The growth of Artificial Intelligence has had an enormous spurt in the last few years. The use of AI in Helpdesk Automation is reducing the burden on professionals. Digital assistant integrates with IT Service Management(ITSM) and acts as a virtual support agent.

Increased Productivity

If the volume of support tickets is high, the support agents will be unable to handle it, and there will be a pile-up of queries waiting to be resolved. Repeated questions eat up the time of support agents. For instance, a query like a password reset requires a particular flow of steps. Therefore, intelligent self-service options form an integral part of IT Helpdesk Automation they help in faster resolution as well as effective utilization of resources. The intelligent self-service helps to ask questions and quickly get the required answers using the service desk.

Intelligent assistance in the form of a digital assistant helps employees turn to the digital assistant for support instead of the help desk. This gives employees a better experience and more time to do productive work instead of back and forth calls and emails to help desk.

Call deflection solution

There’s a new method to cut down calls to the helpdesk – employees would only need to have the means to resolve issues on their own without having to ask the helpdesk support team. It reduces helpdesk cost and helps resolve repetitive issues.

Some of the helpdesk tasks that can be automated include email to ticket conversions, ticket routing, and ticket categorization. Call deflection helps offload a part of the call volume to the helpdesk. A virtual agent resolves the issue without an employee having to wait — the solution is provided quickly.

A digital assistant enables conversational self-service. Employees prefer to receive instant support, and are not new to messaging. So conversing with a digital assistant in the form of texts provides a good experience and satisfactory support. Getting employees to engage with the digital assistant is an effective call deflection solution.

Reduced Cost

Powered by artificial intelligence, digital assistants have emerged as new-age tools that transform the way professionals work. Digital assistants are playing an important part in increasing productivity and also bringing down costs for businesses.

A lot can be saved on rising support ticket costs by using IT Ticketing automation. The ROI of IT Helpdesk Automation is high. It gets rid of repetitive work. IT agent doesn’t need to be involved. This can even bring down the capital cost. Self-service replaces employees in IT-support aided tickets. That’s a considerable cost saving indeed!

The cost per ticket can be greatly reduced by using AI combined with automation. This is possible thanks to a reduction in MTTR.

IT Helpdesk Automation Vs ITSM tools

ITSM tools focus only on automating tasks like ticket routing and ticket classification. They don’t integrate well with third-party applications. ITSM tools can’t resolve issues or service requests by itself. The portal is still static and requires resources to take action. AI in helpdesk automationbrings end-to-end service delivery and support.

Improves the quality of the service desk

When the self-service of traditional support channels fails, it decreases the quality of the service desk. More calls will require more service desk agents. It involves a higher bandwidth with different teams operating in different shifts to provide service 24×7. According to Gartner, IT service desks utilizing machine learning-enhanced technology and AI will help organizations stay on top and free up to 30% of support capacity for higher-value tasks.

Businesses are now slowly recognizing the value that conversational AI brings to the table and they are looking for digital assistants to transform the help desk. Through such small AI initiatives like incorporating digital assistant for support, the help desk becomes cost-efficient, effective and helps in bringing down help desk costs.

Reduction in operational costs and reduced MTTR help provide efficient IT support. Workativ Assistant is one such software that helps in IT Ticketing Automation. Various helpdesk automation ideas can make a difference to the helpdesk if implemented with the right software.

To see the difference with Workativ Assistant, sign up for a FREE now