10 Surprising
Benefits of AI-Powered
Service Desk

Whether you have a small or large business, you know you have one clear objective for your service desks—maximize ROI.

In a broader term, successful ROI breakdown can translate into multiple components, which may need effective fixes to boost service desk operations or support functions and ultimately facilitate benefits.

Unlike traditional service desk platforms, AI service desks are a great tool for automating end-to-end ITSM automation and provide multiple benefits.

With AI, especially Generative AI, becoming mainstream for every IT leader’s bottom-line spending, the ultimate goal is to optimize service desk resources and gain significant benefits.

Our article will help you explore what benefits you can reap with AI service desk capabilities to grow and thrive.

What is AI Service Desk?

Built to act as a single point of contact that makes communication and collaboration easy to automate essential digital services with Artificial Intelligence or Generative AI is known as an AI service desk.

Hyper-automation is the foundational power of AI service desks, which aim to help users resolve internal or external issues, fulfill service requests, and finally boost uptime.

Generally, AI service desks incorporate automated workflows to streamline mundane and repetitive tasks, reduce manual efforts, accelerate service delivery, and enhance service desk efficiency and productivity.

Conversational AI chatbots for ITSM or GenAI integrations with existing ITSM platforms are perfect examples of AI tools to complement AI service desks. These tools help with self-service, ticket escalation, and agent handover to rapidly reduce mean time to resolution and improve user experiences.

 ai Service desk

A cloud-based SaaS provider such as Workativ uses Knowledge GPT or Knowledge AI to apply LLM or Generative AI properties to extend your service desk capabilities and transform support.

Auto-resolve 60% of Your Service Desk Queries.

Here Are 10 Surprising Benefits of an AI-Powered Service Desk:

The global service desk market size is expected to reach 11.57 billion US dollars by 2031.

It indicates the growing demand for service desks. With the convergence of AI and Generative AI, IT leaders seek to leverage maximum benefits and optimize their investments.

Let’s check 10 surprising benefits of AI service desks for your company as you look to expand employee support and drive efficiency and productivity.

1. Personalized employee experiences

Challenges: Traditional service desks rarely complement employee requirements. The lack of continuous self-learning from service desk interactions results in rudimentary responses and unresolved issues.

 ai Service desk

However, an AI service desk, especially one powered by Generative AI properties, can scale easily under changing circumstances. With the ability to learn from past interactions or leverage unsupervised learning capabilities, an AI service desk can build a deep understanding of NLP queries and parse user intent and context. This reduces AI's continuous learning needs and enables it to give custom responses and buildpersonalized employee experiences.

 ai Service desk

2. Cost-effective support and operations

 ai Service desk

Challenges: IT outage costs lead to lost revenues or reputational damage for companies. According to the Ponemon Institute, each minute of downtime costs businesses $9,000, totaling over $5000,000 per hour if not resolved quickly.

 ai Service desk

But, GenAI or AI service desks incorporate LLMs or large language models, meaning service desks can pull information from massive corpora of datasets to surface context-aware and intent-based answers. This helps service desks—

  • Deliver answers to almost any questions
  • Reduce email and call volumes with instant auto-resolutions
  • Boost MTTR with information-rich knowledge articles or knowledge bases enhanced with hybrid NLU or RAG systems
  • Handle large volumes of tickets with fast, automated, and personalized responses

As a result, the AI service desk reduces service management costs and enhances cost savings.

3. Proactive service desks

Challenges: With the higher volumes of tickets, it is normal to make errors. Humans are prone to mistakes, mainly while doing boring and repetitive activities. Besides, legacy service desks are less likely to provide enhanced analytics and help capture data, exposing the reactive side of the service desks.

However, AI-enabled service desks can use massive datasets to analyze the performance of the service desks and build strategies to help build a proactive service desk.

For instance, you can collect and analyze every interaction using AI chatbots. The saved information allows you to improve workflows based on the expected scenarios and improve service desk experiences. More so, employees are less likely to experience similar problems repeatedly, improving efficiency and productivity.

As a result, programming and upgrading chatbots produce more productive and cost-effective results in less time than training their human equivalents.

In addition, AI-powered chatbots or GenAI service desks can capture data-driven actionable insights to apply predictive intelligence to unlock proactive capabilities. They can predict potential challenges or requirements and act accordingly. Employees feel more connected when they receive personalized assistance.

4. ChatGPT-like experiences

Challenges: Legacy service desks have chatbots that rarely answer every question. Simultaneously, employees want answers with more human elements, though 40% of users want to solve problems alone.

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AI or GenAI service desks exhibit extensive capabilities of human characteristics and deliver human-like natural responses. As a result, service desk chatbots can understand back-and-forth phrases in continuous conversations, add empathy as humans do, and provide faster answers with context, intent, and disambiguation.

In addition, companies can promote self-service by giving employees immediate access to handle their problems by automating L1 tickets like user provisioning, password resets, event log monitoring, and so on. This leads to quicker total reaction times and lowered MTTR, less downtime for employees, and increased employee satisfaction.

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5. Agent-centric service desk

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Challenges: Log reports may appear vague. Agents take time to triage and mitigate downtime.

The ability to organize incoming requests is one of the clearest benefits of AI. It takes a while to categorize tickets into segments based on issues and departments manually. This is especially important for organizations dealing with huge amounts of requests. AI makes it easier for agents to manage support issues and reduces the likelihood that certain client requests will go unresolved because of its machine-learning capabilities.

It identifies and classifies employee issues based on conversation history and other variables. With sophisticated algorithms or predictive models, it can potentially direct users to the right department or person through phone or message by outlining all the details of what happened before.

Employees are provided with clarity on when they can expect a response.

This guarantees that your support representatives constantly fulfill agreed-upon service objectives and maintain excellent service standards.

Because AI systems provide a lot of structure and automation, agents can work on cases that correspond to their level of knowledge and always know which requests must be answered first based on ticket priority. This translates to increased agent efficiency/productivity, reduced errors, and quicker response times.

Agents can effectively coordinate with complex situations, resulting in faster ticket resolution.

6. Enhanced self-service capability

Challenge: Chatbots that cannot immediately provide a solution propose articles, to-do lists, and a few internet resources. However, they neglect domain-specific knowledge and hinder self-service capabilities.

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AI or GenAI service desks can feature chatbots that pull information from massive datasets or third-party or company-wide knowledge sources through the RAG approach. This capability enhances enterprise-wide search and pulls up custom responses for employees to help them solve problems.

With ongoing updates to knowledge resources, your company can enable robust knowledge management and increase the scalability of self-service. As a result, employees can get context-aware search recommendations, gain faster response times, and improve user experience.

This is extremely beneficial since it encourages self-resolution, speeding up the entire process.

7. Multiple channels of support

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Challenge: Historically, service desks feature chatbots, which require continuous log-in and log-out. The process is not user-friendly, so employees leverage emails or phone calls to resolve service desk issues.

AI service desks can integrate with third-party channels usingWorkativ conversational AI, which allows you to integrate chatbots easily with multiple platforms like Slack, MS Teams, or your company portals. An omnichannel approach lets your employees interact seamlessly without switching from one channel to another.

AI-powered chatbots make this approach possible because they remember all employees no matter what platform they use to communicate. So, using AI to handle employee service desk tasks helps keep the support system stable without interruptions. Omnichannel chatbots can respond to questions across multiple channels and can improve the employee experience and make it more human-like.

8. Automated service desk responses

Challenge: Resetting an employee's password in a normal service process takes at least 24 hours. A legacy service desk can leverage automation to some extent, hence triggering self-service friction.

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LLM-powered GenAI service desks can act as your AI copilot, automating many tedious, time-consuming, and repetitive tasks. You can set up specific triggers inside your system to automatically start or stop certain tasks without human intervention. AI can be used to do things, including

  • Reset passwords automatically
  • Speed up the onboarding/offboarding process
  • Automate repetitive tasks

This means employees don't have to stop working while their problems are fixed.

Using AI can simplify your help desk processes, more accurate, and more efficient.

9. Enhanced user experiences

Challenge: A typical service desk routine would take at least two days to initiate a request, obtain relevant approvals, and grant access.

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When artificial intelligence and machine learning are used together, helpdesk workers can resolve tickets at the speed of light. App workflows triggered by artificial intelligence handle most requests and provide relevant replies.

With an AI chatbot, the entire process is accelerated 10x. In addition, you can use Natural Language Processing (NLP) to give your help desk operations a human touch (NLP).

10. Integration with ITSM and HR Solutions

Challenge: legacy service desks can have limited flexibility to enable end-to-end integration for ITSM automation.

The use of AI-powered service desks has transformed the way IT and HR professionals interact and handle activities. It helps professionals to focus on more essential matters by automating mundane processes. It is also configurable, making it an ideal tool for any company. Chatbots have a sophisticated app workflow automation engine with pre-built bots and pre-built app workflows.

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They can completely automate requests such as new employee onboarding, distribution list creation and management, account unlocks, password resets, ticket creation, and more. Thus, the time spent resolving problems and requests is reduced from hours to a few seconds.

Thanks to a automated process solution, employees, HR, and IT Help Desk support staff can be more productive.

How Workativ Assistant Helps You Transform Your Service Desk

Employee support bot

Workativ offers a built-in app workflow builder and live agent handover functionality. If the chatbot is unable to handle the requests, it applies the business rules and automatically escalate the requests to live agents. 0 or the user requires agent assistance, they are automatically directed to them.

Companies deploy chatbots so that employees can self-resolve 40-50 percent of their issues without having to contact their support team.

Examples of use cases include:

  • Password recovery
  • Account unlocking
  • Adding people to distribution lists
  • Remotely locking devices 
  • Application installation on the device
  • erasing the device's data  
  • Requesting leave 
  • Including a dependent 
  • Answering frequent HR, payroll, and leave questions 

No Code - Free IT Helpdesk Chatbot

 IT Support bot

Using an AI-powered service desk has never been easier. With platforms like Workativ, you can build an AI- and NLP-powered chatbot in minutes, even if you don't know to program. The platform's robust visual dashboard simplifies the analysis and optimization of your chatbot. Want to know the best part? It is entirely free to get started.

Here are some of the benefits:

  • 24×7 availability  
  • Quicker resolution time
  • Well integrated with other apps
  • Productive and satisfied employees  
  • Cost savings

With Workativ  assistant’s conversational AI-powered automation, you can transform your organizations. Let’s transform your business with AI-powered solutions. Try our FREE AI-Powered Service Desk for free.

FAQs

1. Why is the AI service desk cost-effective?

AI service desks use Generative AI or large language models to utilize massive corpora of knowledge or datasets to boost knowledge search. This reduces the Mean Time to Respond and Resolve. Faster responses translate into cost efficiency for companies, as they can efficiently reduce wait time and agent engagement and drive growth.

2. What is an AI service desk?

The use of Artificial Intelligence and more sophisticated AI subsets, such as Generative AI and its various components, such as NLU, NLG, and NLP, can transform the existing capabilities of service desks to transition as AI service desks to help automate ITSM responses for ultimate resolutions of problems.

3. Does the AI service desk need continuous training to help scale with growing inquiries?

Unlike legacy service desks, AI service desks rely on unsupervised learning or continuous reinforcement learning, which enables the platform to self-learn and adapt to changing circumstances. As a result, the AI service desk can scale easily with the growing volume of employee queries and provide enough support to resolve issues.

4. How fast can you build GenAI or AI-powered service desks?

Using a no-code SaaS chatbot builder platform such as Workativ gives you the fastest way to build your ITSM chatbot by applying the properties of Generative AI or large language models and translating your legacy service desks into AI-powered service desks.

Unlike in-house models, which can take over a year or more, Workativ can help you launch your GenAI chatbot for service desks in just a few weeks. To learn more, schedule a demo today.

Auto-resolve 60% of Your Employee Queries With Generative AI Chatbot & Automation.

Deepa Majumder

Content Writer

Deepa Majumder is a writer who nails the art of crafting bespoke thought leadership articles to help business leaders tap into rich insights in their journey of organization-wide digital transformation. Over the years, she has dedicatedly engaged herself in the process of continuous learning and development across business continuity management and organizational resilience.

Her pieces intricately highlight the best ways to transform employee and customer experience. When not writing, she spends time on leisure activities.

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