IT process automation has grown exponentially due to digitization and the accelerating pace of remote working. Despite the digitization IT service desk has been experiencing several technical hurdles due to remote working and no point of contact with customers and users. Traditional automation can help somehow by automating the repetitive and time-consuming process and sharing the load of IT helpdesk agents. But when it comes to offering personalized and instant resolution, IT service desk agents often lag behind. And the possible reason behind this struggle is-
- No centralized window for IT help support
- Lack of preferred channel support
- No ready integration and self-service assistance
Overcoming these challenges along with traditional automation is not enough to create a delightful customer experience. Then, how to transform the traditional IT service desk for better customer experience and employee productivity.
The potential of AI in this field has already been recognized by many companies. Throughout history, it has been shown that speech can replace high-friction processes in a number of circumstances. Conversational IT, however, encompasses much more than speech interfaces that perform a few simple tasks or only work when the user follows specific instructions.
Despite the specifications Conversational IT comes with, many organizations are hesitating to adopt the technology due to non-awareness of its capabilities. Let’s roll in this blog and learn how Conversational IT helps you take the route to the autonomous IT help desk.
How does Conversational IT create a difference for the IT help desk?
Conversational IT is a single pane window for all your IT service desk needs. Combined with Machine Learning, NLP, and AI, Conversational IT helps IT service desk agents create an autonomous service desk for instant resolution.
That’s why companies are aiming to invest in technology such as artificial intelligence, machine learning, and self-service to manage IT support more efficiently and save money. Those technologies, however, are not standalone solutions. Instead, they are a whole solution that delivers new features (such as a help desk) and adds value to an existing platform. As we can see, using AI in conversations can boost customer satisfaction in a variety of ways. By implementing it, the IT help desk can shorten ticket resolution times and streamline the implementation of new systems and IT processes. Keeping all that in mind, let's look into some of the Conversational benefits that make it stand apart from the traditional automation.
- Omnichannel support assistance is escalated
Every customer has their own choice of the channel while raising for service ticket resolution. Some of them might use MS Teams, slack, WhatApp, or any others. With traditional automation providing channel support is hard. But, Conversational IT solutions offer preferred channel assistance to their customers and give them a choice and convenience. No more hassle on new chat channel integration; Conversational IT solution gets you the information and service ticket resolution at the place you need it.
- Scalable Conversational IT
Conversational AI and automation experiences are ultimately more scalable than ever before, thanks to the rise of cloud services that make AI more accessible. Now, they are accessible to billions of people and devices. Furthermore, companies are becoming more sustainable, because when they rely on cloud-based models instead of building their own, they gain access to proven in-field vetting techniques, such as bias refinements. With a constant learning approach, Conversational IT is easy to scale as it learns from past experiences and makes conversations smoother and faster.
- Self-service assistance offers an instant resolution
Several IT service requests are repetitive and hardly require manual intervention. Using machine learning and NLP capabilities, Conversational IT can easily understand the user intent and context. This helps in providing instant resolution without keeping service desk agents in the loop. No matter the domain, whether it's HR or finance, Conversational IT offers smarter conversations in a short duration of time.
- Service ticket categorization and routing
Categorizing, prioritizing, and routing tickets is another area where Conversational IT helps IT service desk management. When requests are received, Conversational IT compares them to similar previous cases by using a machine-learning algorithm to determine their severity and anticipated outcome and then send them to the appropriate staff at the appropriate time. By reducing miscommunications and seeking the best help for each complaint, issues are resolved faster. This results in a dramatic increase in customer satisfaction.
- AI agent assistance saves the time and effort
When a service ticket is raised, IT helps desk agents have to shuffle through a range of processes to provide resolution. From extracting information to answering the FAQs, it helps desk agents require faster access to information. And Conversational IT can help in that. Using its AI capabilities, ConversationalIT can share the knowledge-based report, articles, and any other information in the flick of a second in real-time to service desk agents for an instant resolution.
Conclusion
With the increasing importance of digital services in daily business and life, IT service desks will become increasingly crowded. To resolve problems as promptly as possible, these teams will require all available resources. These groups will require a Conversational IT solution.
This shows how Conversational IT can help with support desk management at many different stages. When implemented successfully, Conversation IT, packed with AI capabilities, can greatly improve customer satisfaction and team productivity.
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