Updated: Jul 8
AI and ML technologies are disrupting almost every business function nowadays. And, the same advancements are visible in the IT support department as well. Experts are looking at multiple variations of AI for complete IT help desk automation.
Self-service in IT is not a new concept. But with AI/ML disruption, it is now getting more and more sophisticated. Conversational AI platforms are chatting and giving relevant recommendations to users, guiding them to the desired solution.
Artificial intelligence is also increasingly helping IT teams with other features such as demand planning, workflow improvement, and incident management with predictive analytics. This is why about 91% of IT help desks are growing their self-servicing models.
What is AI-enabled IT help desk automation?
AI is the new wave of automation in IT Service Management or ITSM. It allows service desk agents to offer self-serving, instant support with a seamless experience across all channels. An AI assistant makes sure that every help desk agent receives a complete history of every assigned ticket along with the conversation’s context. Hence, they can efficiently resolve customer issues with an ample amount of time and knowledge in hand.
While automating, IT help desk attains conversational AI intelligence and deep-domain knowledge. The platform is integrated without any coding required. Thus, help desk managers open a new source of gathering information and engaging with customers, which helps to make result-driven decisions. Continuous analysis of data helps to identify and rectify challenges that impact the help desk productivity.
AI-powered virtual assistants
Customer support AI is automating the first-contact experience with 24*7 personalized assistance. This means a business can have an “assistant” available all the time for help and support.
IT support providers wish to deploy AI chatbots at every stage of operations management. Not only does it apply natural language processing, but carries out searches to make knowledge and information available and perform actions.
Automated prioritization of incidents and requests
Support managers feel happy that conversational AI can do more than answering repetitive and simple requests and queries. AI virtual assistants offer capabilities targeted directly at the IT assistance and support scenarios.
With AI for IT help desk, ITSM teams are now able to automate prioritization, categorization, and routing procedures involved with service and incident request tickets.
IT help desk automation of service requests can recommend best-suited incident priority, classify those tickets, and assign them to the right groups.
Amidst all that, human operators aren’t being replaced but getting empowered through AI assistance. Hence, faster and accurate actions are taking place reinforcing the level of productivity achieved by the team.
AI-enabled knowledge management
Another valuable feature emerging is AI-enabled knowledge management for the IT help desk. Advanced search capabilities are coming out that use more than just a few keywords. AI-powered search functions are capable of understanding accurate meanings and context through Natural Language Processing (NLP) and Machine Learning (ML). It offers solutions based on a thorough analysis of previously worked recommendations for users.
Curation of knowledge with AI can benefit end-users and support agents alike. AI-enabled platforms can leverage both current and prior incidents, problems, knowledge bases, and changes to recommend relevant insights to agents at the IT service desk.
Challenges tackled by AI assistants for IT help desk
When the size of an enterprise grows, it simultaneously increases the number of IT requests. Hence, ITSM teams face challenges in terms of efficient allocation of resources.
To tackle those challenges, brands all over the world are implementing AI-based IT help desk automation:
1. Too many queries
The IT support staff gets huge numbers of tickets on a daily basis. In the presence of repetitive issues, they don’t find enough time to resolve complex issues with better focus. Hence, the incidents keep on increasing, which negatively affects the SLA or Service Level Agreement.
2. Loss of workforce