What is AI Helpdesk, Its Benefits, and Examples of Its Use?

By Jordhi FarhansyahPublished 14 Jun, 2024 Last updated 18 June 2024

One of the things that make a business have loyal customers is excellent customer service. However, to achieve this, consistency built over a long time and the right tools are needed. This is where AI Helpdesk can play a role.

AI technology in your helpdesk can transform customer service to be more efficient and responsive.

What are the benefits of AI Helpdesk? Find out more.

What is an AI Helpdesk?

An AI Helpdesk is a support system that uses AI technology to automate, enhance, and speed up customer service and internal support processes within an organization.

The helpdesk functions as a hub for managing customer requests from various channels.

“If you sell something, you can make a living from it. But if you invest in time and good service, you can have greater benefits,” said Jim Rohn, an entrepreneur and author.

According to an article from Hubspot, the main goal of helpdesk management is to ensure effective and timely customer solutions while maintaining their satisfaction levels.

In its process, the helpdesk has various roles such as ticket management, coordinating with support teams, monitoring performance, optimizing workflows, and enhancing overall experience.

Therefore, the helpdesk is an important aspect that needs to be managed and its services improved.

As Sam Walton, the founder of Walmart, said, there is only one boss – the customer. And they can fire everyone in the company when they choose to spend their money elsewhere.

Benefits Offered by AI Helpdesk for HR Operations

By leveraging AI Helpdesk, HR departments can enhance operational efficiency, provide a better employee experience, reduce costs, and use data for better decision-making.

Here are the benefits offered by AI Helpdesk for HR operations.

Increased Efficiency

Automation of Repetitive Tasks

AI Helpdesk can automate various routine tasks that typically consume time for HR teams, such as answering common questions about company policies, procedures, or work schedules.

By automating these tasks, HR staff can focus on more strategic tasks that require more complex human interaction.

Reduction in Response and Resolution Times

AI Helpdesk can provide immediate answers to employee queries, reducing wait times and speeding up issue resolution.

This can boost productivity by ensuring employees receive the assistance they need without significant delays.

Improved Employee Experience

Providing 24/7 Support

AI Helpdesk can operate continuously, ensuring employees receive support whenever they need it.

This is particularly useful for companies with employees in different time zones or those working outside traditional office hours.

Personalized Responses Based on User Data

AI Helpdesk can use historical data and user preferences to provide more relevant and personalized responses.

For instance, AI can remember an employee’s preferences or previous interactions to offer solutions that better suit individual needs.

Read more: Understanding Human Capital Management

Reduced Operational Costs

Lowering Operational Costs

By automating many routine tasks and providing automatic support, companies can reduce the need to hire additional HR staff.

This can lower overall operational costs and allow for more efficient allocation of resources.

Data-Driven Insights

Analyzing Employee Data to Improve Services

AI Helpdesk can collect and analyze data from various employee interactions and requests.

This analysis can identify trends, uncover areas needing improvement, and provide insights that can be used to enhance HR services.

For example, if many employees are asking the same question, the company can update relevant policies or procedures or provide additional training to address knowledge gaps.

Examples of AI Helpdesk Usage or Implementation

Here is an explanation of examples of AI Helpdesk usage or implementation.


AI chatbots are designed to interact with users through text or voice conversations. They can handle various common questions such as information about leave, company policies, or internal procedures.

Chatbots can provide instant answers and automate simple tasks like booking meeting rooms or filling out forms.

Applications like Slack or Microsoft Teams often have chatbot integrations that employees can use to get quick answers or complete daily tasks.

These chatbots can be programmed to answer frequently asked questions (FAQs) and assist with various administrative tasks.

Sentiment Analysis

Sentiment analysis uses natural language processing (NLP) techniques to analyze text written by employees, such as emails, chats, or feedback.

This tool can identify the emotions and sentiments behind the messages, such as satisfaction, frustration, or happiness. Based on this analysis, the system can prioritize responses to more urgent or sensitive issues.

Automated Ticket Routing

AI Helpdesk can automatically route support tickets to the team or individual best suited to handle the issue.

The system analyzes the content of the ticket to determine its category and priority, then routes the ticket to the most competent and available personnel. This ensures that issues are resolved more quickly and efficiently.

Predictive Analytics

Predictive analytics uses historical data and machine learning algorithms to identify patterns and trends that may lead to future problems.

For example, AI can analyze employee attendance data to predict potential turnover or burnout.

By identifying problems early, companies can take proactive measures to prevent escalation.

Voice Recognition

AI-based voice recognition technology allows employees to interact with the helpdesk system through voice calls.

The system can understand and respond to voice commands, making it easier for employees who may be more comfortable speaking than typing.

Voice recognition can also be used for automatic call transcription and voice-based information retrieval.

Virtual Assistants

AI-based virtual assistants are more advanced than chatbots, as they can handle more complex questions and provide more comprehensive support.

They can assist with tasks such as career planning, employee training, or providing advice based on employee data analysis.

Virtual assistants can also integrate with various internal systems to instantly provide relevant information.

Read more: Understanding Smart Manufacturing: Key Concepts and HR Adaptation


So that was an explanation of the importance of AI Helpdesk, which leverages AI technology to enhance customer service processes.

For example, Mekari Talenta as an HRIS software also has an AI Helpdesk to assist users when they encounter difficulties operating it.

Mekari Talenta’s own AI Helpdesk is supported by a 24/7 chat service that is always available to answer users’ questions. With the help of AI, users can also get answers much faster, resolving issues more quickly.

The presence of AI Helpdesk in Mekari Talenta will assist with daily HR operational problems with clear solutions that address the root of the issue.

Interested in learning about other Mekari Talenta features? Consult with our sales team now and try a free demo of the app.


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Jordhi Farhansyah
Penulis yang selama 2 tahun terakhir fokus memproduksi konten seputar HR dan bisnis. Selain menulis, sehari-hari Jordhi juga aktif merawat hobinya di bidang fotografi analog.