How IT Helpdesk can benefit from AI

We live in an era in which every aspect of our life is touched by artificial intelligence. From sales to service and support, conversational AI is fast becoming the platform of choice for interaction.


Like many business areas, conversational AI is transforming IT help desk in a powerful way by moving beyond solving mundane issues such as password reset. Today, enterprises are able to personalise the IT support experience and anticipate what may occur in the future.


But, success would depend on a clearly defined scope of use cases. This article sheds light on where conversational AI can be applied from our experience and discusses how it helps IT support become more efficient.

Effortless Self-service

Conversational AI makes self-help a more accessible and an appealing experience. It empowers users with accurate and instant information round the clock. Repetitive tasks such as password reset and printer configuration can be easily solved with the help of interactive assistants. These assistants use AI to understand the query and proactively fetch the solution from the knowledge base, creating space for help desk professionals to focus on tier 2 and tier 3 support.


Seamless Switch to Live Agent

The need for expert help during the course of a conversation can never be negated. If the solution offered by the Interactive Assistant is unsatisfactory, a user might feel the need to interact with a human agent. To accomplish this, forcing a user to switch to a new channel can damper the experience.


Access to expert help can be made a seamless experience by automatically switching to a live agent from the same window. Even more, AI technologies can be used to analyse user sentiment and proactively bring expert help into the conversation.


Automate Service Requests

Most of the routine service requests could be brought under the ambit of conversational AI by creating automated workflows. Consider one of the most common service requests - password reset. Just by conversing with the bot, an automated mail with the password reset link could be sent to the user for resetting the password. This would help the IT Support providers in addressing other problems like delays in processing service requests.


Better Manage Incident Requests

Acknowledging the problem is key. Instead of raising a ticket and waiting for a response, conversational AI lets the user know that the problem is acknowledged diligently. By connecting to existing systems, an Interactive Assistant can help a user create an incident ticket by conversing in natural language or pre-fill the form for the user. In addition, users can easily check the status of tickets and make updates within the chat window.


Higher Turnaround Time

Often, IT help desks receive high volume of requests that is more than what they can manage. Conversational AI can automatically categorize and prioritize tickets making it easier for help desk agents to act promptly.


Increase Time-to-Respond

IT help desk agents work with huge databases and documents. To answer a query, they sift through hordes of documents which can be tiresome. Interactive Assistants make information discoverable by offering a conversational UI that can quickly find relevant content and answer the query.


Manage Training and Knowledge Gap

With organization pulling the cost reduction lever, IT support desks are now being forced to do more with less. With a high churn rate, training new resources is no longer efficient. Conversational AI can keep the learning curve to a minimum. For example, while managing service requests, new agents don’t need to learn the entire process. Instead, they can just converse with the interactive assistant and get the response.


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