The Role of AI in Help Desk |
Posted: October 27, 2020 |
You can observe that AI (Artificial Intelligence) and ML (Machine Learning) are turning up almost everywhere. Several experts agree to this fact that AI would soon become an integral part of help desk operations. IT self-service is becoming more sophisticated with intelligent recommendations for search and chatbots. This makes it easier for users to try and find the right solution. AI is also predicted to help support teams in demand planning, incident management, and workflow improvement. The manual overhead as a result of low value and high volume desk activities can be removed easily by incorporating AI in the help desk. What it does is, it frees up some time by taking care of the repetitive tasks so that focus can be shifted to other higher-valued tasks. Here are the different ways AI is helping the help desk. Once you have a look at these points, you will definitely incorporate AI help desk software. Virtual support agents Virtual support agents are more commonly known as chatbots. Such AI-based tools make customer support available 24/7 even when there is no physical human behind the help desk. With such incorporation, repetitive and basic queries can easily be resolved without the need for human intervention. If you wish to go a step further, you can incorporate virtual assistants that offer tailor-made support specific to the IT service management scenario it is used in. the chatbot capabilities extended with the help of virtual assistants. Both chatbots and virtual assistants depend on a knowledge management process which is well-scripted. However, these days we can see a few AI-based chatbots and virtual assistants whose knowledge base can be updated or even built as per requirement. Curation of knowledge AI-assisted knowledge management is a fairly newer capability that has emerged. Such software will include a smart search function that would not entirely rely on the search terms or keywords but would also understand the meaning and context behind the search. The solutions recommended would be based on what has earlier worked or been helpful for knowledge seekers. It can also clearly help in identifying the gaps in the system’s knowledge base. Such a capability of AI can not just be helpful for end-users but also for IT support agents. The ITSM tools that are advanced or even at the intermediate level, utilize both current and prior events, problems, changes, and errors in the knowledge base and suggest relevant information to the IT support agents. Categorization, prioritization, and routing The service request tickets and incidents are automatically categorized, prioritized, and routed with the help of AI. These days, there are several AI help desk tools that offer predictive analysis through which some fields in the ticket form are automatically filled or populated. Such tools offer classification, incident priority, and also automates the path to the group to which the issue needs to be assigned. A human operator would still be able to override the decisions made by such AI tools. However, the time wasted in more obvious decisions can be avoided to a great extent with the incorporation of AI. In order to incorporate AI-based tools for help desk functions, your organization needs to be ready to leverage this new useful technology. An organization needs to have decent knowledge management in order to fully utilize the capabilities of AI in the help desk. If you are looking for IT help desk ticketing software, you can approach Rezolve which offers feature-rich AI-based tools that can ease the help desk tasks to a great extent.
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