IT Service Desk Use Cases.

Using AI technologies such as Natural Language Processing (NLP) to grasp the intent of an employee’s support request and perform appropriate processes to resolve their issues 

Gartner estimates that 40% of all service desk volumes refer to requests for help in password setting.  AI chatbot can authenticate the user, then automatically generate and update the user’s login and password 

AI virtual assistant is able to identify key terms that require specialist human intervention, then invoke a connection to a Live Chat agent, who is presented with the conversation history of the chat at the point the chat was transferred 

AI virtual assistant can guide the employee into selecting the suitable device from those available to their position, then submit the request to a manager and initiate the order for the equipment’s acquisition 

A virtual assistant is omnichannel, it can be integrated with social channels including FB Messenger, Whatsapp, Slack, Skype etc 

Ask for a rating on the process right as the interaction is completed to get feedback quickly and at scale