Guides

Improving request deflection

Practical service desk tweaks and process reviews that reduce team workloads and resolution times by helping Atom deflect more automatable requests.

It's a truth universally acknowledged that an employee support team is always on the quest of bettering request deflection to reduce workload.

While an AI Assistant like Atom can go a long way in answering questions using the company's knowledge graph and learning from configured public Slack channels, a lot of automatable requests might still make their way to IT, HR and other workplace teams. A few service desk tweaks and process reviews can make a world of difference to reduce team workloads and resolution times for employees.

Here are our best practice recommendations:

View the breakdown of requests by channel

What is the channel that produces the most number of requests? This will help you decide your deflection strategy because while the Assistant can deflect requests on Slack and Microsoft Teams, email and the portal are not supported channels for the Assistant.

You can pull up a list by navigating to Analytics > Request (in the workspace you're measuring) > Overview and choosing Source as a filter.

Top channel is email and portal

If email or portal is your most popular request channel, you need to drive adoption for Slack/Microsoft Teams as a request channel. You can do this by setting up an engagement journey to help familiarize your employees with Slack/Teams as a support channel so they learn to ask Atom questions first before emailing IT or navigating straight to the portal.

Guides

Improving request deflection

Practical service desk tweaks and process reviews that reduce team workloads and resolution times by helping Atom deflect more automatable requests.

It's a truth universally acknowledged that an employee support team is always on the quest of bettering request deflection to reduce workload.

Here are our best practice recommendations:

View the breakdown of requests by channel

You can pull up a list by navigating to Analytics > Request (in the workspace you're measuring) > Overview and choosing Source as a filter.

Department	Documents
IT	Security protocols, acceptable use policies, instructions for setting up laptops, desktops, printers, and other office equipment. Instructions for employee self-service actions such as installing new apps, resetting one's own password for different tools, troubleshooting common IT issues, etc.
HR	Employee handbook, employee benefits, leave & time off policies, onboarding checklists, performance review guidelines, training & development resources, workplace policies
Finance	Expense reimbursement policies, invoice submission procedures, budgeting guidelines, payroll calendar & policies, travel policies, vendor payment terms
Sales	Sales playbook, pricing guidelines & discounts policy, commission structures for different sales org members, lead qualification guidelines, product information & FAQs, key sales collateral templates (NDAs, SoWs, common RFP responses), CRM training guides
Engineering	Coding guidelines & best practices, DevOps procedures, version control (Git) guidelines, software architecture diagrams, incident resolution playbooks, API documentation links
Workplace management / facilities	Office layouts & maps, booking procedures for meeting rooms, health & safety guidelines, building access policies, office supplies ordering procedures, cleaning & maintenance schedules
Management support	Onboarding guide for managers, leadership development handbooks, performance management guides, remote/hybrid work policies, DEI guide, compensation and benefits guide, compliance and legal guidelines, etc. When adding this content, you can restrict segment settings to only employees that are in management roles.

Improving request deflection

View the breakdown of requests by channel

Top channel is email and portal

Improving request deflection

View the breakdown of requests by channel

Top channel is email and portal

Top channel is Slack/Microsoft Teams

When do you set up a workflow versus write documentation?

Deflecting with documentation

Deflecting with workflows