While discussing AI IT support, how can one forget about the vast potential of Generative AI? Generative AI for IT support is perhaps the best thing one can imagine about revolutionizing support. Other than creating new and unique content, LLM-based Generative AI is a game-changer that transforms the current processes of IT or customer support.

IT services have already realized significant gains of AI for IT support by streamlining repetitive processes and automating multi-step workflows. With GenAI for IT support, businesses can aim for outstanding benefits such as operational efficiencies, improved analytics, and more. 

In this article, we’ll explore the ten best AI IT support tools, features, and advantages. Let’s discover how AI or Generative AI can help optimize IT support and how various AI IT support tools bring the best potential for faster and speedier resolutions of problems and user experience.

Artificial intelligence IT support is the support system that helps automate user queries, provide real-time help to solve problems autonomously, and boost agent productivity using artificial intelligence and machine learning technologies. 

The help desk or more advanced service desk has support teams to address user queries and deliver solutions to problems. ITSM software tools are their go-to tools for maximizing their efforts, reducing the time needed to solve issues, and improving MTTR. With AI IT support tools, service desk teams provide the best support and transform the user experience. 

Unlike traditional IT support, which utilizes paper-based methods to provide support, AI IT support tools bring the best in automation capabilities to remove manual processes and streamline repetitive workflows. A study by IT Spending and Staffing Benchmarks found that average IT spending by users went down to $7,614 from $9,647 in 2022. Cost efficiency results from automation cutting down manual efforts and speeding up existing processes. 

Besides, AI ITSM software helps the service desk fetch large amounts of data for every type of interaction to analyze and improve IT service desk performance. AI IT support is highly efficient in automating password resets, agent responses, ticket triage, and many other repetitive processes. If you aim for a highly efficient service desk for IT support, AI is a must-have.

In a quest to look for what are the best AI tools for IT support, we help you discover the industry leading tools. Depending on your business-specific needs, these AI IT support tools can unlock varied functionalities for the service desk and elevate employee and customer experience. Here they are—-

Workativ 

Workativ is one of the best Artificial intelligence IT support tools for the service desk or help desk. By offering a GenAI-powered chatbot with a comprehensive suite of AI-powered features, Workativ helps elevate the IT support experience to the next level. The platform encompasses a seamless integration capability within its LLM–powered chatbot, which can easily integrate with MS Teams and Slack. This turns your familiar communication tools into powerful self-service for ITSM, allowing employees to manage and optimize tickets and auto-resolve issues independently using domain-specific knowledge grounded in LLM-powered architecture. 

This AI-powered chatbot is also a great AI copilot tool for agents. It helps them elevate productivity and efficiency by quickly addressing employee IT support needs. With capabilities like AI responses, summaries, recommendations, and automated ticket triage, Workativ’s AI-powered chatbot reduces L1 support tickets, helping agents focus on solving complex tasks and automating more repetitive tasks.     

Freshservice 

AI-powered  Freshservice is an enterprise-grade service desk for IT, operations, and businesses. Freshservice's AI service desk software provides intelligent AI tools to streamline IT support and boost agent efficiency with virtual AI-powered agents. Integrated with knowledge bases, the Freshservice virtual agent helps automate routine queries for auto-resolution of problems, frees up agents’ time, and enhances service desk responses to employee queries. Freshservice is a perfect example of an AI IT support tool. It provides Freddy AI for self-service to streamline low-value tasks through workflow automation and help optimize tasks to support agents and managers for improved operational efficiency. 

Zendesk 

Zendesk unlocks outstanding AI automation in IT service management for employees. The platform is popular for enhanced customer support. Yet, it offers significant AI tools such as agent workspace, Zendesk AI, AI-powered chatbots, reporting, and analytics to improve the employee experience for HR queries. 

Zendesk ensures employees get 24/7 support utilizing knowledge management, an automated ticketing system, and omnichannel support. Without writing a single line of code, Zendesk allows seamless integration with the existing tool, especially with the web widget, to help simplify and automate employee workflows. 

Zohodesk 

Zohodesk perfectly fits the category of AI help desk software. This AI service desk platform aims to take customer support to the top-notch service level by leveraging GenAI-powered chatbot Zia to boost customer interactions and agent productivity. 

Zia integrates advanced AI capabilities such as auto-tagging, field predictions, and anomaly detection to streamline tickets and accelerate the resolution rates for MTTR. Zia provides outstanding self-service capabilities for customers and agents to find their answers and resolve issues. With enhanced integration capabilities, Zohodesk utilizes AI to fetch personalized customer responses and increase agent efficiency. 

HelpScout 

HelpScout is AI-powered helpdesk software that empowers agents with multiple AI tools and elevates customer service operations. HelpScout’s AI IT support tool allows agents to personalize customer experience by resolving critical problems with AI. While HelpScout streamlines and automates repetitive questions for customers' routine questions, this AI-powered service desk software unleashes multiple capabilities, such as AI summaries for long emails for rapid understanding of customer queries, AI replies for instant query resolving through knowledge base tapping, and AI assist to provide more contextual response for customer queries. Overall, HelpScout eliminates manual efforts and transforms customer support with AI-powered service desk capabilities.  

Moveworks 

Moveworks unlocks outstanding AI capabilities to transform service desks for IT support or ITSM. Layered with agentic AI capabilities, Moveworks aims to transcend the current state of Generative AI-powered automation and improve reasoning and decision-making to enhance employee self-service capabilities and improve service desk efficiency.

Moveworks is best designed to elevate service desk experiences for IT leaders by offering instant problem resolutions for routine and common IT queries such as device management, password management, etc. By allowing employees to leverage its AI copilot, employees can easily harness domain-specific knowledge repositories to resolve IT support issues efficiently, thus further allowing agents to improve operational efficiency for service desks by addressing critical issues. For agents, Moveworks offers automated triage and end-to-end ticketing lifecycle management for efficient service desk management. 

Invgate 

Invgate is another excellent example of an AI IT support tool that combines outstanding ITSM and ITAM solutions for service desk management. Invgate is a powerful tool to streamline operations with dynamic ticket and SLA management and boost operational efficiency for IT assets through a unified view of IT inventory. 

Invgate AI Hub for Service Management offers agents a handful of AI features to elevate their productivity and efficiency and improve employee support. Invgate uses Generative AI to improve response delivery and speed up ticket resolution. One-click ticket summaries are also an excellent feature for onboarding a new agent to handle and resolve a new query. Invgate ensures faster response and improved self-service for IT support issues. 

Intercom 

When it comes to choosing the perfect AI customer support solution, Intercom can quickly meet your needs. Intercom’s Fin AI agent leverages human capabilities to handle frontline support and empowers agents to manage high-impact work. 

Intercom’s AI-powered help desk utilizes company knowledge to provide accurate and relevant answers to customer queries and elevate their experiences. 

Alongside being a super tool for agents, Intercom is recognized as the complete AI-first customer service platform that integrates customer journey data, including action data, to streamline operations using workflow automation. This platform unlocks multichannel support and works natively without integration to support the ultimate support experience.

Aisera 

Aisera is the agentic AI copilot for service desk software. The platform optimizes Generative AI and other sophisticated technologies, such as NLP and NLU, to assist agents in streamlining processes and eliminate repetitive tasks using GenAI responses, AI summaries, and AI insights for improved service desk performance. 

Aisera also offers its AI agentic copilot as a powerful self-service tool for employees. It quickly connects them with service desks and allows them to resolve their problems automatically. The copilot utilizes organization-wide data grounded in large language models to automate tasks ranging from simple to multi-intent and deliver personalized employee assistance. It is best designed to automate hardware troubleshooting, software provisioning, and routine queries.  

TOPdesk 

TOPdesk is considered the best AI tool for IT support. Its ITSM software uses AI and Generative AI technologies to boost agent efficiency in repetitive incident, problem, and asset management processes. TOPdesk also applies ITIL-based approaches to improve service management. 

TOPdesk provides mail import to alleviate agents' efforts by eliminating the need to create tickets from mail. Tickets are automatically created and sent to the right persons for immediate mitigation. Omnichannel support connects with self-service to bring ticket requests from multi-channel and help reduce the time needed to resolve an issue. 

You have learned about some AI IT support tools to elevate IT and customer support. To make the right choice for your IT support tools for service desks, you must consider some significant features to maximize agent productivity and empower your employees to handle their problems autonomously. Let’s explore the right AI service desk software features for ITSM. 

AI chatbot for IT support 

The great AI IT support tools must include IT and customer support chatbots. Rather than having FAQ-based or traditional chatbots, prioritize using AI chatbots. Artificial intelligence, GenAI, and many other deep learning AI technologies can augment automation, translate chatbots into a powerful self-service for routine queries, and reduce the workloads on support agents. Most AI customer support solutions have embedded chatbots but have a heavy price tag and call for a steep learning curve. It is always convenient to leverage cloud and AI-first chatbots for speedier onboarding and adoption. 

Agent workspace 

Service desks must provide AI IT support tools that improve agent productivity and efficiency. An agent workspace or shared inbox is the perfect example of a robust IT support feature that allows agents to get a single source of truth for all incoming tickets on the one integrated agent screen and unify data for improved IT support delivery. Agent workspaces or shared inboxes like Workativ bring a lot of AI tools for transforming IT support with AI-generated responses, AI recommendations, AI summaries, and quick knowledge sharing, enabling agents to manage and optimize user requests and resolve their problems efficiently. 

AI ticketing 

AI ticketing is a significant tool for seamless support for your internal employees and external customers. It helps reduce manual efforts and automatically escalates tickets to the right agent for real-time resolution. AI ticketing intelligently understands the intent and context of user inputs and instantly creates a ticket when a self-service knowledge base fails to address the issues. 

Knowledge management 

AI-driven help desk solutions must offer flexibility to create and update knowledge articles without doing it manually, as one needs with traditional ITSM software. Knowledge management is a critical feature of any AI IT support tool, which utilizes Generative AI to pull information from the service desk interactions and help update the existing knowledge articles, thus providing a frictionless way to manage knowledge articles and enable teams and employees to surface relevant and accurate information for real-time resolutions of problems. 

AI analytics and reporting 

While choosing the service desk ITSM software tool, check if you can leverage advanced analytics and reporting capabilities within your AI-powered IT support tool. Most players can have add-ons in their platform for reporting and analytics, which provide limited visibility in data, allowing limited opportunity to improve service desk performance. Ensure you can seamlessly gain access to built-in AI analytics and reporting. Aiming for one layered with Generative AI abilities for granular views into data insights is even better. 

Workflow automation 

The AI-powered service desk must allow workflow automation for quick onboarding and value realization. Some legacy players follow the traditional approach and require users to write codes to implement workflows. AI-first cloud solutions for service desks, such as chatbot integrations for MS Teams or Slack, offer no-code flexibility to implement workflow automation. Workativ provides marketplace integrations for app workflows and accelerates workflow automation processes for various operational tasks with minimal effort. 

These are some significant features of an AI service desk software platform. They are critical to driving operational efficiency, eliminating manual interventions, and improving analytics and reporting to improve service desk performance and CSAT and ESAT.

Service desk managers are familiar with the pain of traditional IT support. It is manual and lacks appropriate data visibility, forcing businesses to stick to the break/fix model and incurring high operational costs. AI-powered IT support tools, on the other hand, enhance process efficiency with AI and automation and facilitate faster delivery of IT and customer support, fostering profitability and significant revenue streams.

With AI IT support tools, you can remove manual interventions, streamline workflows, implement standard processes for everyone to complete tasks, and boost agent efficiency. From automating agent response to employee self-service, AI-powered IT support tools provide multiple AI advantages to keep you ahead of the competition and help you focus on strategic tasks. 

In the GenAI era, businesses can unlock the best potential of AI. AI IT support tools are not limited to only surfacing articles from knowledge bases and escalating the call to the agents, but there are more aspects of GenAI-powered IT tools, which offer hyper-automation capabilities for self-service and agent productivity. AI service desks quickly achieve high performance, faster service delivery, and cost-efficiency. 

Leveraging AI tools for predictive analytics 

GenAI-based AI tools for IT support drive your service desks to a proactive model in which IT leaders become twice as efficient in mitigating any issues before they occur and keep operations running. AI-powered tools monitor organization-wide systems and applications and fetch and analyze data to identify and prevent an issue before it happens. For example, Workativ’s AI-powered notification workflows can identify password expiry instances for a particular user and notify him to take appropriate action before he faces application downtime. 

Using AI agents to generate accurate answers for employee problems 

When layered with Generative AI capabilities, AI-powered tools gain knowledge-creation abilities, which are highly efficient in generating answers relevant to user queries—even if you lack additional resources to train your AI models. Self-service chatbots like Workativ provide an LLM-powered interface to create unique answers using hybrid knowledge of company data, including knowledge retrieved through self-learning from chat experiences. Using the inherent ability to summarize answers, GenAI IT tools can surface consolidated answers instead of an entire article, which is otherwise time-consuming and helps speed up problem-solving.  

Utilizing Generative AI for knowledge creation

Service desks always provide updated and relevant articles to help external and internal users find the correct answers rather than old, irrelevant answers. Automatically creating and updating knowledge articles is the best ability of GenAI-powered IT support tools, which continuously observe ticket history and provide relevant answers for employees. 

Alongside, GenAI summarizes tickets for agents to simplify understanding the context and help deliver personalized responses and resolutions. 

Adopting AI-powered tools for streamlining tickets 

Manual ticket triage is a headache, and service desks take time to mitigate problems. GenAI-powered IT support unlocks improved data analytics capabilities to automate ticket triage without manual intervention. For example, if a ticket contains desktop-related log reports, Generative AI can identify patterns about issues and their ideal mitigation actions. Thus, a specialized team that handles desktop-related problems only receives the tickets for speedier resolutions. 

AI-powered IT or customer support tools for help desk software can unleash exceptional advantages to help you realize significant ROI values. GenAI algorithms boost automation capabilities and, thus, drive operational efficiency, including productivity gains. Let’s find out what outstanding benefits of AI-powered IT support tools you can drive. 

More strategic service delivery for critical queries 

GenAI-powered service desks leverage powerful AI tools to reduce manual efforts for repetitive tasks and automate them to free up agents. This gives them enough time to address critical service requests and efficiently deliver exceptional customer experience. 

Personalized responses 

Seamless integration with business systems enhances the visibility of customer or employee interaction data. This is useful in creating personalized responses based on user requirements or previous history. For example, suppose a user reconnects to inquire about the refund status. In that case, GenAI tools instantly pull information from the CRM data, learn about the latest information, and convey the right message without raising the call. 

Agent productivity 

GenAI automates routine and mundane tasks for employees and customers. AI-powered support tools remove manual interventions for routine tasks like password resets, software installs, user provisions, etc. By allowing employees and customers to perform simple actions, AI helps improve service desk performance and enables agents to address more critical tickets using AI recommendations summaries, thus increasing their productivity. 

Reduced operational costs 

GenAI support tools drive improved ROI value, both quantitive and qualitative. By reducing manual efforts, AI tools can also reduce agent work hours, allowing them to participate in recreational problem-solving and enhance their portfolio. Not only agents but also employees improve their productivity, which translates into significant cost savings. Also, reducing the time of MTTR means lowering the cost per ticket. 

There are critical considerations as you look to adopt a robust and powerful AI-powered IT support tool. Many vendors provide AI offerings as an add-on, which can have limited integration and advanced automation abilities. Let’s check the most critical factors to consider in your tool. 

• Ease of use: Do proper research about the platform, and make sure it has an intuitive interface so users can learn and start quickly. 

• Data security and compliance: AI is susceptible to misinformation and privacy breaches. To facilitate the fair use of AI tools, check with vendors to ensure they have robust security features, such as end-to-end encryption, enhanced role-based access management, and others.   

• Fast time to value and low total cost of ownership: Prioritize adopting a no-code platform that allows you to implement workflows quickly from the marketplace and deploy business-specific workflows for quick value realization. The cloud-based platform is excellent for avoiding expensive maintenance costs. 

• Free trial: Check if your vendor offers a  free trial so that you can test and trial workflows and know the platform capabilities, and avoid an error.  

• Support and partnership: AI-first cloud platforms are perfect to get started. But ensure your vendor helps you with appropriate support during onboarding and post-go-live. 

AI IT support tools are critical to enhancing service desk performance and elevating user experience. As you’ve just learned, AI and GenAI offer multiple benefits, which is a growth factor for your IT support and business. If you aim to implement AI IT support for your service desks, here are some critical strategies to drive a successful AI initiative. 

• Engage your teams: Stakeholder buy-in is critical. Bring all your teams across departments together, assign roles, and track progress. 

• Address employee problems: Examine existing workflows, which need to be automated. Or ask your HR, IT, and other teams to learn which processes need automation for operational efficiency. 

• Optimize knowledge articles: Your AI-powered IT support tools must ingest accurate knowledge to answer employee or customer questions accurately. Ensure you have enough knowledge articles or existing data relevant to knowledge training.  

Test and trial before going live: Once your workflows are ready, test them to ensure they work with user inputs. If anything goes wrong, you can improve them. 

AI-powered IT support tools are a significant necessity for service desks. As you learned, GenAI tools for help desk software systems are game-changers that boost CSAT and ESAT while elevating agents’ productivity. When you succeed in driving employee and agent efficiency, your company can build trust, empathy, and brand advocacy for long-term success. 

This is where Workativ fits in and delivers exceptional service desk experiences by providing multiple AI-powered IT support tools such as conversational AI, workflow automation from marketplace app integration, Shared Live Inbox, and Knowledge AI. Using these GenAI-powered features, Workativ ensures you drive employee and agent experience and reduce repetitive ticket costs by reducing L1 support tickets. In addition to this, Workativ’s conversational AI chatbot is intuitive. It allows your employees to work with familiar interfaces like MS Teams and Slack through integration, cutting down training costs and helping speed up user adoption for fast value realization. 

From day one, you can act to reduce the number of tickets to the service desk. If you wish to savor the taste of the superpower of Generative AI in your IT support tools, Workativ is your go-to AI-powered IT support tool. Schedule a demo today.

What does AI automation in IT service management mean?

AI automation in IT service management helps automate repetitive tasks like employee onboarding, leave management, password resets, hardware troubleshooting, etc., to boost employee experience and help agents free time to focus on more pressing issues. 

How does AI improve IT support efficiency?

AI-powered IT support tools use artificial intelligence algorithms to improve intent and context understanding, helping the service desk elevate knowledge base utilization for accurate answer delivery. Alongside, AI unlocks immense knowledge generation capabilities, allowing agents to share quick answers to users’ questions, mitigate issues, and reduce MTTR.   

What are the best AI tools for IT support?

The best AI tools for IT support include Workativ, Zendesk, Zohodesk, Aisera, and Moveworks, to name a few. These AI-powered IT support tools are designed to help users resolve their problems autonomously and boost agent productivity. 

What is top-rated AI customer service software?

The top-rated customer service software tools for your help desk are Zendesk, HelpScout, Zohodesk, TOPdesk, and Intercom. GenAI-powered capabilities are the best attraction for these tools, which easily automate repetitive customer queries and agent responses through GenAI-based knowledge generation. 

How can you choose the right AI-powered IT support tools for your service desks?

Look for ease of use, integration, cost efficiency, data and security, and customer support. Workativ ensures you get dedicated support for flexible onboarding and even post-go-live events.