Effective call deflection with AI + Automation to reduce Helpdesk costs

Every time the Help Desk phone rings, it costs your organization, money. One of the best methods for businesses to save money is to automate time-consuming tasks, which, of course, takes the cake when it comes to delivering support. It is important to invest in quality support for your employees, especially as it helps them be more productive.

Let’s look at some of the cost metrics that workplace support incurs.

  • The average cost of Level 1 support tickets is $22
  • The cost of a single technical support call (L2) can go up to $45
  • To provide support, it costs on average, $69 On desktop support and $104
Unwanted or creep costs that could be avoided with a proper solution in place.
  • Delay in time spent on support adds to SLA cost since it is unwarranted.
  • Due to more demand, adding more agents, which leads to rising costs.
  • Simple and repetitive requests that could be automated.

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Automation and AI-driven Savings

Consider this — L1 helpdesk resolved tickets cost $20 each, whereas self-serviced tickets cost less than $2, each resulting in 9X cost savings!

For every automated ticket, there can be 40–60% savings in a month, depending on help desk spending and ticket drivers.

Data shows that self-service program users attain a 3% annual decrease in service costs, whereas non-users see a 0.7% increase. IT Helpdesk automation makes a significant difference in saving on the cost.

AI-driven automation helps solve issues faster and make better use of Help Desk resources. It improves employee satisfaction and productivity. The automation helps in bringing cost savings and better resource management to the business.

The ease of resolving issues without having to contact the support agent is essential and can be done by a digital assistant that can take away repetitive tasks from the help desk. The digital assistant integrates well with ITSM software. It frees up agents’ resources for other high-value tasks. It can also solve support tickets with ease at any time and lead to better support management. Better productivity is the need of any business, which is why Helpdesk automation is required, where possible.

Around 30–50% of L1 Helpdesk cases are simple repeated queries like Password Reset! Imagine a person having to do it repeatedly. It pulls down productivity.

One advantage of AI is it can even learn on its own, decreasing the need for dependency on support agents, giving them the time to focus on more complex work. The critical resources can focus on adding value rather than answering repetitive questions. Machine Learning helps increase the speed of helpdesk support over time by learning from repetitive and previously solved queries. AI is powerful enough to imitate people in an undetectable form that helps add a personal touch to the conversation. The goal is not toreplace helpdesk. But the one, to ensure AI augments the helpdesk.

Self-service reduces the time taken as well as saves on the cost while increasing the efficiency of support.

The benefit is an immediate solution to a problemwithout having to wait for a support agent. If a business operates 24/7, the impact is even more intense.

To reduce your IT helpdesk costs, you need software that doesn’t eat into your budget, and that’s the guarantee you have when you use Workativ Assistant. Book a demo today or request a Try Workativ today by signing up for a FREE now

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