Four signs that your team needs AI in service desk

by Kristen White Blogger

Artificial intelligence (AI) has marked its presence almost in every field these days and the IT support function is one of the prime areas. As per the experts, AI in its different forms is turning out to be a key component of the help desk in the coming future.

People are adopting AI in every avenue, but it has made a visible impact in the business-to-consumer (B2C) customer service or support scenarios, where the technology plays a prominent role.

The four different signs

Here is a list of the different challenges your service desk might face while following the traditional approaches and how AI helps to resolve the issues:

1) The backlog of help tickets – In every expanding business, the figure of inbound requests for data and knowledge grows. In a traditional system, considering the ability of the executives to type answers and respond to the phone calls, service tickets start getting piled up. Customers might have to a day or two for their turn, leading to dissatisfaction in customer service.

But with the implementation of AI-powered chatbots, this bottleneck can be easily dealt with by making the process faster. It features a chat window inserted on your site that returns instant answers and operates for 24/7 resolving the tickets immediately.

2) Time wasted in answering simple and repeated questions – Your support team is provided cross-departmental training for years for troubleshooting and is well-versed with the general queries. But it becomes really frustrating when these experts have to burn hours in answering simple FAQs.

An AI-powered helpdesk if loaded with FAQs can create around 25% more productive time in a support team member’s working hour. Only when it is not able to map the question with the stored knowledge, the query is rerouted to a dedicated teammate. With the help of AI, the chatbots can automatically detect and update your knowledge base whenever they come across new FAQs.

3) Unable to manage multiple sources of information – A typical company maintains a certain number of custom applications to function, where each of these functions is packed with crucial data and knowledge. Apart from these, companies also use countless documents and spreadsheets for further information management. So, overall managing these multiple sources of information can act as a constraint.

This is where AI comes into the rescue. The modern AI helpdesks offer document mining and application integration as a standard feature. It aids both the customers and employees to install the chatbot into the apps and documents. This makes it easier to find whatever information they might require creating minimum barriers to access the existing information across hundreds of spreadsheets, apps and documents and also reduces the workload.

4) Difficulty in dealing with unpredictable future demands - Whenever a new user is added to any business, the service desk is expected to be ready to handle a certain volume of instances and processes associated with it.

In an HR department, it can be the onboarding of a new individual who would be using the company’s technologies. In the service sector, it can be a new internal or external customer. The traditional systems are not smart enough to deal with these time to time additions of users and they are not programmed to predict the future demands.

But AI predictive analytics help identify such common IT issues or even high-impact issues in the future, thus preparing the company adequately for the upcoming outcome. They are powered to predict and forecast the inflow of such incidents and service requests. This model can also understand the pattern of future inflow and plan accordingly on how to address them.

Trust us

At Rezolve, we offer you one of the simplest AI in service desk solution that is most comprehensive and loaded with features. Some of its exclusive features are Ticket Analyzer, Twitter-age Knowledge Management, Inbuilt Incident Management, Seamless Live Chat, Micro-learning in flow of work, Easy integrations, Insightful Analytics, etc. We also have a help desk HR software named Vera that can save a lot of time for your HR team by eradicating repetitive tasks and auto-resolving the queries of the employees.