Customers demand faster and more individualized service than ever before, making teams struggle to keep up with the ever-growing number of requests from customers.

The ever-growing volume of requests is now impossible to handle using spreadsheets or manual processes. Service teams have an alternative: automation. Let's take a closer look at five methods to use AI Service Desk to transform your service desk's processes.

Make a Change to Your Service Desk Operations By Using IT Automation

Workflow Management

Automation in workflow management plays an important role in dealing with demands efficiently and in a consistent manner. You can eliminate the bottlenecks that are common to traditional workflows by assigning the correct tasks to the right individuals at the right time.

There are a number of ways to enhance an organizations' workflow processes through automation:

Intelligent technician tasks

SLA driven escalations

Based on the choices of the customer Based on customer selections, conditional actions

If you operate with an extensive service team, intelligent routing will assign problems to the most experienced technicians in a timely manner, which reduces the load on your first line teams. By orienting your escalations around your SLAs it is possible to ensure that the correct individuals are involved in every problem. With more options for input from customers your employees can access the necessary information to resolve the issue more quickly. Aisera is the most suitable choice if you are searching for it service desk.

Prioritization of Tickets

SLAs are developed to set the expectations of service between a provider and end-users. In order to improve customer satisfaction SLA timeframes for resolution and response are usually in accordance with the priority of tickets and allow your employees to accurately identify the time needed to respond to incoming requests. It is important to understand that there aren't all tickets created equally. Small issues can turn into a major problem reserved for VIP customers. Automated ticket prioritization eliminates doubt about what work to focus on and when, applying a rule-based method to setting the priority of work.

Notifications about Service

Making sure that the appropriate people are informed of issues in the correct moment and via the appropriate channel is essential for smooth operations management. If someone creates an issue with a service that is not working, then the owner of the service should be notified right away, not just after a person in the call center has spent a couple of hours determining who is the owner of the service and the best way to contact them. of the owner.

Automated notifications deliver the correct information to the correct person, at the appropriate time. It is possible to set up conditions for technician communication regarding specific issues and priority. Automating these communications throughout the service process reduces time spent by staff, makes it easier to communicate clearly and to provide updates constantly.

Service reporting

Automated artificial intelligence could help you put service metrics in the spotlight. Regardless if you utilize them in any way, you should have regular access to in-depth insights into your service desk performance, which includes:

Generate tickets by customer type or specific customer

Employees' closing rates and close time averages

Tickets for employees by shift, day, month or another date range

The frequency of issues and ticket classification

These metrics can be used to notify managers automatically of performance data, so they have an overview over the whole team. These templated reports can send periodically to ensure that no manual effort is needed to keep key individuals in the loop.

Knowledge Base

The knowledge base is an effective addition to many service desks because it gives users the power to address issues on their own. It isn't necessary to wait around for a technician to assist reset your password. You can do it on the internet. The printer's ink may have been delivered but you aren't sure how it opens. Are you willing to sit and wait for Ian to arrive? or watch a 2 minute video, make it yourself, and then get the report to your CEO's desk today?

Companies can provide their end-users with access to frequently-asked questions through portals that are branded by the company. These sophisticated tools let them to solve problems without the input of your staff. This allows your employees to focus on the tasks they're paid to do.

Your end users are not the only ones that need to know about the knowledge base. You might not want your users to attempt to replace the laser's toner on their own. This could be dangerous. Your technicians will not recall how to access the inside of the printer that you bought in the 80s from a company that shut down in the 1990s. Automated article suggestions based on keywords and categories are equally useful in finding that out-of-print user guide in front your techs than to find instructions on how to reset your password into the hands of your users.

Conclusion

These are just some of the areas that can be improved with effective service automation. Make sure you fully understand all of the benefits your staff will gain from automation by looking over your procedures and determining which areas can be improved and enhanced.