How Artificial Intelligence Is Transforming Service Desks

AI-powered event management enables a company to detect infrastructure issues in real-time and immediately initiate automated resolution workflows to correct the problem before services are disrupted and IT customers are inconvenienced.

Fremont, CA: Artificial Intelligence (AI) is a game-changer because, when used correctly, it can provide the "holy trinity" of advantages: better, faster, and cheaper. It's no longer a case of "take your pick of the two."

Smart service desk technology can accomplish the same tasks as a human but in the blink of an eye. Transaction costs can be reduced to almost zero if no human labor is required. And, by removing people from the delivery process, the possibility of human error is greatly reduced. AI can produce results that are fast, accurate, and efficient over time.

AI Use Cases for the Service Desk

Automated Detect-and-Correct Resilient Infrastructure

Service desk agents typically spend a significant amount of time dealing with incidents that can be detected and resolved automatically. AI-powered event management enables a company to detect infrastructure issues in real-time and immediately initiate automated resolution workflows to correct the problem before services are disrupted and IT customers are inconvenienced. AI excels in this area because of its ability to handle much more data much faster than a human could.

Smart Ticket Handling

Organizations that manually route incidents to teams are wasting time (and frequently making mistakes) on a task that could easily be automated. When there is a large backlog of tickets, it can take hours or even days for a ticket to be routed to the appropriate team or subject matter expert for action. Meanwhile, the IT customer continues to wait and lose productivity.

AI Chatbots Delivering Virtual Service Agents (VSAs)

A virtual service agent powered by a chatbot provides automated, 24x7 first-contact support to employees, typically dealing with simple issues, service requests, and information queries. This can be done through text-based chat or through a voice-driven interface. The chatbot can access the service catalog, FAQs, service status information, the knowledge base, and any other information in a company's CMDB via the integration. It is also compatible with other platforms, such as Microsoft Teams.