How can AI reduce your service desk workload?

AI can help reduce the amount of work for service desk agents by automating routine tasks and handling simple inquiries through chatbots. This saves time and resources, allowing agents to focus on more complex issues that require human expertise. AI can also analyze data to identify patterns and suggest solutions, which further reduces the need for human intervention.

AI tackles the service desk workload like a superhero squad: Chatbots & Assistants: Shield agents from basic inquiries, answering questions and automating tasks like password resets. Knowledge Management: Sharpens agent tools, suggesting relevant articles and streamlining searches for solutions. Predictive Analytics: Foresees trouble before it strikes, preventing issues and reducing reactive tickets. Self-Service Portals: Empowers users, letting them handle common problems on their own, freeing up agents for tougher challenges. Smart Routing & Escalation: Delivers tickets to the right expert fast, avoiding delays and ensuring critical issues get immediate attention.

Generative AI is making chatbot technology much more human-like in it's responses, moving from decision-tree like responses to being much more adaptive and being able to help with more complex issues.

These are chat bots, if set up correctly by technologist can provide an amazing L1 style of brake fix Support. in truth, the L1 position really is there to gather base customer information the issue at hand, and if the low hanging fruit is quick actionable to take care of it via advice the minute you need to do a remote desktop configuration. Typically it’s kicked up to a level 1.5 or level two.. My implementing a L1 base trap and depending how it hooked up on the backend the minute a client or customer reaches out to the chat bot for assistance all core base information is auto captured, and if the issue was quickly resolved escalation. Regardless of the fix a ticket is auto generated as well. This is perfect for KPI tracking..

Reduce helpdesk tickets with AI and a knowledge base by creating a comprehensive knowledge base, using a smart chatbot with natural language processing, automating ticket categorization, continuously improving with user feedback, integrating across channels, providing personalized experiences, analyzing data for insights, promoting self-service, and fostering collaboration between AI and human agents.

Building a knowledge base and knowledge graph for the organisation can help service desks deal with much more than simple HR or technical issues, but can extend to finding people, documents and systems to help people complete their work. A knowledge graph is a critical first step in enterprise-wide generative AI

Predictive analytics, taken to the next logical step would also allow for automated resolution of issues before they are customer impacting, this could include provisioning more hardware, software or cloud services or increasing licences for services. Also, it can be used for cost management by shutting down services and releasing licences which are not required based on predictive analytics

Ciertamente este punto es muy importante porque se requiere crear una segura y confiable base de datos, que pudiera ir acompa?ada de un CRM y que todo se automatizado, ya que con ello se pueden realizar métricas y llevar un control de fallas en reportes de servicios que como se comenta en este punto siendo una falla constante se pueda predecir y ganar tiempo con la predicción además saber que usuario genera muchos tickets por la misma y constante falla.

Self service portals that integrate with the necessary backend systems are essential. Conversational prompting that is trained on issue triaging will also be helpful, especially if the software or device information are already available.

Today I come across that more and more CRM, ERP, portals, news, are integrated with AI, allowing for data analysis, capturing your niche of customers or\ and people interested in your product is essential both for the customer to know that what that your company is looking for is available and the company can integrate portal systems, with a pre-established survey with self-service, with chat responses or even a website search.

Robotic process automation (RPA): Automate repetitive tasks like data entry, form filling, and report generation, freeing up agents for more complex work.

Use Generative AI to summarise your service desk history, consider the value waiting to be unlocked in the data you hold about issues, tickets, incidents, your customers, knowledge base, feedback and what learnings could be applied from that moving forwards. The data you already hold tells a really compelling story you just need to access it.