by Phyllis Drucker
Date Published January 2, 2025 - Last Updated December 20, 2024

Enterprise Support Defined

Enterprise support encompasses the broad spectrum of assistance services offered to internal and external organizational stakeholders, including IT support, human resources (HR), office services, finance, payroll and more. Enterprise support teams have traditionally relied on manual processes and reactive approaches to handle inquiries, resolve issues and streamline operations. However, generative AI and robotics have shifted the paradigm from reactive to proactive, predictive, and automated support, fundamentally reshaping how businesses operate.


Ways to Use Generative AI and Robotics for Enterprise Support

Most service providers have a set of consistent tasks that can be performed using Generative AI and machine learning. Many of the employee-facing functions can now be automated with improved results:

  • Support: Natural language chatbots can answer common questions and provide direction when used with a knowledge management practice that includes generative AI.
    • While many organizations have started using generative AI for IT support, the other service providers can benefit in the same way, providing employees with answers to their questions regardless of the provider.
  • Automated Ticket Resolution: Generative AI models can resolve IT tickets by diagnosing issues, suggesting fixes, and escalating complex problems to specialists, but they can also perform tasks outside of IT.
    • HR automation can provide reference letters, employment verification, process vacation request approvals and payroll payments.
    • Finance automation can automatically review expense reports for anomalies, request approval and submit transactions for payment.
    • Office services can leverage virtual assistants to schedule meetings, book rooms and summarize discussions.
  • Business Operations: Daily maintenance tasks can also be automated across the enterprise:

5 Tips for Getting Started with Generative AI and Robotics in Enterprise Support

AI and automation in IT service management

Assess Current Pain Points

Work across all departments to identify repetitive, time-consuming processes that could benefit from automation.

Identify Small Pilot Projects

Deploy generative AI and robotics in a specific department or for a single use case to validate effectiveness and scalability. A great use case is expanding the use of Generative AI knowledge products to include policies, procedures, and training information across all departments to improve chatbot effectiveness.

Invest in Employee Training

Equip your workforce with the skills to work alongside AI-powered tools, fostering a collaborative human-AI environment. The knowledge pilot is a good way for them to get started.

Ensure Good Foundation Data

From accurate employee records to a strong configuration management database, information is key in leveraging AI and generative AI. Before beginning a pilot in any area, ensure you have the data to drive success.

Partner with Experts

Start with AI and robotics providers who understand your industry’s unique needs to ensure smooth integration and maximum ROI. These providers can work hand in hand with employees who have been trained to deliver the longer-term efforts.


Business Value of Generative AI and Robotics in Enterprise Support

Automation, the use of AI, and Generative AI for repetitive tasks, improves the overall efficiency of any enterprise provider by improving response times and accuracy. This boost to productivity reduces operational costs by handling repetitive tasks with minimal human intervention.

AI-driven tools reduce the burden of repetitive tasks, allowing employees to focus on strategic initiatives and fostering job satisfaction.  The faster response times and ability to provide personalized interactions also lead to more satisfied employees.

The scalability of automation enables providers to scale effortlessly to support growing businesses without the need for proportional staff increases.

Finally, AI provides actionable insights from vast data sets, enabling organizations to make informed decisions quickly and, in some cases, automate actions based on those decisions.

Generative AI and robotics are no longer emerging technologies but essential tools for modern enterprise support. By embracing these innovations, organizations can optimize operations, enhance stakeholder experiences, and maintain a competitive edge in an ever-evolving business landscape. The key is to remember to look outside of IT and use beneficial technology for all enterprise support.

Tag(s): supportworld, artificial intelligence, automation, service management

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