Because AI can be applied correctly, it can simultaneously allow the "holy trinity", which is better, faster and cheaper It's a game changer. It's no longer about picking one of the two.
Intelligent service desk technology can achieve the same outcomes as humans, but within the quick blink of an eye. Transaction costs can be reduced to a minimum, with virtually no human labor costs (after initial setting up). Human error risk is reduced significantly when humans are eliminated from the delivery process. AI can produce outcomes that are consistent rapid, precise and efficient in time. Aisera has IT Helpdesk Chatbot.
This results in an improved IT user experience. With foresight, IT services are provided. Questions are answered instantly. Incidents can be spotted and solved automatically before employees are even aware of the issue. Cognitive Understanding and AI are significant tools that can provide support and services that are effective. The employee as well as the IT Service Desk. Smart automation is a force multiplier for your service desk, taking an enormous amount of routine work load off your service desk agents and support personnel, thereby decreasing costs and freeing resources.
Service Desk: AI Use Cases
There are increasing numbers of AI and automation use cases which are getting more mainstream within service desks all over the world. They are applications that have real-world application of AI and intelligent automation that our clients use to enhance the experience of employees and improve the performance of their IT Support teams.
AI Chatbots Deliver Virtual Service Agents (VSAs),
A chatbot-driven virtual service agent can provide automated, 24x7 first-contact support for employees, typically dealing with basic issues or service requests as well as information inquiries. Chat can be conducted via text or through a voice-driven user interface. With the integration, the chatbot can access the FAQs, service catalogs, service status information, the knowledge base and any other information contained in the assyst CMDB. Integration with other platforms, such as Microsoft Teams, is possible.
AI-Driven Insights to Improve Delivery Teams
The assyst InfoZone is an intelligent assistant for delivery team members that lives in the assyst ITSM Solution, is the assyst InfoZone. It acts as a record-mining agent and analyzes historical records in real-time to identify solutions for customers. The InfoZone is contextually aware, it responds to data that users input to send relevant information on the fly.
It instantly connects dots between historical tickets, infrastructure data as well as the current context of tickets to determine the root cause, resolution workaround, or other pertinent actions. This saves significant time for service desk agents--they needn't search for data; it's there for them on the screen.
Automated Detect-andCorrect Resilient Infrastructure
Service desk staff usually spend a great deal of their time addressing issues that can be both automatically detected and automatically resolved. AI-powered event management can allow assyst to spot infrastructure issues in real-time and then trigger automated resolution workflows to fix the issue before services are affected and IT customers are affected. AI is a leader in this field because it can handle more data than a human could handle, and it is much faster than a human could.
This type of AI-driven detect-and-correct capability gives you an improved infrastructure that's more robust and lets the service desk staff to focus on solving new and unique issues which require human imagination and creativity to resolve them.
Intelligent Ticket Handling
The organizations that manually route their incidents to teams are wasting time (and often make mistakes) in a simple task that is easily automated. It can take hours, or even days, to get an issue routed to the right team or subject matter expert. Meanwhile, the IT customer is waiting for the ticket to be processed and may be losing productivity.
Smart ticket handling can automatically analyze ticket records and how they were handled previously. The following details can be provided by smart ticket handling:
If there exists an automated workflow that can resolve the incident, trigger it.
Make suggestions for assignment groups or people that have been successful based on the things that worked well over the years.
Instant feedback is delivered by identifying any related incidents issues, challenges, changes and workarounds.
It doesn't matter if it is a problem that has been solved before that can be solved with an automated system or a brand new issue that requires human intervention. The entire process can be completed more quickly than manual routing.
Trend recognition and decision assistance
AIs are experts at mining data for useful insights. They can connect the dots of many data points and quickly analyze vast and diverse data sets. AI provides deep analytics -- the kind that was previously difficult or time-consuming - into reach. In Aisera you'll find IT service management.
The service desk can use IT-driven trend analysis in order to analyse everything from simple scenarios (such as looking through the incident information to create problems record) to more complex situations (such as demand analysis and capacity planning to ensure that services are ready to respond to changing business demand patterns).
AI-Assisted Knowledge Management
It's not easy for service desk personnel as well as other IT experts in the field to find time to develop the objects that users need to solve their problems themselves. This is a trap. They are too busy fighting fires to stop and collect the knowledge that can end their fight.
