Table of Contents
Intelligent virtual assistants for multiplied productivity and optimized IT support costs.
UBER started as a simple idea. Press a button and a car will come to pick you up.
How does a similar solution sound for IT help desk? You press a button and your tech problem is resolved.
IT helpdesk is perpetually immersed in tasks like installing, managing and maintaining IT tickets.
According to Gartner, password resets account for 40% of all service desk requests.
In this way, IT help desk support agents are overburdened with mundane, repetitive tasks leaving them with little or no time for meaningful work.
What to expect from an IT helpdesk chatbot
– Self-service issue troubleshooting
– Create, track, close incidents/issues, service requests
– Personalized and location specific services and outage alerts
– Manage application and Windows AD passwords
– Answer FAQs – policies, processes, App help
– Improve knowledge articles and their usage
– Intent based info location search
– Curate knowledge queries into task completion workflows
There are tremendous benefits to deploying an AI powered chatbot for IT helpdesk
– Decreasing the ticket raises by 65%
– Reducing phone calls and call durations by 40%
– Improving response time by 35%
– Improving employee productivity by 20%
– Overall reduction in the operational costs
Transforming helpdesk roles and responsibilities
1. 24/7 service availability
Machines and devices can crash or malfunction at any time of the day.
Staffing helpdesk 24/7 to handle these issues is not feasible or cost effective for the modern enterprise.
Chatbots for IT helpdesk can help overcome these staffing and payroll issues.
They can be deployed to handle low-value or low-impact tasks, such as password resets or account creations and to automate common troubleshooting procedures and questions.
The support staff can also receive alerts when level 2 or level 3 tickets are raised, ensuring high-value and high-impact issues are identified and resolved quickly.
2. Outage alerts
IT help desk staff is overwhelmed with phones calls, emails and messages about outages and other similar issues.
As a result, these teams are constantly interrupted, reducing their overall productivity.
AI powered chatbots provide help desk staff with instant access to their monitoring systems and IoT devices, allowing them to better track outages, quickly populate outage reports and manually or automatically alert the affected parties.
3. Asset management
Keeping track of each user’s assets is a time-consuming and enormous challenge for any organization.
IT help desks often use standalone tools or outdated spreadsheets to track assets, making information hard to find and often unreliable.
Chatbots can help your IT department stay up to date with new requests or changes to existing requests, by delivering helpful and actionable alerts.
Your staff can even use our bots to quickly and easily check inventory levels and fulfil asset requests.
4. Knowledge management
IT help desks often lack immediate access to the information they need to identify technical issues and to effectively resolve them.
Chatbots can be used to answer both tech support and end-user questions by integrating seamlessly with your Knowledge Bases, including information contained within FAQs, websites, and wikis.
These platforms can also help IT service desks identify trends and address underlying causes by providing comprehensive bot and user analytics – allowing you to prevent future incidents, do less work, and increase user satisfaction.
5. Authentication management
Common requests and recurring issues consume a huge part IT help desk bandwidth.
Recent research indicates that almost 20% of calls consist of these requests and that each call can cost companies up to $20.
Chatbots seamlessly integrate with front-end systems and legacy IT service management tools like ServiceNow, Freshdesk or JIRA.
This allows your employees to quickly and easily self-service minor issues – like password reset requests – without tying up phone lines, submitting tickets or opening a live chat.
This frees up your service desk staff to focus on more important tasks at hand.
6. User self-service
Users expect their technical issues to be resolved quickly and accurately.
Your IT staff loses an enormous amount of time manually investigating and resolving the same issues again and again.
They often delay resolving these requests so they can focus on higher priority projects, thereby increasing employee frustration and lowering productivity.
Chatbots empower users to manage simple tasks ensuring they get the help they need when they need it, resolving the most routine and low-value tickets and reducing overall help desk costs.
Chatbots a new necessity – at a glance
Optimized implementation of conversational bots will enable end users to quickly resolve their issues and queries, while businesses can significantly decrease operational costs.
They enhance customer experience while driving efficiencies of internal operations and optimizing business processes.
Customer satisfactions generate growth opportunities without spending vast amounts on marketing as your customers become your brand ambassadors.
[mailerlite_form form_id=1]
