New technology, greater potential with an AI service desk
IT service and support professionals are excited about the possibilities for conversational artificial intelligence (AI) powered by large language models (LLM), such as ChatGPT. But many IT leaders are struggling to understand how these tools will change the ways their teams operate. Adding this challenge to existing limitations stemming from the size, skills, fear of adoption, and budget of their organization, we begin to understand why the adoption of automation and the impact it can have on the service desk is slower than expected. With all that said, let’s talk more about the value this kind of technology brings to the table and why it should be a part of your strategic roadmap in today's service desk landscape.
Routing communications to an AI-powered service desk
The service desk is flooded with requests each day, with most of these requests coming in the form of unstructured emails and web forms. Until recently, human understanding was required to read and assign requests to the appropriate team. In 2023, we’re deploying AI service desk tools with natural language processing and machine learning to augment service desk teams. These tools route and dispatch requests quickly and accurately, 24 hours a day, 7 days a week. By detecting urgency and sentiment, these tools get requests into the right hands quickly, decreasing the time to close tickets.
Chatbot versus virtual agent versus conversational AI
In 2023, chat technology is more advanced than it was even a few years ago, leaving legacy “chatbots” and “virtual agents” in the dust. Conversational AI platforms powered by large language models (LLMs) are providing customers with more accurate and personalized responses tuned with proprietary data. Additionally, voice-enabled chat technology can replace or enhance Interactive Voice Response (IVR) systems to provide customers with an even more natural and intuitive experience.
Improving employee experience with an AI-powered service desk
In today’s remote world, collaboration tools are necessary. Conversational AI technologies can meet people where they spend most of their time through advanced integrations with platforms like Microsoft Teams and Slack. Typically, we implement conversational AI through integrations with IT service management (ITSM) and/or HR ticketing systems. Via these integrations, the AI-powered service desk chat can open, close, update, and resolve tickets and provide updates to users. We extend AI-chat capability to fulfill requests by integrating automation. We train on proprietary documents and knowledge articles to enhance the AI’s ability to answer questions with enterprise and industry-specific context. Doing so harnesses the knowledge of an organization in new ways, adding tremendous value in training new associates and making individuals more productive.
Conversational AI is especially adept at enabling global organizations providing a multilingual service desk. AI-powered chatbots can be used to provide customer service in multiple languages, allowing customers to communicate in their preferred language. This can help to reduce customer frustration and improve customer satisfaction. Additionally, knowledge articles can be written in a single language and translated into more than 100 different languages by the AI. This has helped to take some complexity out of IT support for our employees—providing a more positive, convenient user experience with improved productivity.
Autonomous resolution with an AI service desk
Conversational AI and LLMs can have a significant impact on the speed of your IT service desk by automating your most common and repetitive issues. This proposes operational efficiency gains by:
- Keeping service desk agents focused on the problems and projects that matter and drive the most business value
- Reducing human errors and cost
- Doing more with less as your business continues to scale
Furthermore, the speed at which the right resolution gets delivered has greatly increased in a simple and convenient manner where our employees spend most of their time. IT support shouldn’t be any different.
Improve the customer experience by leveraging new technology at your AI service desk
The benefits of implementing these AI service desk tools are numerous. It allows agents to focus on high-value activities all while improving the speed of the end-to-end customer support journey. It meets users where they are—making it very easy to use while providing support right at their fingertips.
If you're interested in providing excellent customer experience while improving performance and reducing costs at your service desk, let’s discuss how we can help you power the possible with service desk.