AI Assistant for IT Help Desk Automation: Scale-Up Services and Support

AI and ML technology is disrupting nearly every aspect of business today.?The same advances are evident within technology in the IT support department too.?Experts are considering various variants of AI to full IT assistance desk management.?

The concept of self-service within IT is not something new.?But as AI/ML disrupts the IT industry and technological advancements, it's becoming increasingly sophisticated.?The conversational AI platforms are now chatting and offering relevant recommendations to users, leading them toward the best solution.?

Artificial intelligence is also aiding IT teams by providing tools like workflow optimization, demand planning and incident management through predictive analytics.?Therefore?around 91% of IT help desks expand their self-servicing capabilities.?

What is AI-enabled IT help desk automation??

AI is the newest technology for automation for IT Service Management or ITSM.?Service desk agents can provide immediate, self-serving, seamless support through all channels.?AI assistants ensure that every help desk employee has a complete record of each ticket assigned and the context of each conversation.?Therefore, they can effectively deal with customer issues using plenty of time and expertise.?

In addition to automating, it helps the IT help desk gain conversational AI expertise and deep-domain understanding.?The platform is fully integrated, with no coding.?Therefore, help desk managers can access a new way of gathering data and communicating with customers, which allows them to decide based on results.?Continuous data analysis can help discover and address issues hindering desk productivity.?

AI-powered virtual assistants?

Customer support AI automates the first contact process with 24/7 personal support.?This means that a company will always be able to get an "assistant" to assist and support.?

IT support companies want to implement AI chatbots throughout the course of operation management.?In addition to applying the natural processing of language, but also conducts searches to make the information and access and carry out actions.?

Automated prioritization of incidents and requests?

Support managers are happy that AI that can talk to you is able to do more than just respond to simple and repetitive inquiries and questions.?AI virtual assistants provide capabilities specifically targeted at IT help and support situations.?

With AI-powered helping the IT Help Desk, ITSM team members can streamline prioritization, categorization, and the routing processes involved in incidents and service tickets.?

Help desk automation for IT service requests allows them to recommend the most appropriate incident priority, classify the tickets, and assign them to the correct groups.?

Despite all that, humans aren't replaced but are being empowered by AI assistance.?Therefore, faster and more precise actions are being performed, increasing the team's efficiency.?

AI-enabled knowledge management?

Another important feature that is emerging is AI-powered knowledge management for an IT Help Desk.?Advanced search capabilities that use more than just a handful of keywords are now available.?AI-powered search engines can comprehend the precise meanings and contexts of Natural Language Processing (NLP) and Machine Learning (ML).?It can provide solutions based on an extensive study of previous user recommendations.?

Knowledge curation using AI can benefit end-users as well as support agents too.?AI-enabled platforms can draw on recent and past incidents, challenges knowledge bases, as well as adjustments to suggest relevant information to the agents working on the IT support desk.?

Challenges tackled by AI assistants for IT help desk?

As the scale of an organization expands, it also increases the amount of IT requests.?Thus, ITSM teams face challenges regarding the efficient distribution of resources.?

To overcome these challenges, brands across the globe are using AI to improve help desk automation in IT?

1.?Too many queries?

The IT support staff receives massive numbers of calls every day.?When faced with repetitive problems, they can't have the time to tackle difficult issues more focused manner.?Therefore, incidents continue growing, negatively impacting their SLA (or Service Level Agreement.?

2.?Loss of workforce?

The service desk experiences an increase in the number of employees at a rate which leaves businesses with a constant battle to keep the size of their team.?It requires more time, money, and sources to cover the void within the IT service desk year after year.?

3.?Many repeated calls?

According to a report from?Zendesk, it takes approximately?24.2 days?for support personnel to respond to a customer's first request after raising a ticket.?On the other hand, customers are the happiest with support systems that provide real-time service, according to the same study.?

Service requests aren't handled and resolved following the first call, which can increase the volume of tickets triggered by repeated calls.?This reduces the quality of service and increases the costs of managing your company.?

Companies are finding solutions to these problems using AI-powered help desks for IT that automatize operations that can scale up to high levels and better customer service.?

Help desk automation for your IT using ORAI!?

IT help desks within your company is the sole method for users to connect to the ITSM department.?Therefore, support quality directly affects your brand's interaction with your customers.?If you're not automating your IT support desk, now is the time to be noticed by implementing efficient ITSM features.?

ORAI is a top Conversational AI platform for ultimate automated help desk assistance.?Our AI assistant can answer queries, provides relevant information at any time, and provides instant bot-to-human handover across various modes, like WhatsApp.?

Get the best effort to the automation of support for IT using ORAI!?

Click here to contact us with your questions or request a personalized DEMO .?