With the current situation, most of us are required to stay at home for our own safety. The work at home situation is quite a difficult transition for most businesses. Over a single weekend, Adobe had to shift their workforce of 22,000 people to working remotely. Changing a company’s processes and workflows takes more than a weekend, though. VentureBeat details the steps the company took to ensure that its workers can work smoothly at home:
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We realized pretty quickly that the only way to meet their needs was to completely rethink our support infrastructure.
Our first step was to launch an organization-wide open Slack channel that would tie together the IT organization and the entire Adobe employee community. Our 24×7 global IT help desk would front the support on that channel, while the rest of IT was made available for rapid event escalation.
As we began building the framework and interfaces on our Slack Channel, we realized the same, specific questions and issues were coming up frequently. By focusing on the most common and weighty issues, we decided to optimize our support for frequently asked questions and issues. We dubbed this AI and machine-learning-based Slack channel “#wfh-support,” and it had built-in natural language processing (NLP).
The chatbot’s answers could be as simple as directing employees to an existing knowledge base article or FAQ, or walking them through steps to solve a problem, such as setting up a virtual private network. We chose to focus first on the eight most frequently reported topics, and today we’re continuing to add capabilities as we learn what works and what delivers the biggest benefits.
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