If your service desk is clunky, self-service experience is at stake. You can deprive your people of appropriate productivity gains, real-time problem resolution, and organizational resilience.

Unfortunately, many service desks continue to use typical chatbots, which only deliver back-end scripts with specific answers and no conversational AI experience.

However, the advances in AI/ML and the newest emergence of Generative AI can change the current scenario across service desks and make it easy to transform employee support or experience.

IT service desk chatbots combine the right essence of AI/ML and GenAI properties to automate monotonous IT support workflows, driving employee productivity, efficiency, and experience at a large scale.

If you want your people to find answers quickly with meaningful and contextual content, IT service desk chatbots can help largely. With an elevated self-service experience, your people have a dramatic increase in peace of mind as they tend to work independently.

Let’s learn more about service desk chatbots to transform the service desk and employee experience.

Let’s make one thing clear— legacy service desk systems have so many downsides,

• It is not centralized.

• Its processes are inefficient.

• Frequent requests come by phone, email, or in person.

• Service desks take more time to fix problems.

• Delayed resolutions hamper productivity and lead to frustrated employees.

This is an over-the-surface view of an inefficient service desk. Under the fold, it results in ongoing challenges.

Longer resolution time

Manually sorting IT requests slows productivity. Without a defined ticket intake process and request tracking technologies, the IT service desk can't record data that can assist in detecting common issues and speed up future resolution times.

Repetitive issues

Legacy service desks lack a comprehensive data analytics feature. Without relevant data, teams struggle to establish effective strategies to study root cause analysis. As a result, they continue to handle repetitive issues.

Monotonous tasks

Repetitive issues like password resets and account unlocks, among others, are monotonous. They consume about 20% to 50% of help desk time. This also leads to service desk agents having enough time to handle critical issues on time and provide help.

Scalability issues

Legacy service desks have scalability issues. They barely provide the tools and capabilities to handle service desk issues in evolving scenarios. As you grow, the ticket volume also grows. However, limited automation and the existing resources are insufficient to facilitate support. Modern service desks can solve most problems your staff face with traditional ones.

Modern service desks mean automation and a combination of AI/ML technologies. Most service desk platforms integrate embedded chatbots to automate IT support issues by delivering self-service capabilities, knowledge management, and ticket escalation for critical scenarios, among many other real-world business functions.

However, the embedded IT helpdesk or service desk is expensive because it needs technical support to configure and seeks prior training and guidance to work efficiently.

An IT service desk chatbot integration can remove these challenges with modern desk service desks and give a flexible way to solve problems. desk Chatbot.

What is an IT Service desk Chatbot?

An IT service desk chatbot is part of a service desk platform to automate communications for self-service and escalation of service requests to agents for real-time problem resolution.

Other than embedded service desk chatbots, an IT service desk chatbot can refer to third-party chatbot integrations with communication platforms, such as MS Teams, Slack, or other internal platforms, to help automate service desk functions and enhance efficiency.

This platform allows your employees to apply self-service, find answers, get help, create tickets, track status, connect with agents, and many more—all without leaving the internal communication channels.

Why should you integrate the IT service desk chatbot?

Several internal company collaboration channels and applications exist, including Slack, Microsoft Teams, Asana, and Trello.

Online portals are accessible 24/7 and allow workers to self-serve, yet there is a poor adoption rate. An IT helpdesk bot helps by providing a single access point and channel where workers can make requests into the appropriate message channel.

The bot responds, gathering any additional details it may need to act on the request. By understanding the goal, the bot can either resolve the issue and pass it to a live agent or collect information so the agent can use it later.

Want more details about the benefits of an IT Service Desk Chatbot? Read on.

IT service desk chatbots can help your people with multiple tasks, which ultimately benefits you.

Expedite resolution

IT helpdesk chatbots, when integrated within your MS Teams or Slack, can quickly handle problems, improving employee satisfaction. An issue that could typically take days to resolve can be resolved within minutes using chatbots. It also increases agent productivity by allowing them to address more queries in a single day without delays.

They can also work on more sophisticated tasks besides answering FAQs and repetitive questions. In addition to offering a route for more effective issue management, service desks provide self-service through a knowledge base, accelerating resolution.

Enhance employee experience

With their Machine Learning (ML) and Natural Language Processing (NLP) capabilities, chatbots enable organizations to redefine employee relationships by automating time-consuming and repetitive tasks. Chatbots are changing how employees communicate and get information to help them be more productive and satisfied. Employee interactions are more accessible, quicker, and customized, delivering a great experience.

They provide more natural, frictionless interactions, with the possibility of human handover when necessary, accelerating the resolution time. This is important for redirecting basic queries away from overburdened IT employees and increasing employee self-service levels. The magic of AI chatbots is that they can do much more than simply answer queries. They can recognize employee intent and assist them accordingly while automating redundant activities.

24 Hour Helpdesk Service

Chatbots ensure they are accessible to employees around the clock, seven days a week. Businesses must assign multiple human agents to various shifts to accomplish this. Furthermore, chatbots are always on call and do not take breaks or vacations.

IT helpdesk chatbots can handle all the employee's basic questions and route difficult ones to the appropriate department. A chatbot can handle Many functions automatically, such as a password reset, answering FAQs, application maintenance, and so on. Chatbots improve the total response time of a user's requests.

Cost reduction

One of the many benefits of a chatbot service is that it drastically reduces the cost of human capital.

This makes chatbots particularly attractive to businesses seeking expansion. A robust chatbot system can manage increasing requests when your business expands, and your workforce grows. Hiring a new agent is expensive and time-consuming, but well-trained chatbots make it less urgent to swiftly scale up your support staff, easing a major challenge for a growing organization.

This allows you to operate with smaller service teams, immediately cutting operational expenses. Most level 1 and 2 requests are automatically addressed by chatbots, leaving agents exclusively with sophisticated questions.

Improved Self-Service

IT agents must address many issues simultaneously. Service desk chatbots free agents of hard work while allowing employees to handle their issues autonomously.

• Employees can receive immediate responses without waiting for human agents.

• IT helpdesk chatbots can address several tickets without delay and keep employees from waiting in line to get their questions answered.

• Chatbots recommend resolutions and encourage employees to assist themselves. This is an excellent strategy to help employees become self-reliant.

• Chatbots make it easier for employees to complete routine tasks and provide them access to information anytime.

• Chatbots can be easily integrated with platforms like Microsoft Teams, Slack, knowledge bases, andother portals. They seamlessly provide answers to everything from technical help to general inquiries.

Employee Satisfaction

Service desk chatbots apply Generative AI to extend the automation of FAQ-based capabilities. With an extended understanding of intent and context, chatbots can provide employees with custom responses and real-time resolutions.

Besides, you can turn service desk chatbots into ratings and surveys. They also communicate with staff more regularly and proactively, asking for feedback on their work, policies, and skill development and alerting them about meetings, events, and other important dates.

Chatbots are often used to answer level 1 and 2 inquiries, while sophisticated issues are delegated to human agents, thus improving their productivity. It saves most of the service team time and gives them confidence since they can learn about their problems before meeting them.

Ticket triage

Manually segmenting tickets based on concerns and departments takes a long time. IT helpdesk chatbots can easily accomplish these tasks thanks to AI and machine learning capabilities. IT helpdesk chatbots with AI capabilities may use conversation history and other factors to detect the employee's purpose and categorize them accordingly.

They can redirect the user to the appropriate department or person by phone or message, revealing what occurred before. IT helpdesk chatbots automatically resolve around 30-40% of tickets. Using an AI ticketing system, your support team saves up to 3-5 minutes for each issue—a 50% reduction in ticket rerouting.

Improve IT support efficiency

Chatbots are a win-win situation for employees and the support team when resolving difficulties. Chatbots can provide operators with a specific employee's conversation history and contact information. Thus, chatbots not only assist employees but also help support staff to do their tasks efficiently and swiftly.

IT helpdesk chatbots can also deliver notifications and other reminders to the internal support team to assist them in completing their tasks. Several repetitive tasks, such as service requests and change approvals, require immediate attention. This will not take long, but due to the high volume of inquiries, agents cannot fulfill them immediately. Service desk chatbots can remedy this soon.

Knowledge management

Improving the quality of service desk operations is critical. The company should also provide employees with the right information to address issues autonomously.

IT service desk chatbots can evaluate and study relevant information or articles accessible in the database or on the internet and send links to such articles to employees whenever they ask or when chatbots detect a knowledge gap based on tickets raised or searching for such material.

Every firm that utilizes technology in some way will require and utilize an IT service desk. However, their precise needs may vary depending on the purpose of their technology. Here are a few primary use cases:

1. Create tickets

A service desk chatbot for communications channels easily allows your employees to create tickets directly within the chat window. It removes the need to log into service desk platforms and follow various steps to create tickets for a challenging scenario. As a result, your employees can manage too many processes efficiently and resolve a problem.

2. Auto-resolution of issues

Service desk chatbots for MS Teams or Slack are a great tool for self-service capabilities. It helps your people auto-resolve 70-80% of repetitive issues like password reset, account authorizations, etc.

Automated resolution takes control of an issue rather than needing human intervention. As a consequence, workers get rapid and precise responses.

Suggested read: How a Virtual Agent Chatbot helps Human Agents in IT Support?

3. Availability of updated knowledge

The knowledge base is the primary point of contact for IT users with recurring questions and problems.IT service desk chatbots powered by GPT or Knowledge AI can evaluate and study relevant information or articles accessible in the database or on the internet and send links to such articles to employees whenever they ask.

4. Automate processes

There are a lot of tasks that need to be done over and over again quickly, like service requests and change approvals. Completing complex processes, such as onboarding, can be time-consuming, inconvenient, and prone to errors.

Given the number of problems and inefficiencies in the onboarding process, it makes sense to lean toward tools and technologies powered by AI, ML, and NLP (Natural Language Programming). Introducing HR chatbots to the onboarding process so that it can be personalized and streamlined simultaneously.

5. Employee feedback and surveys

Do you find it challenging to understand your staff's demands, particularly after the pandemic? How can you understand your workers' demands when hybrid and remote work create physical and mental boundaries between organizations and employees?

Of course, you can provide quick employee feedback. You can detect work-related concerns to retain and reduce turnover before it occurs. This is possible only with chatbots. They are designed to collect feedback after every encounter, allowing anonymous, truthful responses.

Ticket resolution can only be improved if an evaluation happens. Chatbots can compile the data for review and send it to specific team members. Likewise, it can provide a template for staff when sending their questions.

Workativ is a no-code interface solution that enables the creation of complex, intelligent, and responsive chatbots that integrate with Microsoft Teams.

Without needing a specialized development environment, we offer customization based on your unique requirements to promote employee engagement, productivity, and ROI.

Make your IT Helpdesk more proactive to increase the efficiency of your IT employees. Workativ Assistanthas a user-friendly interface, a revolutionary new SLA approach, and customized workflows to automate time-consuming tasks. It works with various communication platforms, including Slack, Teams, and Skype, as well as your current portal.

Workativ Assistant enables IT teams to serve workers more quickly than ever before. We've progressed beyond traditional workplace help systems with our solution, including Helpdesk-specific features like:

Simple, easy-to-use interface (EUS)

A user interface that is simple and easy to use to develop sophisticated IT processes that include different aspects such as forms, approval, verification, ticket production, and so on. It is engineered for IT teams to focus on employee/user satisfaction while eliminating design challenges.

Automation catalogue

An extensive repository of pre-defined automation workflows that allow low-coders to manage and execute basic IT processes effortlessly. Designed for IT teams to begin their workplace automation immediately rather than designing workflows/processes from the ground up.

Conversational forms

Gather useful information from the end-user more engagingly and interactively. To provide seamless workplace assistance, create interactive forms encouraging users to contribute the necessary information.

A Flexible Digital Experience

Workativ Assistant can be integrated with popular digital channels to provide users with immediate workplace support from any location. Users can instantly use their chosen app, such as Slack or Skype, to report workplace concerns, follow up, and fix them without needing external assistance.

Transform your IT support

Convert your present IT support to a digital model with RPA-induced Virtual Assistants in days.Proactively and intelligently addressing workplace concerns can enhance users' workplace support experience. Instead of just focusing on tickets, concentrate more on resolving issues.

App workflow builder

Customize processes using an easy-to-use workflow generator, integrate with all critical business applications, and automate your process and issues right from the chatbot. Save time by regularly analyzing and modifying processes to improve the support experience.

Chatbot builder

Create logic-driven conversations for users to employ to raise and address workplace concerns in a more conversational style. With our sophisticated intent detection tool, you can convert any complicated interactions into human-like dialogues.

Service desk chatbots are a way to go for your growing service desk challenges. They simplify problem resolutions with enhanced self-service capabilities and elevating agent efficiency using AI, ML, and Generative AI. With the power of cognition, simplicity, and automation, you can seamlessly bring to your workplace a powerful service desk chatbot, which can complement as AI copilot for your employees to boost overall productivity and profitability.

Want to leverage service desk chatbots powered by Generative AI? Schedule a demo today.