Automated resolution

AI capabilities combined with automation to offer an automated resolution of IT support issues

Today, automation is being used to boost productivity for businesses. Results show that it enables IT to manage workload tasks faster and at the same time improve productivity. Automation is paving the way for better processes and faster turnarounds for end users.


Before automation of helpdesks, rising costs and decline in productivity had become a major concern and required innovative solutions to cut costs. Productivity was far from being realized with a reactive helpdesk that added to no value to end-users and support teams alike.

Support through a reactive helpdesk

Unadvanced helpdesks and ticketing systems are reactive, and information is not available for self-consumption or resolutions by users. It involves employees to engage with the helpdesk team through email, phone, or email. With this time-consuming system, the clock ticks on and the resolution time along with it. The ticket streams are long, and there is a high dependency on the IT support team to resolve even simple issues.

Much time is spent on resolving simple issues, taking support costs higher while also lowering employee productivity. Automation came to the rescue to make support more efficient, and soon automating tickets was an advancement in IT support.

Automated resolution is the embodiment of true automation

Automated Resolution is the embodiment of true automation.

Automating tickets

With simple task automation in the ticketing system, ticket categorization and dispatching effort are minimized and, the number of process breakdowns can be reduced. But in general, the task level automation with ticketing is much confined to:

  • Automatic ticket prioritization
  • Automatic ticket categorization

But using advanced technology in ML and AI, an automatic ticket resolution can also be achieved. Workativ Assistant is a new-age virtual assistant that is designed to enhance support delivery through a true- automation system backed by AI. While most ITSM systems focus on simple task automation of tickets, Workativ Assistant drives end-to-end automation that truly helps reduce support costs and improve MTTR.

Free upto 30% of support capacity for higher-value tasks.

According to Gartner, IT service desks utilizing machine learning-enhanced technology and Artificial Intelligence will help organizations stay on top of things and free up to 30% of support capacity for higher-value tasks.

Automated resolution through AI self-service

Imagine how much easier it would be to have repetitive tasks like resetting a user’s password, onboarding users, requesting access to new applications, creating email lists, and many more completed through a quick chat with a virtual assistant!

The IT team would not have to get involved and resolve the issues because it is taken care of through Automated Resolution by Workativ Assistant.

Automated resolution takes control of a problem, instead of requiring steps to be performed manually. As a result, employees obtain swift and deft resolutions for their IT issues. Automated resolution is the embodiment of true automation.

More value through automated resolution

Workativ Assistant’s automated resolution capabilities not only help resolve IT issues; it can also take control and complete tasks more efficiently.

For instance, Workativ Assistant can take care of the Onboarding process completely for new employees, relieving HR, and IT teams of the tasks involved in the Onboarding process. Workativ Assistant automates the end-to-end Onboarding through the integration of corresponding business applications.

All the necessary tasks, such as adding new employee account, provisioning email, password, and giving access to applications, are completed in no time. Faster processing via the virtual assistant helps onboard new employees within a day, and the HR and IT teams save time on such recurring day-to-day tasks.

Workativ Assistant harnesses AI capabilities combined with automation to offer a complete help desk automation for organizations. The virtual assistant can be tailored to suit an organization’s needs, and employee user-experience improves when issues and requests are resolved instantly.

With AI and automation capabilities, Workativ Assistant brings real value in terms of being a future-proof, sustainable, low-cost, timely, and automated ticket resolution system for IT support.

See how Workativ Assistant brings better functionality to your helpdesk making support more efficient for your employees.

Future-proof, sustainable, low-cost, timely and automated ticket resolution system.

With AI and automation capabilities, Workativ Assistant brings true value in terms of being a future-proof, sustainable, low-cost, timely and automated ticket resolution system for IT support.

All the necessary tasks such as adding new employee account, provisioning email and password and giving access to applications can be completed in no time. This helps onboard new employees within a day, and helps the HR and IT teams save time on such recurring day-to-day tasks.

Workativ Assistant harnesses AI capabilities combined with automation to offer a complete help desk automation for organizations. With a virtual assistant that can be thoroughly tailored to suit an organization’s need, employees can feel more comfortable while engaging with and getting issues and requests resolved with the Workativ Assistant.