The AI-Powered Service Desk Will Transform Your Business in More Ways Than You Think

Conversational AI can resolve this problem with the aid of automating numerous IT workflows, enabling the service desk to satisfy and exceed personnel’ expectations, and bringing the beleaguered IT branch into the 21st century. In fact, we're already seeing the move toward this direction — consistent with Forrester, automation is about to cast off 20% of all service desk interactions in 2020.


Solving for the employee experience

Using synthetic intelligence to streamline techniques can increase place of work productivity via over 40%, in step with Accenture. While using artificial intelligence to convert a commercial enterprise cease-to-end may appear to be a hard goal, the simple steps undertaken to get there are honestly pretty smooth to implement. For instance, greater than 60% of service requests or queries raised can be resolved by means of the service desk before everything contact through an intelligent virtual agent. By automating L1 tickets consisting of user provisioning, password resets, occasion log tracking and so on, organizations can provide employees with on the spot get admission to to clear up their very own queries. This, in turn, consequences in stepped forward general response time, decreased worker downtime, and higher worker satisfaction.

Service Desk Role Solving for the carrier desk agent experience

The common provider desk spends over 68% of its price range on staffing costs and handiest approximately 10% on technology, in step with a MetricNet survey. A commonplace misconception associated with imposing conversational AI for provider desk is that it might lessen the need for help staff. The truth, however, is that it frees up agents’ time for more enriching, better cost tasks, and additionally reduces agent turnover – which turned into as high as 40% in 2018, consistent with HDI. Agents can once in a while discover themselves overwhelmed with the aid of a barrage of comparable tickets in conditions which includes a network outage, which often results in a unexpected spike inside the quantity of tickets raised. Such incidents can be equally irritating for both employees in addition to carrier desk agents. By allowing the digital agent to absorb the pressure of resolving these simple, repetitive issues, the organisation is capable of optimize their human agents’ time, in the long run contributing significantly to the organisation’s bottom-line.

Business transformation with conversational AI

Not handiest does the conversational AI agent increase organizational output, it also provides supplementary revenue from stepped forward worker productivity and worker/agent retention. Once viewed as a fee center, the service table is now turning into a aggressive advantage thanks to conversational AI. In a latest BCG report, 85% of the executives surveyed agreed that AI would permit their businesses to attain or preserve a competitive advantage. Automation and AI-powered choice making enable businesses to reinforce profitability by means of an average of 38% thanks to optimized workflows as well improved worker engagement. Automating primary tasks enables the IT branch to pivot strategically toward developing new and innovative answers for the business.

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