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Service Desks are Transforming Thanks to Automation And AI
AI is a game-changer since it might simultaneously unleash the "holy trinity" of benefits: better, quicker, and cheaper when used appropriately. "Pick any two" is no longer an option.
Fremont, CA: In the blink of an eye, smart service desk technology can achieve the same results as a human. Transaction costs can get reduced to virtual nil with no human labor expenses. Human error is significantly minimized when individuals got eliminated from the delivery process. AI can produce consistently quick, precise, and efficient results over time.
AI & Cognitive Understanding are key enablers for offering services and assistance that function. For the employee or perhaps the help desk. Smart automation is a service desk force multiplier, removing a large portion of the monotonous job from company service desk agents and specialist support employees, lowering expenses, and freeing up resources.
Use Cases for AI in the Service Desk
• Virtual Service Agents Delivered by AI Chatbots (VSAs)
A virtual service agent powered by a chatbot provides automated, round-the-clock first-contact help to workers, generally dealing with minor concerns, service requests, and information requests. It can be done through text-based chat or with a voice-activated interface.
• Automated Resilient Infrastructure Detection and Correction
Service desk agents frequently spend plenty of time dealing with situations that can get noticed and addressed automatically. Assyst's AI-powered event management allows it to detect infrastructure issues in real-time and quickly initiate automatic resolution procedures to resolve the problem before it affects services or disrupts IT clients. AI thrives in this area because it can handle far more data faster than a person could.
• Knowledge Management Assisted by AI
Service desk agents and other IT subject matter experts frequently struggle to find the time to develop the knowledge artifacts that users require to self-solve issues. It's a catch-22 scenario; they're too busy battling fires to pause and collect information that will assist them in putting the fire out.
Service desks can also benefit from AI. This allows users to swiftly build up their knowledge base by uncovering and sharing knowledge without taking service desk agents and certain other technical experts offline to document what they know.