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Is AI The Future Of IT Help Desk?

By Anonymous User posted Thu April 22, 2021 04:29 PM

  

AI is one of the biggest businesses for growth within the field of technology now. In fact, Artificial Intelligence is rapidly empowering us to make significant changes to different fields within the realm of technology. Helpdesk is no stranger to the concept that there is room for growth within this niche of technology.

What is an AI Helpdesk?

An AI helpdesk is client service software that leverages technologies such as ML, natural language processing, and conversational interfaces to increase customer and agent activities. Artificial Intelligence helpdesk solutions not only streamline rules but increase agent productivity and effectiveness by automating workflows and analyzing client queries to deliver faster decision rates.

Traditionally, the client service role has been reactive – agents manually verify the data before moving to address queries/questions clients might have. This can become frustrating and display poorly on KPIs such as call duration and client satisfaction (CSAT) scores.

If you’ve operated at a contact center, you’re apparently all-too-familiar with the tedious method of collecting data, classifying queries, and rerouting choices. Here’s where Artificial Intelligence guarantees to transform the system agents interact with clients and their work.

Companies use help desk software to handle a variety of different types of data. From clients’ questions and concerns to employee computer replacement requests, helpdesk is a solution for organizing, responding to, and collecting results from each of those created individual tickets.

If you use a help desk for your own company, you may wonder how help desk could be changing soon. You might even be shocked that one of the many methods help desk could improve is by utilizing Artificial Intelligence technology to increase its accuracy and dependability.

 

Virtual Chats

One of the biggest areas of growth that comes through the Artificial Intelligence world within technology is the usage of bots to chat with clients about their needs and any questions which may appear. Using AI, a company can use virtual chatbots to troubleshoot concerns from the person attending the help desk. This can significantly decrease the number of tickets that the help desk workers go through daily.

 

Prioritizing

Although you can allow users to code their ticket in a specific priority rank, you can also use Artificial Intelligence to help form the order in which those tickets should be reviewed. This function would also make the help desk more natural for the user because it can benefit the user auto-populate various possibilities.

 

Building Insight

There are many ways that Artificial Intelligence instruments can help build insight into the data that a help desk might find helpful. First, using Artificial Inelligence tools, a help desk can populate answers to the problem that a person is reporting. This can help reduce the quantity of records that the help desk has to answer to daily.

AI can also serve to formulate the most traditional types of insight that are requested through this instrument. Tracking this kind of data can help the tech unit understand gaps in their systems in use. Besides, this same type of data tracking can support the tech team to understand their weaknesses in reply to certain issues. Using this information, tech teams can improve their own performance to the problems that are posed through help desk technology.

 

Final Thoughts

While forward-looking companies have ramped up Artificial Intelligence investments, the penetration of intelligent enterprise helpdesk software in client service remains low. The pandemic has catalyzed digital transformation 2.0, but budget cuts and lower purchases revenues have compelled businesses to hold off on immediate purchases. CX leaders and customer service teams can use this time to investigate the Artificial Intelligence helpdesk market and find a possible solution that allows free trials, flexible pricing, and round-the-clock client support. For companies planning on spending in an AI helpdesk solution in 2021, we suggest keeping an eye out for a few specific capabilities:

    • Data Security: As the shift towards remote work intensifies, CX managers must assess a possible vendor’s capabilities regarding data security. GDPR and the more new California Consumer Privacy Act require client service teams to comply with data privacy and security regulations. Securing your vendor complies with state, federal, and global data compliance standards is essential for realizing the advantages of an Artificial Intelligence helpdesk solution.
    • Advanced Analytics and Reporting: According to the World Economic Forum, recovery from the pandemic might be slow and long-drawn-out, which suggests CX/customer service resources will come under growing scrutiny. CX leaders must evaluate potential software's analytical and reporting capabilities to make a powerful business case for intelligent helpdesk software. After all, you can only control what you can measure. Stakeholders and CEOs will frequently look to determine the ROI of technology investments in hard dollar terms. In that case, demonstrating the value of your Artificial Intelligence helpdesk software will rely entirely on its analytics and reporting features.
    • Integrations: Lastly, the success of your Artificial Intelligence helpdesk implementation will mostly depend on how well it plays with other operations at your company. We suggest choosing a solution that quickly integrates with your current support and allows for seamless data flow among systems. Expensive integration conditions are a big red flag when evaluating potential helpdesk solutions. Steer clear of answers that demand extensive method realignment or development purposes.

A company may have little authority over external disruptions like the pandemic or the strength of the competition it faces. But it has substantial influence over the way it replies to these changes. Artificial Intelligence helpdesk software can soften the blow of external changes and bring excellent CX results within reach. But, unlocking the true promise of Artificial Intelligence helpdesk software depends on picking the right partner for your CX transformation mission.


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