Intelligent Automation/RPA

Maximize ROI from your RPA: Part 4 – The service desk edition

An in-depth use case detailing the benefits of RPA implementation in the service desk process.

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What is RPA and how is it transforming business processes specific to the service desk area?

In a market that is constantly growing more competitive, businesses turn to automation tools to help them stay ahead of the curve. Robotic process automation (RPA) excels in its ability to automate and streamline repetitive tasks. RPA is a software automation platform capable of automating any digital task. The tool can be used for a variety of activities, such as copying data from one system to another, interacting with existing software applications, and extracting information from documents using Intelligent Optical Character Recognition (iOCR) technology.

Powerful technologies like RPA are changing the future of work.

Using an RPA system for mundane tasks can result in increased productivity with fewer errors. This will free up your employees' time to focus on important, creative duties.

Real-world results proving the benefits of RPA implementation in the ServiceDesk process:

Meet your newest Service Desk resource: RPA

RPA excels in performing detailed and repetitive work, so finding automation opportunities at your Service Desk is a great place to start. RPA can be used to automate repetitive tasks such as password resets and notifications. It can also facilitate fast answers for a variety of FAQs by drawing answers from a self-service knowledge base.

There are many areas where automation can benefit the Service Desk. With RPA integrated in the service desk, analysts can spend less time on the phone and more time on high-value work—for example, software patching and upgrading. RPA can reduce costs, increase accuracy, and process requests in less time.

Service Desk-specific benefits of RPA

Companies that implement RPA tools in their workplace see certain overall benefits including higher productivity, improved accuracy, and cost savings.

Beyond that, your Service Desk could benefit in other ways, such as:

  • Reduced resolution time and increased end-user satisfaction.
  • With Artificial Intelligence (AI), tools can gain insight into the underlying problem of each incoming incident and service request.

Maximize your ROI with these 3 RPA Service Desk use cases:

1. Reset passwords and unlock accounts

According to Gartner, up to 30% of IT tickets are password reset requests. That means a 10K person-organization could incur Service Desk costs of $400K annually on password resets alone. Password reset automation is an immediate opportunity to significantly improve multiple service desk metrics all at once: service delivery efficiency, fulfiller productivity, and ticket volume.

RPA is a tool that can automate every aspect of the password reset process to deliver a great employee experience. This will dramatically decrease level 1 tickets and increase user satisfaction by empowering your users to solve their own problems with automated knowledge-based steps. An automated and improved password reset process also strengthens security and adds governance around the process, minimizing overall risk for the organization.

2. Self-service knowledge base

Knowledge management allows everything from routine tasks to complex processes to become more structured, organized, and standardized. To facilitate self-service, processes need to be broken down into a simple workflow. Knowledge workflows can easily be integrated into self-service portals, applications, community platforms, and chatbots.

RPA tools enable automated workflows that allow knowledge to be more dynamic so it can consider any number of variables, including who is requesting help or even what device they are requesting help for. The benefits are instant answers for your customers and fewer contacts or tickets for the Service Desk.

3. Automated alerts

Service desk agents often receive incidents related to IT infrastructures, such as network connectivity or application performance issues. In some cases, monitoring software has already issued an alert on the IT operations side, which should offer the service desk a head start on workarounds and resolutions. When the resolution takes time, customers want to be kept informed early and often. With automated notifications and alerts, you can easily keep customers informed about the progress of their tickets.

RPA can automate support and offer seamless customer service, keeping your agents and your customers well notified.

“Our experience with the CAI Service Desk Automation team has been excellent. They have brought best practices and focus to an area of IT support that had been lacking for many years.”

IT Director
National Managed Care Organization

Start your Service Desk on their RPA journey

Automating service desk processes can help ensure efficient, accurate, and timely results. Since those processes are so vital to a company, it’s important to get off to the right start.

RPA is a complex, constantly evolving technology, but it doesn’t have to be intimidating. Get expert guidance and a solution customized for the needs of your Service Desk. In the world of RPA, one size doesn’t fit all. Your business is unique—your solution should be too.

To learn more about CAI's custom RPA solutions and get expert guidance along your journey, contact our experts.


The impact of automation on the Service Desk and the customer experience

Series: Maximize ROI from your RPA

Select one of the articles below to read more of our 5-part series on maximizing your return on investment in RPA.

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