Five Use Cases for AI on the IT Service Desk

by Kristen White Blogger

The adoption of AI is fast-growing within the organization, but it has a major front-foot in business-to-consumer (B2C) customer service. AI in help-desk has become a significant part of today's business functions. It helps enterprises to offer continuous technical support to their various stakeholders like customers, suppliers, employees, etc. For instance, we have probably noticed online chatbots that are overly interested in answering our queries while we browse B2C websites.

Five Use Cases for AI on The IT Help-Desk To get AI help desk software, first, consider the following methods in which AI will be used on the IT service desk-

1. Making the most of existing people resource – This can vary from resource planning to using AI to make help-desk agents smarter. For example, technology can anticipate future workloads, the required mix of people, patterns, and AI abilities. The monotonous IT help-desk tasks can be taken over by chatbots, supplementing the service desk agents but not replacing them. It provides better quality results when relevant data is requested, or even it offers contextual data when the help-desk agent doesn't even know that they require the information.

2. Proactively improving services – This involves either improving the services that the end-users require or the services provided by the IT service desk. For instance, predictive analytics can determine common IT queries or future high-impact queries that have yet to be experienced. Artificial Intelligence Help Desk Software can also provide the most-likely solutions for identified problems. Moreover, the learning capabilities could be utilized to allow the technology to enhance its own activities, getting more efficient over time.

3. Improving IT support decision making – Depending on the AI understanding of the context of the present and past issues and the presence of various support resources, it is termed as low level because of the automated routing of new issues. Predicting the future for new or existing IT services is another complexity spectrum that could be solved by this. Depending on the past impact of various contributory variables, future levels of customer satisfaction are predicted using predictive analytics.

4. Supercharging IT self-service – Self-service can be taken to the end-user where the learning from previous search successes helps to offer more exact search results rather than the end-user needing to visit a self-service portal. This could be done using intelligent email autoresponders or virtual personal assistants where resulting tickets are responded to and closed satisfactorily without involving the humans.

5. Improving the customer experience – All the above points will help to enhance a better end-user or customer support. It answers service requests and regular matter and suggests appropriate self-help articles to the users. Virtual agents make sure real-time, constant, and individualize interactions with end-users to improve customer satisfaction. Thus, chatbots are consistent about response time, language, and availability.

Conclusion

There are various other opportunities for AI to help with the IT help-desk. But, the most significant case is to understand that the technology is already available, so be ready to embrace the AI into your IT help-desk.