Six Ways Automation And AI Are Changing The Way Service Desks Work



Since AI can be used correctly, it will simultaneously allow for "holy trinity", which is better than the other options, and is more affordable. AI is an important game changer. There is no longer a question of "pick one of them".

Intelligent service desk technology can produce the same results as humans, but within the flash of an eye. With no human labour cost (after the initial setup) the transaction cost can be reduced to nearly zero. The risk of human error is reduced significantly when humans are eliminated from the delivery process. AI can produce outcomes that are consistently fast and accurate. It is also efficient and more efficient over time.

Service Desk: AI Use Cases

The increasing use of AI and automation use cases are becoming mainstream across IT Service Desk everywhere around the globe. These are practical applications of AI and intelligent automation that our customers are using to enhance the user experience and improve the overall efficiency of their IT Support teams.

AI Chatbots Delivering Virtual Service Agents (VSAs)

Chatbot-driven virtual service agent offers an automated, 24-hour, first-contact service for employees, typically dealing with simple problems or service requests as well as information requests. You can either use text-based chat, or an interface that is voice-driven. With the integration of the chatbot, the chatbot is able to tap into the FAQs, service catalogs, service status information, the knowledge base and any other information that is in the assyst CMDB. It also enables integration with other platforms like Microsoft Teams.

AI Driven Insights for Delivery Teams

The assyst InfoZone, an intelligent assistant for delivery team members that is part of the assyst ITSM Solution, is the assyst InfoZone. It is a record-mining agent that is able to perform real-time analyses of historic records to uncover solutions and give assyst users the information they need, when they require it. The InfoZone is context-aware, which means it reacts to the information users are inputting to pro-actively send relevant information in real-time.




Automated Detect and Repair Resilient Infrastructure

The aism agents typically spend their time addressing incidents that can be detected automatically and resolved in a timely manner. AI-powered event management allows assyst to spot infrastructure issues in real-time and then start automated resolution workflows that correct the issue before services are impacted and IT customers are disrupted. AI excels in this particular area because it can handle more data than a human could handle, and it is much more fast than humans could.

Intelligent Ticket Handling

The organizations that manually route their incidents to teams waste time (and often make mistakes) in an easy-to-automatize task that is easily automated. It can take hours, even days to get an issue routed to the right team or expert in the subject. The customer's IT may be waiting, which could result in a loss of productivity.

The ability to identify trends and provide decision help

AIs excel at mining data for useful insights. They are able to connect the dots between a variety of different data sources to rapidly analyze rich and varied data sets. Deep analytics can be achieved by using AI. It was previously too difficult or laborious.

AI-Assisted Knowledge Management

Service desk agents and other IT experts in the field often find it difficult to find the time to develop knowledge artifacts that users can use to help them solve their own issues. It's a trap; they're too busy fighting fires to take a break and collect the information that can help end the firefighting.