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Key Advantages of Helpdesk Automation
Help desk management automation can enhance and optimize business processes with minimum time and effort.
FREMONT, CA: Helpdesk automation tools use artificial intelligence to answer customer questions, resolve tickets, and resolve emails. Helpdesk learns how to improve customer and employee experiences as AI resolves more and more queries. Automating helpdesks reduces repetitive, manual work.
Automation of service desks is an evolution of helpdesk automation. Support teams are relieved of the burden of handling dozens of helpdesk tickets daily rather than closing them out. If the service desk automation is good, automated service desks can even handle Tier 2 support.
Let us understand the vital impacts of automated service desks on businesses.
Increased productivity: There is a high expectation among people that their responses will be accurate. Support teams are under a lot of pressure because of this. Automating service desks removes employee obstacles, reduces burnout, and helps companies retain top talent. Service desks are playing catchup now that companies are cutting edge with automation and AI. Unproductive teams, ticket cherry-picking, and other common problems will result from outdated helpdesks.
Automated service desks are scalable: Any business that hopes to scale and grow needs service desk automation. Increasingly, organizations receive questions via chat and email, and automating responses that do not require human intervention can save them a great deal of time and money. Automation can handle FAQs and route customers to the correct place without requiring live chat agents or email responses.
Reduced support costs: Automation creates more time for employees by automating low-value tasks and allowing them to handle more complex questions. Employers invest in their employees by automating low-value tasks. The automation of service desks has increased client retention and is saving time.
Reduced human error: Service desk automation can prevent mistakes caused by the sheer volume of tickets and tasks, such as setting the wrong priority or providing incorrect information to the wrong customer. Automation can reduce or eliminate human error, allowing higher priority tickets to receive attention.
Ways to automate helpdesk
Automate key systems: The tech stack of every business includes critical systems. Collecting information such as company records and customer details using CRMs and custom databases is possible. Data and knowledge are difficult to access in many of these same systems.
The information can be gathered automatically from multiple sources using helpdesk automation. This method can reduce an hour-long report to five minutes.
AI-powered knowledge base: Creating a centralized knowledge base where workers and customers can access and update information is another way to helpdesk automation. The knowledge bases built for self-service fail to reach their full potential because of their design as self-service tools.
Helpdesk problems often result from a lack of communication between various departments. The result can be confusion and frustration between IT support teams at different levels. Communicating effectively between departments is the key to ensuring everyone is on the same page. An AI-enabled knowledge base can answer employee and client questions much faster than a standard database.
Automate complex workflows: In highly technical industries (SaaS, insurance, mortgage, etc.) that require a lot of human expertise, workflow automation can relieve support teams by automating simple processes such as sending confirmation emails to approve PTO.