How Artificial Intelligence is shaping modern help desks?

May 17, 2022

The lack of artificial intelligence in the underlying help desk system had led to a collapse in helpdesk capabilities. But since the advent of AI into helpdesk systems, challenges such as help desk staff becoming overwhelmed by the number of issues presented to them; tickets getting assigned improperly; engineers and developers losing sight of what is important, and critical issues are acknowledged and resolved. 

How does AI make Helpdesks more efficient?

Artificial intelligence stimulates cognitive behavior, it aims to enable computers to do activities such as decision-making, problem-solving, sensing, and comprehending and translating human speech into any language.

Consider your customer service desk. Experts believe that AI in various forms will become a vital part of the help desk in the coming years. Traditionally a user had to submit a request through phone, email, or by opening a ticket. The technician notices it, collects any more information from the user, prioritizes it, routes it, and it is eventually resolved. The organization can run a report every now and then to see how well it is responding. That method has a lot of administrative processes, so it's not exactly efficient. To everyone's benefit, AI, machine learning, and automation are revolutionizing that process.

Impact of AI on modern helpdesks-

Almost three-quarters of customers (77%) feel they are more loyal to companies that provide excellent service and customer support. Also adding to this, with the ease of raising the complaints,  the customer support tickets climbed by 30% year over year in 2021, it's evident that outstanding customer service is an essential component of a successful business. With fewer customer touchpoints and personnel headcounts, AI has helped corporate executives swiftly understand that consumer experience is the new battleground for brands hoping to stay relevant in this new digital era.

Benefits of AI in modern help desk-

Customer-centric businesses have already begun using artificial intelligence in their customer service strategies. Ignoring AI's potential may allow your competitors to outperform you. With that in mind, we've outlined a few significant advantages of adopting AI in customer support that will undoubtedly transform all businesses - regardless of industry, location, or team size.

1) Filter and Automate help desk inquiries

Natural language processing is the potential application of AI in the support desk (NLP). Although an intelligent help desk system diagnoses issues primarily based on data streams entering the system, some difficulties are still caused by humans. Users may, for example, forget their password or be unsure how to perform a specific function. They don't always state their problems in the same way: "I can't remember my user id" is not the same as "I can't get onto the system."

NLP technology can filter or automate human help desk questions on both a textual and spoken level. NLP can enable shift-left techniques, where easy problems are handled by FAQs, computer-based training programs, or level-one IT support workers. Only more complicated or rare problems should be escalated to more experienced staff, and NLP can ensure that these employees only receive issues relevant to their skill sets.

2) Chatbots and virtual customer service representatives-

An automated 24x7 first-contact chatbot experience for users is one area where AI is progressing. That means that "someone" is always available at the help desk, even if it isn't a person. However, some chatbots can go beyond basic customer service. For example, Virtual Support Agents (VSAs) are a sort of virtual assistants that specialize in providing IT support and assistance in an IT service management environment. They extend chatbot capabilities by acting on behalf of the business consumer to reset passwords, deploy software, escalate support requests, and make modifications to restore IT systems. VSAs are pre-programmed with ITSM (Information Technology Service Management) processes and can carry out procedural escalations of incidents, unlike traditional chatbots and virtual assistants, which require substantial modification.

3) Improve the Agent Experience-

Repetitive, time-consuming, low-value jobs are eliminated by AI-enabled automation, allowing agents to focus on value generation. Agents may get fast access to internal queries and resources thanks to intelligent helpdesk software, which boosts productivity and cuts training time. Agents who perform better are happier, which leads to delighted clients and stakeholders. AI helpdesk solutions have emerged as a valuable tool for customer service professionals to combat burnout and employee turnover as firms try to support their people through the pandemic and create healthier workplaces. Agent experience is improved not only as a consequence of agent-assist use cases but also as a result of improved routing mechanisms, which result in better agent-customer interactions. Customers are less likely to be furious or frustrated if they are directed to the relevant department after their initial engagement, which leads to a better agent experience.

4) Scaling the Business

The importance of brand perception has never been greater. Customers' perceptions of brands are shaped by how they handle them during times of crisis. The pillars of excellent customer experiences are empathy and authenticity, which are more vital than ever in the contemporary setting. Agents are better positioned to spend their time and efforts on adding the human touch now that AI helpdesk solutions are taking over the huge labor in customer service.

Brands may add significance to their customers' choices and differentiate themselves by teaching agents the foundations of empathetic communication. Early adopters of AI customer service solutions will, without a doubt, benefit from lower attrition and a favorable brand image. Furthermore, when brands promote technology skills such as AI, machine learning, and natural language processing, they are more likely to be seen as innovators. Brands can identify much more with innovation in the eyes of their customers by embracing sophisticated technology rather than depending exclusively on advertising or marketing.

Conclusion-

External disturbances, such as a pandemic, or the strength of the competition may be beyond the control of a company. However, it has a lot of say in how it responds to these changes. External uncertainties can be softened by AI helpdesk software, allowing for exceptional CX (Customer experience) results. However, finding the proper partner for your CX transformation journey is critical to realizing the full potential of AI helpdesk software.
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