Traditional Support Channels vs Workativ Assistant AI self-service

Make the switch to a modern, AI self-service, that’s user friendly and efficient

One of the major objectives of implementing a self-service solution is to help employees self-resolve issues and requests without contacting the service desk. A properly implemented self-help portal also means that employees are aware of how to use the services that are available within the organization.

Adopting self-service

Self-service portal is one of the most popular and tactical way to provide cost effective support. And one of the key objectives of self-service portal is to deflect or reduce calls to service desk.

To get employees to adopt using the self-service, it is important to have a portal that works for employees in terms of simplicity, ease-of-use and intuitiveness.

A few hindrances in adopting the self-service are poor design, lack of personal touch, limited availability and more importantly, loss of productivity in going through myriad of content. Due to these reasons, organizations are unable to get employees to move away from calling or emailing for assistance despite providing self-help portals.

When self-service fails, it impacts service desk

1

When self-service fails, it impacts service desk. More calls could mean hiring more service desk agents. Scaling a service desk is expensive and the quality of the service desk is directly proportional to horizontal scale.

2

A higher bandwidth is required to improve the resolution time since more tickets would mean creating larger teams to resolve internal issues and manage customer support. To add to that, it would require teams in shifts to operate a 24/7 service desk.

When self-service fails, it impacts service desk

Automating tasks

According to Pink Elephant, a world leader in IT management, ITIL and ITSM, 70% to 80% of resources are spent on operational activities: executing service requests, closing incident tickets, and delivering changes.

Automation comes to the rescue as organizations can automate all these tasks, driving formidable change and reigning in the benefits of a more efficient helpdesk.

Workativ Assistant is not a replacement for an ITSM tool and certainly not the traditional service desk.

Workativ Assistant provides better and modern self-service led by AI and automation so, employees can self-resolve issues and requests, and companies can truly deflect calls away from the help desk.

Improve self-service with Workativ Assistant

Support teams can build virtual assistant with out of the box automation capabilities in just a few days, to automate resolution of common issues and requests. Automated resolution considerably reduces costs as employees will not be dependent on internal support agents to resolve issues. For every ticket automated with Workativ Assistant, you save costs in the range of 40-60% in a month depending on current help desk spend and ticket drivers.

It’s quicker

No browsing a knowledge base to get the answer resolved.

No human intervention

The assistant is designed with automation capabilities to resolve issues instantly, thereby deflecting calls away from help desk.

Reduced wait times

Employees won’t be checking status of their tickets as much as they used to because of the innovative self-service you provide. You’ll find that tickets reach a close faster.