IT Process Automation (ITPA) has grown increasingly important as digital infrastructure’s importance in business expands. In many cases, this trend has resulted in more demand than IT help desks can adequately handle. Artificial intelligence (AI) may be of assistance in this case.
Many companies have already understood the potential of AI in this field. It’s become clear in many circumstances that simple speech can replace high-friction processes. However, “Conversational AI” refers to much more than speech interfaces that only perform a few operations or only work if the user follows particular spoken directions.
Even still, the fact that other corporations are pursuing this technology is insufficient proof of its efficacy.
With that in mind, let’s consider the following top ways AI can help with help desk management.
- Providing 24-hour assistance
Chatbots are the most straightforward approach to incorporating AI into IT service automation. Virtual assistants are widely available and largely effective in their functions, with more than 3 billion in use globally. The ability to provide round-the-clock service is perhaps the most significant benefit of chatbots for help desks.Users may experience problems at any time, but most IT departments lack the personnel to operate the help desk 24 hours a day, seven days a week. When human operators are unavailable, chatbots can step in to help users whenever they need it. Today’s chatbots are intelligent enough to manage a wide range of challenges. As a result, they can resolve many IT service tickets on their own. If a problem requires the nuance of a human worker, the chatbot can handle it and forward it to the appropriate person.
- Conversation Touchpoints are Everything
Initially, voice interfaces were limited to specific services from a few companies or partners. Those experiences have grown over time, owing to the fact that the firms behind those digital assistants have released application programming interfaces (APIs) that allow third-party developers to utilize voice technologies. These APIs are a significant reason why assistants that started on a few brands’ smartphones are now available across a broad range of devices.
- Service Ticket Categorization and Routing
Categorizing, prioritizing, and routing tickets is another method AI can help with help desk management. When requests are received, AI may compare them to similar previous cases to determine their severity and anticipated outcome and then send them to the appropriate staff at the appropriate time. This helps resolve issues faster by reducing miscommunication and seeking the best help for each complaint.On average, AI might also deliver fast answers for 30% of repeated activities, decreasing IT staff’s effort and increasing productivity even more. Ultimately, customer satisfaction gets multiplied significantly as a result of these changes.
- Scalable Conversational AI
Conversational AI experiences are ultimately more scalable than ever before, thanks to the rise of cloud services that make AI more accessible. They can now reach billions of people and devices. They’re also becoming more sustainable because when companies utilize high-performing cloud models rather than developing their own technologies from the start, they gain access to vetting methods that have been proven in the field, such as bias refinements.
- Making Worker Decisions More Informed
These AI solutions can still be useful when they pass service tickets to human personnel. AI can give the required context to help IT professionals make the right decisions quickly by evaluating similar instances.For instance, for communication companies, such AI technology is used to give a complete view of each user’s condition, including how long they’ve been a customer, what services they utilize, their customer journey, and the severity of their problem. All of this information aids in providing the appropriate assistance more quickly.This allows IT employees to address tickets more effectively and efficiently when they have more context to comprehend them and their potential solutions when they receive them.
- Taking Care of Minor Infrastructure Issues
Behind the scenes, AI in IT support automation can improve things. If a help desk’s platform or the system for which they give support has problems, it will take more than a customer service call to resolve them. Many of these issues can be detected and resolved by AI while IT staff members focus on other activities.AI can discover infrastructure or network faults faster than humans since it can handle more data. If the issues aren’t too complicated, it can automatically address and resolve them before causing further disruption to IT service desk services. If they’re too complicated, AI can notify the proper personnel, who can then resolve the problem.IT staff may spend more time addressing consumers’ immediate needs by automating these infrastructure updates and improvements. These fast fixes will most likely reduce incoming tickets by preventing problems before they become evident.
Today’s IT help desks require AI.
As digital services become more vital in daily business and living, IT service desks will become increasingly crowded. As a result, these teams will require all available resources to tackle difficulties promptly. These groups will require AI.
These enhancements demonstrate how artificial intelligence may help with support desk management at practically every stage. Those who successfully adopt AI will notice significant improvements in customer satisfaction and team productivity.