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Capturing an organization's Tribal Knowledge.


We have all be there, call the Service Desk and the quality and efficiency of your interaction depend on the Service Desk Analyst you are dealing with.

This is no reflection of the individual but rather a result of what is known as, knowledge is a consequence of experience, or as I like to refer to it, Tribal Knowledge.

Tribal Knowledge is acquired knowledge that is acquired over time by staff members who have been in an organization for a long time, these staff member simply just “know stuff”. They know where to find stationery cupboards and they know the phone extensions for HR, Facilities, etc. Ask them anything about the organization and they just seem to know the answer.

The question is how they know this, well the answer is, knowledge is a consequence of experience. At some point in working for the company, they have had to call HR or needed a new notepad while rushing to a meeting and had to swing by the stationary cupboard. This knowledge is developed over time and allows them to “know stuff” i.e., they have acquired the Tribal Knowledge.

This same process plays out every day on your Service Desk, some analysts just know how to solve a particular issue, not because there is a knowledge article or because they covered it during induction training, they know because they previously dealt with a similar issue and remembered how to solve it. The more time they spend on the Service Desk the more their Tribal Knowledge improves until they become one of your top Service Desk Analysts.

Unfortunately, Service Desk Analysts leave, they go work somewhere else or they are promoted internally and with them leaves this Tribal Knowledge.

Consider the following, 48% of respondents to the Service Desk Institute survey responded confirming they spend on average 10 – 40 hours of induction training on each new Service Desk Analyst.

This is only induction training and does not include ongoing training or ramp time for the new Service Desk Analyst.

Download the full report at SDI

Whilst training is the first step in preparing a new Service Desk Analysts to handle calls, it is only the start of their Tribal Knowledge journey. A journey that is costly for the business with reduced first call resolution and incorrectly assigned calls as the Service Desk Analysts improves their Tribal Knowledge until they a good understanding of the environment and how to resolve common issues. But, then they depart the Service Desk and we start the process over again.

How do we solve this problem of costly induction and ramp time during which the business experiences a reduction in service experience and increased costs due to incorrectly assigned calls?

Imagine you could capture this Tribal Knowledge in an intelligent service management platform. A platform that learns by Observing how your best Service Desk Analysts are solving issues, to Augment new Service Desk Analysts to deliver a consistent and efficient service experience to the business.

Servicely is a new breed of intelligent service management platform that leverage the latest developments in Artificial Intelligence to capture and retain Tribal Knowledge to Augment and Automate common requests and issue, helping improve the productivity of your business while keeping the operational costs in check.

The main aim for any organisation is to ensure they have the necessary technology and skills in place to provide a superior customer service experience, to ensure they have happy customers. But what about providing that same level of customer service experience to your internal Employees? Imagine your internal engine running as efficiently and successfully, and having happy productive employees?


That is where ServicelyAI comes in, an AI-powered Service Management solution that is designed to help resolve employees’ issues related to anything from the basic password reset, to HR issues or to more complex IT issues.


ServicelyAI is an internal facing automated ticketing system designed to respond to predictable employee questions without–or with minimal–human intervention. Allowing Employees to resolve these issues no matter what communication channel they choose to use whether it be Slack, email or via a self-service portal.


ServicelyAI was built after the founder Dion Williams (CEO) sold his previous business a reseller of ServiceNow licences to the Australian and New Zealand market. He found customers in the small to mid-market were not being serviced effectively as the price point was too prohibitive for them and the other solutions in the market were old cumbersome platforms.


“By designing a smart, simple and accessible platform using AI and NLU, we have made the process of improving the internal customer service experience a way to ultimately power a better external customer experience too.”

By giving employees access to AI enabled software that automates any of their queries and is easy to use will directly impact their ability to be more productive and spend more time serving their external customers.

Using NLU we allow the system to learn and observe from the organisations best service agents to ultimately automate and Augment the unique company knowledge base allowing them to spend 70% less time resolving mundane repetitive tasks.

With 2020 bringing WFH to the forefront, ServicelyAI is helping customers streamline the employee experience, which ultimately means happy employees, happy customers.

Service desks face a host of challenges when trying to resolve employee issues and inquiries. It is crucial for the employee experience to remain as positive as possible throughout the resolution process. Take steps to improve technical support and problem solving operations by incorporating the following five techniques to optimise your service desk. Read on to learn how you can boost service desk efficiency, saving your business time and money.


1. Observe employee satisfaction


Keep track and regularly check in with employee satisfaction-related metrics. In order to improve your service desk function, you must be aware of your constantly evolving employee satisfaction feedback. Review how your service desk actions affect the employee satisfaction outcome. Be sure to make note of positive actions and experiences, and apply effective techniques to your entire organisation. Check in often with employee satisfaction metrics to keep improving your process!


2. Practice open communication


Structure and organise your service desk to prevent excessive call transfers. Be clear when speaking with the employee about your knowledge and call transfer actions. An automated service desk offered by Servicely can help understand the employee's problem to direct them towards the right solution. Communication between staff members is imperative. Let the employee know that their issue has been understood and you are actively working to resolve the problem. Tell employee which improvements have been made thanks to their feedback.


3. Keep legible records


Make note of employee complaints, and how your business resolves those issues. Record employee questions and agreements for review by coworkers. A readable record will paint a holistic picture of the problem solving process to benefit the employee and company alike. Records also simplify the accounting process. Every single word form the employee doesn’t need to be recorded, so be clear with employees about what you expect them to record.


4. Create reports


Records can be used to create reports that will illustrate general feedback trends. Data input from employees will help your automated service desk resolve problems without creating a ticket for your employee. Keep your organisation transparent with reports to improve the service desk experience for your employees and your customers.


5. Adopt service desk software.



Automated service desk software will help your business improve productivity. Automated service desk software is able to address repetitive tasks and reroute tickets to the appropriate employee. An automated service desk using AI will enhance the employee service experience while allowing your employees to work efficiently. AI can track customer satisfaction and successful problem solving techniques to increase your company’s knowledge base.



Service desk optimisation can be made simple by adhering to the above techniques. Keep your service desk and associated departments organised with open lines of communication to create a smooth experience for your customers. Contact Servicely for more information about using automated service desks to improve your employee satisfaction rates and save money.


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