Your day is not going good. The schedule is all filled-up, and the back of your brain is loaded with problems at home. You’re squeezing in lunch with a friend who lost her job. You swipe your card only to discover that credit has been denied. Your jobless friend needs to get the tab.
On the way out, you contact your bank. You select to speak to an agent instead of using a chatbot service.
The agent who answers apologizes for the disaster before you say a word. She knows your name, and recommends you step into the shade while she finds out what happened. Within seconds she has discovered the problem and offers a solution. Her confidence and efficiency are comforting – she’s all business yet understanding. Before hanging up, she inquires as to whether you’d like to transfer credit to your friend’s account. This is the only question she asks during the 120 seconds of conversation.
The Era of Service Bots
The agent is not human. The empathy and efficiency offered are based on data. Its “behavior” has been programmed to mirror the bank agent – effective, understanding, confident.
Chatbot technology and other Artificial Intelligence tools introduce innovation in the help desk sector. Today businesses can provide their customers with intuitive, human-like support, features that improve the help desk industry.
In the dominion of the help desk, AI can possibly revolutionize not just how clients receive support from IT Service Management Professionals, but also how clients would be able to provide enough support themselves.
Why The Help Desk Business Needs Artificial Intelligence
While you’ll still require human technicians to tackle complex problems and mediate where the AI doesn’t know the way, actualizing artificial intelligence in your assistance desk software can make life a great deal simpler for your IT team, particularly in these ways:
- According to research by Gartner, 20-50% of a helpdesk’s call volume is just password reset. While your team invests their energy resetting passwords and reminding people to turn it off and turn it on again, an AI can respond to a hefty portion of these repetitive tasks. Numerous AI bots, as of now, look within help archives for the most ideal solutions, along these lines decreasing human interaction to only the most technical questions.
- Deploy an AI within the customer ticketing interface, and the bot can recall comparative customer situations from your archived tickets. These solutions give helpful responses as help desk representatives write emails to customers. This kind of implementation keeps the personalization and sentiment of a human response.
- One of the toughest things for humans running help desk software is knowing when a cluster of similar problems is an occurrence or a bug. Software that relies on humans to classify and refresh the issues and break down the most helpful solutions may cost valuable time because humans don’t recognize the patterns fast enough. AI enables your team to comprehend both the causes and related solutions for problems and recognize when edge cases move towards becoming helpdesk realities.
- You’ve assembled a team of experts, however they can’t hold all knowledge in their heads. AI can get to institutional knowledge and shrewdly assign tickets to the team member with the most expertise in that field. This holds the resolution times and speeds up the retrieval.
- Asset management requires maintaining records and updating software, which adds up to the repetitive tasks. Deploy an AI to monitor resource life cycle, software updates, and monitor BYOD networks for security risks. AI can alarm your team when to finish off an asset or interfere with a device, otherwise the asset management system runs silently in the background.
The Bottom Line Is…
A smart help desk management solution is the way to settle these pressing issues. By using Predictive Analytics, machine learning, NLP and other savvy advancements that use historical ticket data, today’s IT staff is better equipped to plan, work through and resolve occurrences at speedier and more effective rates. On the flip side, end clients additionally benefit by getting the support they require quickly without the time and asset constraints in contrast to traditional person-to-person interactions. Additionally, the AI gets smarter by the day to enable organizations to amplify speed and efficiency. In other words, the more users interact, the smarter and more effective the system will be in the future.
As seen on Business Insider