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The power of large language models that help process massive corpora of a repository allows Generative AI solutions to interpret NLP queries with speed, understand contexts, and generate coherent responses for users.
Perhaps this extensive ability shows massive promise for industry leaders to improve productivity significantly. Generative AI-driven operations also bring tangible business values in a various ways.
Whether by building new content or facilitating customer or employee support through end-to-end chatbot innovation, CIOs want to leverage Generative AI to enhance internal productivity and user experience that ultimately helps improve customer experience and business growth.
In this context, Generative AI can promise IT leaders that it will keep ticket-handling nuances out of service desks and redefine IT ticketing ecosystems.
The ability to generate coherent recommendations, surface information from all over the internet or internal systems, and learn from interactions and history makes Generative AI an effective tool for CIOs to tackle ticket backlogs, agent productivity issues, and user experience management.
Workativ’s Knowledge AI is a seamless LLM-powered technology for your IT ticketing systems. It lets you build your workflows and control tickets for ultimate problem resolution.
Our article shows how Workative Knowledge AI that harnesses the power of LLM or Generative AI plays a vital role in reshaping your IT ticketing software and gives you a lot more value for you and your team.
Gartner says that 20% to 50% of calls to service desks are for password resets. It isn’t a one-time query.
The request for password resets continues to look overwhelming as employees use too many apps and cannot remember them.
In addition to password reset problems, the service desk team grapples with repetitive requests such as account unlock, user provisions, etc.
With a traditional service desk model that relies mainly on phone calls and emails, users depend on helpdesk teams for a resolution.
However, teams involved with L1 and L2 support tickets find it challenging to take on a ticket for L0 support. As per the Zendesk Benchmark 2012 report, the helpdesk takes an average of 24.2 hours to provide an initial answer to a ticket.
This is one side of a helpdesk challenge.
Having to work without a self-service portal inside a helpdesk, employees need to connect by phone or email.
With everyone suffering from a poor helpdesk ticketing system, employees are disengaged, their productivity suffers, and agents are fatigued with workloads.
A legacy or outdated ticketing ecosystem can impact employee experience and service deliverables for customers.
Service desks with traditional ticketing systems face growing challenges. An embedded AI-powered chatbot inside an ITSM Platform also has its own set of problems.
The legacy infrastructure of a ticketing system overlooks the need for platform modernization. It means they lack AI advancements. Agents take extra time and effort in routing and updating tickets. Although it has an embedded chatbot, it has limited capacity to leverage AI algorithms and provide powerful automation capabilities for streamlined operations, analytics, and self-service adoption.
An embedded chatbot within a service desk platform uses the power of Generative AI and hyper-automation. Unfortunately, chatbots demonstrate complicated user interfaces and several modules that forcefully ask for too many unnecessary steps to raise a ticket or check the ticket status.
Helping internal users navigate overwhelming features and familiarize themselves with the platform may require a steep learning curve. This can be tricky for an organization, ultimately delaying adoption and sending users back to using emails and phones.
Legacy models built on emails and phones or a modern ticketing platform can be challenging for your internal users as they impact productivity improvements.
To boost productivity across end-to-end service desk processes, LLM-powered Knowledge AI that improves adoption is a scalable option for your service desk teams.
Knowledge AI lets you easily harness the power of large language models at a time when 84% of tech leaders want to leverage GenAI to support a new business process. The growing demand to leverage GenAI and optimize it to drive business success leads 58% of CIOs to invest in GenAI transformation.
A recent HFS survey pointed out that companies want more value beyond the 30%- 40% cost savings on customer service, IT, or HR operations they get through outsourcing models. Generative AI solutions can bring a paradigm shift to this objective.
Applying Generative AI on top of your ticketing system through the Knowledge AI bot allows you to easily transform and drive significant values.
Knowledge AI gives your service desk teams much flexibility and helps you align with your innovative business goals.
Workativ Knowledge AI takes little time to launch your IT ticketing bot and enables you to take control of your service desk processes internally, which drives efficiency and operational resilience.
Knowledge AI allows your bot access to massive data sets related to common IT scenarios across the internet or industry-specific cases that match your domain needs. This is good enough to drive service desk efficiency for ticket handling by resolving common to complex issues.
With Knowledge AI having exposure to proprietary data or business history across departments, it can process data inside the LLM, easily understand user intent for queries, and provide accurate answers.
If a user has a query like ‘How can I reset my Notion Password?’ or ‘How can I download Microsoft Suite to my Mac?’
Knowledge AI can easily fetch information from knowledge bases and provide guided instruction in a consolidated manner to take steps and resolve the issue autonomously.
Knowledge AI can comprehensively understand user needs by learning from past interactions or looking at user history.
This helps Knowledge AI play around with data, anticipate incidents, and provide the best recommendations to avoid productivity issues and delays.
Further, it applies RAG search to surface accurate information and help users reduce the impact of incidents.
Let’s say your marketing team uses a pack of tools for promotion and lead-generation activities. By anticipating that you are nearing password expiry or zero credit balance, Knowledge AI can alert you ahead of time and let you take appropriate action to avoid unexpected downtime.
Similarly, a user can receive alerts about completing documentation to avoid delays in onboarding.
As a result, users can easily deflect ticket creation yet work effortlessly.
Similar to how Knowledge AI personalizes support, it can self-learn and improve its intent detection capabilities, which helps prevent ticket creation for service desk teams.
For example, if your company has a new software upgrade to an internal employee check-in and out software, it will undoubtedly lead to a chaotic situation for users facing check-in issues.
Knowledge AI can anticipate service disruptions and provide synthesized answers that can help quickly prevent users from creating tickets while resolving check-in issues.
A very usual scenario across a service desk is to receive tickets and triage them for a rapid resolution.
It is too late until an agent frees himself from previous tickets and returns to address the ticket.
Knowledge AI can create its predictive model every time it receives a ticket. It applies large language models to understand requests and history, such as what actions were taken to resolve the issue, detect user intent, and then suggest the proper action to triage the ticket.
This helps the service desk proactively escalate the ticket to the right team without human intervention and offer help.
Knowledge AI allows easy integration with knowledge bases spread across your company's intranet, website, or proprietary data systems. Besides, Knowledge AI can ingest data from all over the Internet.
This helps you improve your knowledge search to suggest responses to resolve problems related to common and industry-specific issues.
For example, if your user needs information about payroll tax, Knowledge AI can apply search using RAG across your company domain knowledge bases and offer synthesized information based on particular roles and jurisdictions.
Similarly, if your user wants to handle a common glitch in Microsoft Outlook, Knowledge AI surfaces consolidated information from the internet that suits your specific case.
Knowledge AI can dramatically reduce the number of tickets raised to the service desk by allowing your users to solve problems autonomously.
Knowledge AI provides more sophisticated language understanding that helps it deliver natural responses that are coherent and contextually relevant for users to solve their queries.
The potential of large language models that Knowledge AI harnesses allows businesses to derive exponential benefits for their service desk ticketing system.
ServiceNow states that 44% of IT professionals must manually enter data and route tickets by utilizing 20% of their time.
Meanwhile, Pink Elephant also reports that 60% of IT incidents take 24 hours to resolve.
Knowledge AI can dramatically free up agents from doing manual tasks for ticket handling.
With a Knowledge AI bot built for your service desk platform, users can easily build autonomous capabilities to resolve common issues easily and avoid human intervention. As a result, agents can focus more on L1 and L2 or even higher tiers to address tickets.
In addition, Knowledge AI also helps them save time by allowing them to use AI suggestions to craft user responses and summarize user calls for stakeholders' reference.
Knowledge AI helps initially resolve tickets through a self-service bot, preventing tickets from escalating to the agents.
This dramatically reduces costs per ticket as agents are less likely to get involved and stretch their time.
While this saves a lot of money for service desks, agents can stay calm and energized to take on tickets that need extra effort to resolve.
The typical scenario with a legacy or traditional ticketing system is that it collects a massive backlog of unresolved tickets in its queue, even with the most repetitive issues.
However, the Knowledge AI bot helps improve self-service capabilities for users to retrieve information from its vast knowledge bases and improve search functions.
Users can conveniently surface information autonomously for most typical issues and solve them instantly without creating a ticket.
With more and more users resolving issues, service desks can reduce the ticket influx and prevent ticket backlogs.
Knowledge AI turns the service desk into a proactive service desk that receives fewer repetitive requests using advanced analytics and creates workflows meant to address issues in their early stages.
With workflows and comprehensive knowledge management, common repetitive issues such as password resets, user provisioning, onboarding, and offboarding can be automated.
As a result, agents are less likely to receive recurring issues. On the other hand, Knowledge AI improves self-service efficiency.
Knowledge AI efficiently extends the current state of automation of a self-service platform.
A self-service capability could only surface relevant articles for a particular issue, leaving users to navigate through lengthy articles, spend time to find relevant context, and resolve the issue.
However, integrating large language models inside a Knowledge AI bot helps surface contextual and relevant answers in a synthesized form so that users can understand the necessary steps to take and resolve an issue in real-time.
While this increases user adoption, the service desk sees tickets go down.
With Knowledge AI, IT teams can efficiently build app workflows to streamline repetitive tasks with end-to-end automation.
A self-service bot powered by Knowledge AI can provide workflows for users as they want to resolve typical IT support issues that include password resets, software provision, account unlock, etc.
When a user requests Knowledge AI to help unlock an account, a workflow takes necessary actions and resolves the issue in real-time.
The service desk can eliminate repetitive or mundane tasks and handle more requests in less time.
Repetitive and mundane tasks often become too overwhelming to handle, leading to human errors. This is evident across service desks, with too many repetitive cases bombarding the agents already burdened with previous tickets. Due to the tickets being raised with the typical daily issues, agents tend to make errors by handling the same ticket twice or providing the same suggestion irrelevant to solving a unique case.
Knowledge AI bot enables users to surface information for typical cases for service desks and use it to resolve issues in real-time. This proactiveness helps service desk agents save time and improves their productivity for high-quality service delivery.
Your current platform for ticket handling may be clunky and incorporate features with limited automation capacity.
Applying the properties and excellent potential of Generative AI to your ticketing system can turn your service desk into an LLM-powered service desk, expand the ticketing system's automation, and expedite employee experience with elevated service desk services.
With Workativ, your objective to transition to a Generative AI-powered ticketing system becomes fast and easy.
All you need is sign up with Workativ, upload your knowledge bases, create your workflows, and deploy your Knowledge AI bot within MS Teams, Slack, or a web widget.
If you want to learn about the Knowledge AI bot and its capabilities to automate your ticketing system schedule a demo today.
A ticketing system with limited capacity can only add to poor user experience. Conversely, an AI-powered ticketing system can offer automation but has little flexibility to offer wider user adoption due to overwhelming features and modules.
The easiest way to leverage the power of Generative AI and expand the automation capacity of your ticketing system is to get started with Workativ. Managing service desk operations is easy, intuitive, and cost-effective, yet you can optimize Generative AI or LLMs for expanded knowledge search, problem-solving, and user experience management.
To learn more about the Workativ Knowledge AI bot and reshape the IT ticketing system, get in touch with us today.