you can offer AI-generated answer summaries from your SharePoint sites, on top of other knowledge sources such as Coda, Google docs, Notion, Confluence, Helpjuice, Dropbox.
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Gaspar AI indexes SharePoint sites, ingests knowledge and generates accurate, human-like answers. No need for employees to dig into tons of content and search for hours. Everything is delivered on Slack and MS Teams.
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These updates take us closer to offering a safe, fair and helpful generative AI platform that enables employees and support teams to work more efficiently and intelligently. 

**Want to see Gaspar AI in action? Schedule a demo [here](https://www.gaspar.ai/demo-request)** 

Discover Gaspar AI's latest updates: new automations, enhanced productivity tools, streamlined ticketing, and powerful internal communications.

Gaspar AI Spring 2024 product updates

By seamlessly integrating our AI employee helpdesk with [Google Workspace](https://workspace.google.com/), your favorite tools are infused with powerful AI capabilities, enhancing productivity for both helpdesk teams and end users. With automated task handling and immediate assistance without human intervention, your support team gains valuable time for impactful strategic initiatives. Meanwhile, employees avoid idle time, receiving swift solutions without delay. Our Generative AI helpdesk platform goes beyond mere L1 requests, resolving issues within seconds.
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Let’s explore how you can offer smarter and quicker employee helpdesk support by connecting Gaspar AI and Google Workspace. 

## Automate tasks and reduce manual work by 80%

Automatically solve 40% of routine issues and automate repetitive tasks without human intervention. Employees simply talk to our Generative AI Virtual Agent on Microsoft Teams or Slack in natural language and get solutions promptly. These are the key employee helpdesk automations supported by our Google Workspace integration: 

- **Software Provisioning**: Gaspar AI streamlines software provisioning by automating license management, ensuring compliance, and optimizing resource allocation. With strict adherence to permissions, unauthorized access is a thing of the past: users will not be able to get a license if they are not entitled to it based on their role.   
- **Password Management**: Say goodbye to downtime! Gaspar AI identifies the user and [automatically resets their password](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds) rather than just guiding them through the process. It thus enables employees to get back to work immediately. 
- **MFA Management**: Gaspar AI reinforces security by automating MFA removal when necessary, maintaining robust protocols with minimal administrative overhead. 
- **Group creation**: With a simple request, your desired group is created instantly, with the requester automatically becoming the group owner. 

## Automate and streamline approvals

Gaspar AI makes accessing the right groups, folders, and calendars effortless while maintaining security. It operates seamlessly within Microsoft Teams or Slack, where both the requester and the approver receive real-time updates and notifications.  

- **Group Management**: Gaspar AI streamlines group management by automating user additions and removals, guaranteeing accurate access rights at any time.  
- **Calendar Management**: By automating calendar access approvals, Gaspar AI ensures that authorized individuals have the required permissions, fostering collaboration and boosting productivity. 

## Offer instant answers based on your Google docs (or other) knowledge

Gaspar AI seamlessly integrates with Google Docs, tapping into your internal data to provide precise, human-like responses. From IT troubleshooting to HR policies, users receive timely and accurate answers. Each response is backed by thorough source citations, ensuring reliability. Moreover, Gaspar AI integrates with various knowledge bases and internal repositories, ensuring swift access to relevant information and enhancing operational efficiency.  

## Create and enrich your company’s knowledge

Gaspar AI detects gaps in your knowledge base and docs by analyzing actual employee inquiries and recommends creating relevant content to fill these voids. Additionally, it assesses the quality and depth of your internal information, providing insights into areas that require enhancement. This proactive approach ensures that organizational knowledge stays updated and thorough, promoting ongoing refinement and progress. 

## Automate processes by 90%

Gaspar AI's Workflow Automation streamlines team operations by automating repetitive tasks. It simplifies user account management in Google Workspace, expediting onboarding and reducing offboarding timelines.  

- **Account Management**: Gaspar AI empowers administrators to seamlessly add or remove accounts, ensuring organizational needs are met with precision and consistency. 
- **Account Suspension**: With Gaspar AI's Workflow Automation, account suspension and reactivation are executed promptly, enabling IT Admins to respond swiftly to security threats or operational requirements. 
- **Organizational Unit Management**: Gaspar AI automates user transfers within the company, accurately reflecting organizational structure changes across systems.  
- **Single Sign-On**: Gaspar AI facilitates user creation through streamlined single sign-on functionalities. 

## Make data-driven decisions based on our Business Insights

Unlock employee productivity with Gaspar AI's Business Insights. [Discover prevalent employee challenges](https://www.gaspar.ai/blog/transform-data-into-actionable-knowledge-with-ai-powered-insights), productivity obstacles, and uncover the most effective solutions. Leveraging advanced language models, we analyze ticket data to pinpoint areas for service enhancement. Identify key automation opportunities, process refinements, and knowledge content that will drive significant business impact.  

## Measure your investment’s impact with Performance Metrics

Track which features, capabilities, and resources employees find valuable, along with key KPI performance. Analyze trends over time, enabling informed decision-making and data-backed actions.  

## Gaspar AI’s employee helpdesk and Google Workspace collaboration redefines support

By integrating Gaspar AI with Google Workspace you elevate your employee support operations with Generative AI and maximize your existing applications’ capabilities. In just a few clicks you get more than 100 automations, along with business insights and better knowledge management, ensuring a very high return on your Google Workspace and Gaspar AI investments.
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If you’d like to learn more, you can [schedule a free, personalized demo](https://www.gaspar.ai/demo-request) and discuss your specific needs. 

 

Gaspar AI and Google Workspace for better employee helpdesk support

Enhance Google Workspace with Gaspar AI: Automate tasks, streamline approvals & access instant employee helpdesk support. Discover all you can do in our blog!

Gaspar AI and Google Workspace for better employee support

Shadow AI - also dubbed “shadow IT” or “BYOAI,”- is a term describing unsanctioned or ad-hoc generative AI use within an organization that's outside IT governance. This can occur when individual departments or employees adopt AI-powered tools or solutions independently, often without the knowledge or approval of central IT or data management teams. That enterprising spirit can be great, in a vacuum—but eager employees may lack relevant information or perspective regarding security, privacy or compliance. This can expose businesses to a great deal of risk. For example, an employee might unknowingly feed trade secrets to a public-facing AI model that continually trains on user input, or use copyright-protected material to train a proprietary model for content generation and expose their company to legal action.
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Shadow AI is an issue often overlooked when thinking about the risks of inefficient and slow employee support. And that’s too bad: according to [Salesforce](https://www.salesforce.com/news/press-releases/2023/09/07/ai-usage-research/), 75% of users are looking to automate tasks at work by using generative AI. But eager employees may lack relevant information or perspective regarding security, privacy or compliance.  This can significantly increase the risk exposure for businesses. For instance, an employee could inadvertently disclose trade secrets by feeding them into a publicly accessible AI model that continuously learns from user input.
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As if IT departments didn't have enough on their plate, the adoption of generative AI is gaining momentum. As per the Salesforce survey, 52% of respondents noted a rise in their usage of generative AI since its initial implementation. This surge signifies that the challenge of shadow AI is not only here but is also expanding, posing a growing concern for IT.
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"The reality is, everybody's using it," said Matt Barrington, Americas emerging technologies leader at EY about recent [EY research](https://www.ey.com/en_us/consulting/businesses-can-stop-rising-ai-use-from-fueling-anxiety) finding that 90% of respondents used AI at work. "Whether you like it or not, your people are using it today, so you should figure out how to align them to its ethical and responsible use." 

## Why employees resort to shadow AI?

There are various reasons why employees resort to shadow IT, including: 

1. Perceiving the IT/helpdesk department as slow and unresponsive or lacking the expertise to manage new technologies effectively. Think about it: with the Mean Time to Resolve an issue being 26 hours, oftentimes they can’t be bothered to remain idle for so long and potentially be unproductive.  
2. Needing solutions for specific use cases that approved applications don't cover. 
3. Facing budget limitations that prevent the adoption of officially sanctioned enterprise-level versions of emerging technologies. 
4. Finding the technological and tooling constraints of approved projects too limiting for their needs. 


They thus turn to user-friendly Generative AI tools such as ChatGPT, which they can try out in their web browsers with little difficulty - without going through IT review and approval processes. The impulse is understandable, but shadow AI -- as with any sanctioned large language model (LLM) AI project -- presents various cybersecurity and business risks.  

## What are the risks associated with shadow AI?

Shadow AI can present various challenges and risks to companies, including the following: 

- **Functional risks**: Functional risks arise from the operational capabilities of an AI tool. Take, for instance, model drift, which occurs when the AI model deviates from its intended purpose due to changes in the technical environment or outdated training data. This deviation renders the model ineffective and potentially misleading, posing a functional risk to the company. 
- **Operational risks**: Operational risks pose threats to the company’s ability to conduct business effectively. These risks manifest in various forms. For example, a shadow AI tool might provide inaccurate advice due to model drift or might be hallucinating and generating false information. Acting on such advice could lead to wrong decisions.  
- **Data security and privacy concerns**: When using an unsanctioned AI system without proper oversight, there's a risk of sensitive data being mishandled or exposed, leading to potential breaches or compliance violations. For instance, a chatbot might ingest information included in an employee’s prompt; use it as training data; make it available to platform operators; and make it available to other users outside the company when answering their prompts. If the AI platform were to suffer a cyberattack, the data could also fall into cybercriminals' hands. Sharing such sensitive information with an LLM poses significant risks, including jeopardizing intellectual property, empowering competitors, violating data privacy regulations, eroding customer trust, and tarnishing the company’s reputation. 
- **Legal risks**: These materialize if shadow AI exposes the company to lawsuits or fines. Say the model advises leadership on business strategy. But the information is incorrect, and the company wastes a huge amount of money doing the wrong thing. Shareholders might sue. Lawsuits might also materialize if the shadow tool provides customers with bad advice generated by model drift or poisoned training data or if the model uses copyright-protected data for self-training. And, of course, violations of data privacy regulations could result in hefty legal penalties. 
- **Costs**: There can be wasteful or duplicative spending among shadow projects or between shadow and sanctioned ones. In some cases, shadow AI users may also waste money by failing to take advantage of volume and negotiated rates for similar, sanctioned technology. Consider, too, the opportunity cost stemming from shadow projects that ultimately fail because they do not follow company policies or good practices - that time and money could have been put toward other projects.  
- **Fragmentation and inconsistency**: Different departments or teams using disparate shadow AI tools can lead to inconsistencies in resource procurement, configuration and use.  
- **Control**: IT teams cannot see shadow IT resources, which means they can’t manage, organize and support them. 

## Unmasking shadow AI: how to get started

To address the challenges posed by shadow AI, companies need to implement robust governance frameworks and establish clear policies regarding the adoption and use of AI technologies. They should also encourage the collaboration between IT and business leaders to understand how various departments want to use AI. Additionally, centralizing AI deployment and management under the supervision of IT and data governance teams can help mitigate risks and ensure that AI initiatives contribute positively to the organization's overall success.
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However, as mentioned before, there is no guaranteed way to keep employees from using Generative AI to work more efficiently. Therefore, the most effective way to address Shadow IT 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.  

## Addressing shadow IT challenges with an AI employee helpdesk

The AI helpdesk's swift and dependable issue resolution encourages employees to seek help from IT instead of resorting to unsafe fixes and shadow AI. Let's review how it addresses the main reasons why users resort to shadow AI in the first place. You will then understand why an AI employee helpdesk such as Gaspar AI can be your best ally in your fight against shadow IT.
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**1. Slow response times and lacking expertise** 

- **24/7 availability**: the AI helpdesk is available anytime, anywhere, so employees don’t have to rely on the agents’ work schedule or resort to unsecure fixes when the helpdesk team is not available. 
- **Instant resolution**: By automatically solving their most common issues, employees have no reason to seek help elsewhere. Also, by facilitating handoff to the right agent, they can resolve even the most complex issues easier and more quickly. 
- **Ease of use**: Thanks to LLM training, NLP and NLU, employees just talk to the AI helpdesk’s chatbot in everyday language on your company’s chat platform, e.g. Slack, MS Teams. They are instantly understood, engage in interactive conversations and get human-like answers. They now have one user-friendly, unified solution for their support. 
- **Accurate answers based on your company’s data**: All answers generated are precise and based on your company’s information, as opposed to using shadow AI. At Gaspar AI for instance, we use [Retrieval Augmented Generation](https://www.gaspar.ai/blog/retrieval-augmented-generation-and-enterprise-helpdesk) which means that our language model generates answers based on your knowledge base. 
- **AI trained with sector-specific datasets**: This means that answers accurately depict your company’s specific environment and context. 

**2. No approved solutions for specific use cases**  

- **AI customization**: It’s very easy to build specific uses cases with an AI tool. With Gaspar AI for example, you can [automate workflows ](https://www.gaspar.ai/blog/how-to-complete-employee-onboarding-in-under-one-minute)(e.g. employee onboarding) and connect systems without coding – just use our intuitive templates! 
- **Out-the-box integrations**: Most AI helpdesks come with ready-to-use integrations that offer solutions to the most common use cases.  

**3. No access to officially sanctioned solutions due to budget limitations** 

- **Low cost**: Contrary to what one would believe, an AI helpdesk can be a very cost-effective solution making it possible to be adopted at enterprise level. Gaspar AI, for example, has a cost of $4 per user monthly, therefore allowing even small companies to deploy it.   

**4. Limiting technological and tooling constraints of approved projects**

- **Scalability**: A well-chosen AI helpdesk is easy to scale and accommodate more use cases and increasing support demands.  
- **Flexibility**: AI employee helpdesks offer flexibility to connect with tools such as IT management systems and commonly used apps, covering most user needs. 
- **Multiple features**: A good AI helpdesk offers a wide variety of features such as issue resolution, ticket management, asset management, incident management, change management, business insights, analytics and reporting.  
 

## From shadow AI to safe solutions: harnessing the power of AI helpdesks

Security, IT and risk leaders should not expect shadow AI to go away any time soon. As new-generation LLMs become more numerous and diverse, there is every reason to expect shadow AI projects will multiply as well – an AI employee helpdesk is probably the safest and smartest solution. As generative AI usage becomes increasingly pervasive, companies will need to consider a broader strategy which will include adopting helpdesk tools that better meet business needs and encourage ethical and safe AI use. And data shows the effort is worth it. 76% of IT leaders believe GenAI will be significant if not transformative for their organizations, and 65% believe they will see meaningful results within the next year according to a [recent Dell survey](https://www.dell.com/en-us/perspectives/new-research-the-dell-genai-pulse-survey/?dgc=Af&cid=aithoughtleadership&lid=Forbes14).
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With an AI employee helpdesk such as Gaspar AI you can offer easy, instant, accurate and scalable support to end users minimizing their eagerness to seek solutions in unsafe places. 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. What’s more, all generated answers and solutions adhere to existing permissions and access rights. Employees won’t be able to view or access information they are not supposed to.
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If you’d like to start addressing shadow AI projects today, you can [schedule a free demo](https://www.gaspar.ai/demo-request) where we will discuss your company-specific needs, show you around the platform and experience first-hand the magic of AI-powered support.
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_Citations:_

- _TechTarget, 10 top AI and machine learning trends for 2024, https://www.techtarget.com/searchenterpriseai/tip/9-top-AI-and-machine-learning-trends_ 
- _Forbes, What Is Shadow AI And What Can IT Do About It https://www.forbes.com/sites/delltechnologies/2023/10/31/what-is-shadow-ai-and-what-can-it-do-about-it/_  
- _TechTarget, Shadow AI poses new generation of threats to enterprise IT, https://www.techtarget.com/searchsecurity/tip/Shadow-AI-poses-new-generation-of-threats-to-enterprise-IT#:~:text=Operational%20risks%20come%20in%20many,%2D%2D%20i.e.%2C%20generating%20false%20information_
- _EY, AI Anxiety in Business Survey October 2023, https://www.ey.com/en_us/consulting/businesses-can-stop-rising-ai-use-from-fueling-anxiety_
- _The Dell GenAI Pulse Survey October 2023, https://www.dell.com/en-us/perspectives/new-research-the-dell-genai-pulse-survey/?dgc=Af&cid=aithoughtleadership&lid=Forbes14_

How to address shadow AI risks with an AI employee helpdesk

Discover the impact of shadow AI and how AI employee helpdesks offer secure, scalable, and ethical solutions to mitigate risks and enhance support.

Chatbots and AI-powered solutions have been around for a while now, but it’s only in recent years that they’ve gained real popularity among users and businesses alike, thanks to the great progress of Generative AI. You might remember Eliza, the first-ever chatbot that acted as a psychotherapist, or maybe you’ve used Clippit and you’re left with a sour taste in your mouth. Clippit (a.k.a. Clippy) was an early conversational assistant in MS Office that spoke at you rather than with you. Clippy greeted and treated repeat users as if they had never used the program before, earning widespread hate. It was less of an assistant and more of a bottleneck.
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Since then, conversational AI assistants have evolved to being an indispensable part of our lives – personal (think Siri and ChatGPT) and work (think Microsoft copilot, Gaspar AI and more). Thankfully, they’ve also become great helpers, earning widespread love thanks to Generative AI advancements. It’s become imperative to deploy Generative AI in every business: it transforms business operations by enabling them to automate tasks, create new products and services and elevate customer experiences – ultimately leading to a better bottom line.
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Gaspar AI is one such Generative AI solution. If you’re unsure about how you can use it and what the platform offers, this blog post is for you. You will discover multiple use cases of Gaspar AI across your company and understand why your employees and support teams will be better-off with our AI helpdesk by their side. 

 

## First, what is Gaspar AI?

Gaspar AI is a secure and always available Generative AI helpdesk platform that uses Generative 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.  

 

## What are Gaspar AI’s main components?


Our AI helpdesk blends several [advanced technologies](https://www.gaspar.ai/blog/gaspar-generative-ai-helpdesk) to deliver sophisticated automation and support, including: 

- **Conversational Interface**: Using technologies such as large language models (LLMs), natural language processing (NLP), and natural language understanding (NLU), it is possible to interpret and comprehend free-form requests. Processes including semantic analysis, entity extraction, and intent recognition enable smooth and coherent dialogues. 

- **[Retrieval Augmented Generation](https://www.gaspar.ai/blog/retrieval-augmented-generation-and-enterprise-helpdesk) (RAG)**: This involves two processes: retrieving relevant information from an extensive data source and generating a contextually enriched and accurate response which integrates the retrieved information. This step is crucial as it ensures that the output is not just factually accurate but also linguistically coherent and contextually apt.  

- **Plugins**: They are specialized components that execute planned actions. Each plugin is custom-built for specific tasks and system integrations, such as resetting passwords in Okta or adding accounts in Google Workspace. When combined, they automate processes seamlessly across your existing systems, leveraging your current setup. 

- **Generative Summarization**: Our AI model consolidates information and produces clear, accurate, human-like responses in natural language and in a digestible format, customized to each employee inquiry. 

- **Act across systems**: Efficient integration ensures seamless transitions between conversational comprehension, solution strategy, process automation, and summarization. 

- **Trust Mechanisms**: Our AI platform incorporates features such as citations, employee satisfaction review and human oversight to ensure accountability and safety.  

 

## Top 30 Gaspar AI Generative AI helpdesk use cases

The following 30 use cases highlight the extensive capabilities of Gaspar AI’s helpdesk across various enterprise systems – there are more! As you review the list, observe how our solution is uniquely equipped to not only search and retrieve information from numerous sources and repositories, or guide users to perform actions, but also to automate and act.
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We designed Gaspar AI as one unified, user-friendly, easy-to-adopt, out-the-box platform. We recognize though that every business has unique needs, which is why we made our helpdesk platform scalable and offer the flexibility for organizations to extend the platform. With robust ML operations and high customization capabilities, it is easy to build and accommodate new use cases and extend to new languages while preserving critical business logic.  

### IT support and operations AI helpdesk use cases

An AI helpdesk can empower IT operations teams to automate the ITSM process and optimize support operations. 

1. **Hardware provisioning**: Ensure all employees get the hardware – be it laptop, mobile phone or tablet - they need when they need it. 

2. **Automatically reset passwords**: Thanks to Gaspar AI password resets can be automated, saving helpdesk teams up to 50% of their time as they don’t need to get involved in the process anymore. 

3. **Software provisioning**: Enable employees to have access to the right applications and better manage licenses. 

4. **Account management**: Create new accounts, delete old ones, better manage existing ones. 

5. **MFA removal**: Easily remove the MFA from a specific account. 

6. **Provide Generative AI-powered search on the Jira SM support portal**: Allow employees to get summarized answers straight from Confluence on JSM. 

7. **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.  

8. **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. 

9. **Intelligent ticket triage**: Our 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. 

10. **Identify priority automation projects**: With AI-powered insights, IT Operations teams can prioritize projects that will have the highest impact on the business bottom line. 

11. **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.  

12. **Knowledge base augmentation**: Our AI helpdesk uncovers the most common employee issues and identifies existing knowledge gaps. IT teams can fast-track the relevant content creation to enrich the company’s knowledge base and offer more opportunities for self-service. 

13. **Track key IT metrics**: On Gaspar AI’s Admin Hub, IT 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. 

14. **Customize field values on Jira**: IT teams can add a new value to a configured custom field in Jira. 

15. **Enable Generative AI capabilities on Atlassian Data Center**: The only GenAI solution that works for Atlassian Data Center customers. 

 

### HR AI helpdesk use cases

Our Generative AI helpdesk tackles routine HR tasks and offers immediate support: 

16. **Request time off**: Streamline the time-off approval process and allow for quicker approvals. 

17. **Offer access to health insurance information**: Offer employees a straightforward way to retrieve critical information regarding their health insurance benefits. 

18. **Review retirement plan balance**: Enable employees to promptly check their retirement account balance and access important information regarding their retirement plan. 

19. **Find out PTO balance**: Offer employees quick and easy access to information tailored specifically to their needs and employment situation. 

20. **Speed-up onboarding**: Make the process swift and delightful for new hires, ensuring no crucial steps are missed. 

21. **Facilitate offboarding**: Allow for a smooth offboarding process that keeps company data secure by automating the process. 

22. **Automate reminders for performance reviews**: Ensure that all employees complete their performance reviews on time by sending reminders on Slack and MS Teams.  

23. **Update the organizational structure**: When employees move across the company, easily change the organizational unit of an account. 

24. **Send announcements for company news**: Make sure that your company updates are not staying hidden and unread in the employees’ inboxes by sending automated updates on Slack and MS Teams. 

 

### Sales AI helpdesk use cases

Offer your Sales reps quick and easy access to information tailored specifically to their needs: 

25. **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.  

26. **Find out payment and credit policies**: Empower your Sales team to quickly respond to prospects’ questions by giving them instant access to the information they are looking for. 

27. **Know their projects’ deadlines**: Sales reps ask our AI chatbot to give them an update and they instantly know what’s urgent and what’s not. 

 

### Collaboration AI helpdesk use cases

Collaboration platforms such as [Microsoft Teams](https://www.gaspar.ai/blog/using-ms-teams-for-it-support) and [Slack](https://www.gaspar.ai/blog/employee-helpdesk-on-slack) provide ideal environments for our AI helpdesk to deliver added value through: 

28. **Request access to shared folders**: Employees effortlessly locate and ask our AI helpdesk chatbot for access to specific folders.  

29. **Get how-to instructions**: Empower your workforce to instantly find the information they are looking for: IT troubleshooting, VPN and network access, security FAQs, and much more.  

30. **Task notifications**: Send proactive reminders to employees about upcoming tasks and deadlines to boost productivity and minimize missed assignments. 

31. **Create new groups and email lists**: Allow employees to easily create a new group or email list by asking for information such as name, purpose, members, and any necessary permissions. 

32. **Add people to and remove them from groups and email lists**: Effortlessly add employees to groups and distribution lists, or remove them. 

33. **Access shared calendars**: Enable employees to access shared calendars such as vacation calendars in seconds, adhering to existing permissions. 

34. **Manage people in Slack channels**: Make it easy to add or remove people from Slack channels. 

 

**If you’re curious to learn more about our use cases or see Gaspar AI in action, please [book a free meeting](https://www.gaspar.ai/demo-request)!**  

Explore how you can use Gaspar AI's helpdesk, designed to enhance employee support and streamline issue resolution across various enterprise systems.

30+ GenAI helpdesk use cases for your business

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.

Why CEOs and CIOs can't afford to ignore 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.

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