What are the Features of the Best Virtual IT Helpdesk Software?

Artificial intelligence is bringing revolutionary changes in the way enterprises are handling their business processes. Among the various ways in which AI is helping enterprises, automation and virtual assistance are the most famous. 

While we already know about chatbots to interact with customers and end-users, the same concept is actively being used to help employees throughout the enterprise. The virtual assistants can be used in different departments to help with various collecting and analyzing data, sending reminders to employees, scheduling their meetings, helping in problem-solving, etc. 

In today’s world, where enterprises heavily rely on information technology and software solutions for their day to day work, it is common for employees to face various issues in using the IT systems. This puts a lot of pressure on the IT support team, which would already be working full-time. 

Virtual IT Helpdesk Software helps the IT team by not just automating repeated tasks but also by streamlining the entire ticketing system, database, and other functions. The software provides a comprehensive solution in managing the IT support system of the enterprise, irrespective of the business volume. 

Analyzing Tickets 

The software doesn’t limit itself to creating tickets. It analyses and categorizes the tickets based on their importance. The top issues that need to be solved first are identified using a machine learning algorithm. These are then routed to the related specialists without further delay. The software speeds up the entire system as agents do not have to perform this task. 

Sending Notifications 

Employees and agents need to be notified about different issues related to work. The software sends regular notifications to mobile phones and emails. These push notifications can be customized and scheduled in advance to be sent at a particular time of the day. The software can be integrated with communication platforms through APIs so that they can become a part of the communication channels and interact with employees. The notifications can be sent to remind employees about an appointment or to update them that an issue has been resolved. 

Process Orchestration 

The software takes care of the end to end process management by automating the routine tasks, integrating with other software solutions, providing the agents the freedom to choose how much they want to monitor and how. The software does the work while the agents limit their roles and responsibilities to monitoring, reviewing, and approving advanced tasks to ensure nothing goes wrong. From sending emails to creating documents, adding digital signatures, etc. the software does it all on behalf of the human agents. 

Analytics and Insights 

Having a software solution is not enough if it cannot be used to track the processes and review performance. The help desk software analysis the existing data and presents it in easy graphs for the agents to review. The feedback collected from employees is used to suggest methods for improvement. 

Chatbots and Live Chat 

Enterprises Looking For Help Desk Bot can get much more if they invest in the IT support software. The chatbots created through this software are more efficient as they have the special ability to understand, process, and learn IT-specific language that is used in the department. The bots can be customized to make them user-friendly. They can be used in multiple channels at the same time to deal with numerous employees. The transition between a chatbot and human experts is seamless and easy. 

Enterprises can contact companies that provide the latest AI-based software tools to help employees throughout the enterprise to get more information how about the software can be used to boost overall performance. 

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Created on Oct 14th 2020 04:06. Viewed 333 times.

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