How AI-powered Chatbots are revolutionising the IT Service Desk



The IT service desk is an essential support function for today’s businesses which is responsible for answering the demands of all employees, managing difficult situations, and providing access to critical resources and expertise. With increasing demands from the global hybrid work mode, IT workers have struggled to provide real-time quality services to consumers. Delayed responses and extended wait times cause user dissatisfaction and low work efficiency.

AI chatbots are one such promising technology that can alter how IT service is managed. The ability to auto-resolve tasks and handle user inquiries frees up IT workers’ time to focus on more complicated duties, enhancing overall productivity. AI chatbots can provide support in a variety of forms:

1. FAQ support

When it comes to IT support, many users, be they internal (employees) or external (customers), will likely ask the same set of questions. Having back-end integration with the relevant databases, AI chatbots can access the needed information almost instantly and return the answer to the employee with zero delays. This can divert much traffic away from the agents, lowering expenses and improving the customer experience. 2. Self Service In general, IT support workers must resolve many issues simultaneously, AI-driven chatbots can be helpful in such instances since they can quickly address several tickets and avoid the consumers (or employees) waiting in line for their query to be resolved. AI chatbots can grasp the intent of an employee’s support request and perform the appropriate processes to meet that requirement and resolve their issue, using artificial intelligence technologies such as natural language processing (NLP) and machine learning. This virtual connection with the user inquiring allows real-time, consistent, and individualised messaging, which improves their satisfaction with the experience. AI chatbots are typically used to answer level 0 and 1 inquiries while moving the more sophisticated issues back to human agents who can better appraise the situation and find appropriate solutions.

3. Password management One of the most common requests to come to the IT service desk refers to lost logins and passwords. Gartner estimates that 40% of all service desk volumes refer to requests for help in password setting. Rather than contacting the help desk and incurring the time and cost of an agent dealing with something as basic as this, the employee can simply request support directly with an IT service desk chatbot. AI chatbots have the ability to authenticate the user and then automatically generate and update the user’s login and password. The entire process is carried out automatically by the chatbots, with no assistance from a human agent. 4. Instant feedback

Your service desk’s feedback from those who use it is the most direct, genuine indicator of its performance. Chatbots can ask for a rating on the process right as the interaction is completed to get such feedback quickly and at scale. If the feedback is negative, the chatbot can further inquire about the causes of the dissatisfaction and prompt the user to provide more details, then share them with the relevant stakeholder to improve further interactions. With this feedback, IT can continue to improve their service desk, and assuming they’re also receiving positive feedback, it can help them stay interested at work.

5. Equipment management Onboarding of any new employees begin with acquiring equipment and software. Existing employees, likewise, want a method to seek new or updated hardware and software updates or access. Instead of technical support agents wasting time discussing options and placing orders, chatbots can register the request, guide the employee into selecting the suitable device from those available to his position, then submit the request to a manager and, pending approval, initiate the order for the equipment’s acquisition. Along the journey, the chatbot can respond to inquiries about software requirements, corporate policy on devices, delivery schedules, and specifications.

An increasing number of businesses are embracing cutting-edge technologies such as AI, NLP, and RPA to remain ahead of their competitors and provide a great user experience. Exploring and deploying the best AI-powered service desk solution is a critical step in accelerating the AI transition, and the time to act is right now.

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The next stage in IT service desks: conversational support
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