Introducing Atomicwork’s Modern Service Management Platform within MS Teams

The last two decades of adopting specialized software has fragmented enterprise information, workflows, and service teams. This has increased context switching for everyone, leading to higher costs, frustration, and inefficient service delivery.

At every workplace, the enterprise tech stack has become very fragmented, frustrating employees with the multitude of SaaS apps for any internal support. Getting help often means navigating multiple tools, creating requests, searching for answers in various docs, and following lengthy service request procedures.

At Atomicwork, we believe that there’s a simple solution to this problem. A modern service management platform that makes it easy for employees to get help in the tools where they spend most of their time: Microsoft Teams.
‍
Read the press release on our partnership with Microsoft here

A personal concierge for employees in Microsoft Teams

Our AI Assistant, Atom, incorporates context from the enterprise applications that IT and HR teams use for their digital workplace, information from knowledge management systems in place, and service catalog items, to provide personalized and contextual support on demand in Microsoft Teams.

Built with data privacy and enterprise security in mind, Atom can assist employees in standard channels with common queries or answer questions and provide guidance over DM. This way, IT and HR teams are free, from endlessly answering repetitive questions, to focus on more strategic tasks.

Atom goes far beyond simple questions like “What is the holiday policy?” to give employees a head start on actual tedious tasks whether that’s chasing information across different sources or finding the right person to get help from right when you need it.

• An AI knowledge concierge that consolidates enterprise knowledge from many sources - SharePoint sites, policy docs, Teams conversations, connected apps, and other trusted knowledge sources - to generate a concise and succinct answer for any employee problem. IT and HR teams can connect knowledge management systems to Atomicwork so that Atom becomes a true knowledge concierge. Atom even learns from standard channel conversations and continuously updates its knowledge, without needing to be prompted.

While designing a simple experience, we have also prioritized safety, security and compliance. Atom follows Atomicwork's TRUST framework to ensure that all AI interactions are Transparent, Responsible, User-centric, Secure, and Traceable. This guarantees that Atom operates ethically and securely, providing trustworthy and seamless AI experiences‍

• A modern service delivery hub through which employees can request everyday services like hardware or software access. IT and HR teams can set up a service catalog and build relevant workflows like approval seeking to speed up resolutions. Employees will receive request updates on Teams and can ask Atom for updates if they want a status check.
• Instant service with automated resolutions for frequent IT requests like software provisioning, password reset, distribution list access, and more. When employees request one of these services, Atom logs the requests, gets the request approved (for auditing), and immediately provides the solution to the end user (resets the password, gives software access through Azure AD groups, remotely installs apps through Intune, etc.).

A modern service management for service teams

• A domain-specific AI Assistant designed to handle manual and routine tasks like case summarization, smart routing, sending approval notifications to approvers and following up till a decision is made. Service teams receive notifications of incidents, assigned requests, and alerts right inside Teams that they can action on.
  • Smart suggestions. Atom can serve as an onboarding buddy for new agents and suggest the next best action on requests, based on helpdesk history. Atom also assists with attribute fills and provides writing suggestions to agents when they’re working on requests.
  • Smart routing. Atom can intelligently identify the user intent and route requests to the right service team without IT teams having to manually route.
  • Smart incident clustering. To cut down on incident resolution time and minimize disruptions, Atom can intelligently identify related incidents occurring in a short amount of time and notify workspace admins.
  • Smart task generation. Atom understands the context of Problems and related incidents and generates tasks automatically when a Problem is created.‍
• Integrated ITSM platform that can be used to manage assets, incidents, service requests, changes, and problems in one place. By consolidating the entire employee service record, IT teams gain visibility, control and decision-making prowess, through Atomicwork. Our platform brings together different Microsoft tools that IT teams use every day like Intune for asset management, Azure AD for identity and access, SharePoint for knowledge management, and other platforms as well like Jira, Confluence and more.

An enterprise automations hub

Atomicwork can be used to automate manual, repetitive tasks across the enterprise tech stack and the employee experience.

For example, service teams can use Atomicwork to set up onboarding workflows that go beyond the essential tasks like granting access to software through Azure AD, setting up a Workday profile, and creating email addresses to adding them to the right Teams channels and sending personalized check-ins to new hires at periodic intervals. All of the productivity gains from connected applications without any of the integration complexity or maintenance effort that goes hand-in-hand with such a project.

The new era of digital workplace experience is here and it’s powered by Atomicwork and Microsoft

What we’ve detailed in this article is just the tip of the iceberg; our goal is to transform the digital workplace experience by uniting people, processes, and platforms through AI automation to reduce operational complexity and drive business success. And who better to work with on this than the frontrunner in the quest to bring useful AI experiences to the workplace?

We can’t wait for you to see everything we have in store ahead together - from a powerful Copilot integration to AI-powered incident management.