Driving Adoption of Little Joe

Hi Krista,

I really like the ideas of what you are doing to drive adoption, specifically within the Service Desk. We initially were focused on building the Harold brand for all employees which has been successful but I have struggled to get some members of the Service Desk to embrace Harold. Having a contest for them to find & add missing information is a great idea to not only drive engagement & adoption with the team but identify and fill gaps in knowledge. I’m probably going to steal that 😀.

Andrew

@ArmentanKM These are such great adoption strategies! Thank you for sharing. 🙌

Do you mind expanding a bit on how you got your agents bought into both leveraging the bot, but also being comfortable showing and telling users to use the bot instead of contact agents directly? I can see that being a difficult adjustments for your service desk agents. 

Krista, thanks for sharing this information. 

I’m curious to know more about your comment regarding documentation, “both internal and external.” And maybe this is actually a topic for a stand-alone post; I can pivot if that’s the case.

I want to understand the balance of using internal Knowledge Base articles and complementing them with the External knowledge that Moveworks provides. We’ve always had a loose “policy” around not writing KB content specific to external products. For example, don’t create content on “How to Create a Google Group.” 1) Why create something that has already been done and 2) Google will change it next month anyhow, so then you’re always playing catch-up. 

How do you decide which, or how much, external knowledge to use? 

@Andrew feel free to steal! I’ll share more details - we weighted suggestions (e. g., acronyms score less than a self-help FAQ). We found very quickly that submissions had to be company-specific (no ASAP, ROFL, LOL - yes, we got them). Submissions that were put into the chatbot are counted for each agent and prizes are awarded quarterly. Some prizes: a day off, a day working remote, lunch with their leadership. Participation has slowed, so we continue to reinforce the program and celebrate the suggestions. 

@Philip Kibbey since the beginning of our Moveworks’ journey, we have been very transparent about promoting self-service and reducing calls to our service desk with the intent to shift our agents toward more challenging (Level 2) tasks. Our service desk serves as a feeder pool to other IT teams, which opens up opportunities to move to other teams sooner if call volumes reduce. We also worked with our ITEX communications team to develop scripts so agents were comfortable with the messaging. 

@Jared our internal KBs are not customer facing, only for IT, and are not included on our chatbot. Our ITEX Training team has created many How To documents for our end users targeting the prescribed use of these applications to be most efficient at Corning. Those are the ones I refer to as internal. We do not have content for everything - thus the need for external content. Corning is very cautious, we limited the external sources and specifically excluded highly technical content. There certainly is some redundancy in offering both but the internal content provides the Corning-specific instructions we need as we often do not permit all the bells and whistles an application might offer. Hope that helps, but happy to have a side conversation if you need more details!

Love it. I was just on a call with @Neha Desai who referenced this post. 

@braden.macdonald Let’s think about some of this for you. 

Thanks for the additional insight @ArmentanKM. We currently just use yearly goals to set a number of submissions required but it tends to just get us that goal number or close to it. Adding a little something extra to sweeten the pot and make it a bit competitive is something that I think could help us. 

-Andrew

Yes, very helpful! I think we use similar approaches, but in practice we might actually have TOO much internal content, arguably muddying the waters. Sometimes less is more. I’m intrigued by the available external knowledge links available through Moveworks, I just need to find people to take the time to sift through it all to determine A) Which ones are even applicable to us (for example we don’t use MS Teams, so I need to filter out everything that applies to the tools we don’t use) and then B) of the remaining articles that do apply, how deep do we need to go. I’d prefer to use the 80/20 rule here and identify the 20% of the articles that will address 80% of our needs. 

Thanks again!

These are awesome ideas! I’d love more information about the treasure hunt. That sounds like such a fun way to get folks involved and aware!

@ArmentanKM hey there! Did you guys ever hold a treasure hunt for the bot? I’d love to pick your brain on how to set up something like this for our bot!