Service desk software houses tons of data about the health cycles of a company’s technology, but we often lose the ability to mine that data during the daily grind of team management. Artificial intelligence programs implemented with service desk software can reduce some of the repetitive manual tasks that burden service desk operators and increase process efficiency by solving problems.
Artificial Intelligence (AI) can mean a lot of different things, depending on the context, but in this case, AI uses neural network algorithms and big data stores to have computers “think” about a problem and come up with the best solution. These algorithms analyze today’s issues against similar problems and resolutions from the past to come up with the best response to the current situation. Those managing the AI teach the algorithm to come up with new and novel answers based on many factors stored within your data sets.
AI isn’t a panacea that runs your service desk for you, however. When Swedish bank SEB implemented an AI bot named Amelia within their customer service help desk, they didn’t solve all of their problems. Amelia could understand enough about problems to identify issues it had no answers for and send those more complicated issues to human responders.
The SEB artificial intelligence team said, “Amelia’s management interface reports on the number of cases solved, and proposes processes and dialogs for things that haven’t been solved but have been observed.” SEB used Amelia to solve lower-level customer issues and identify those problems that required specialized and technical knowledge provided by humans. It could then use the human answers to help solve similar issues in the future.
While you’ll still need human technicians to solve complex problems and intervene where the AI doesn’t know where to go, implementing artificial intelligence in your help desk software can make life a lot easier for your IT team, especially in these ways:
Intuitive Responses to Customer Queries at Tier 1
While your team spends their time resetting passwords and reminding folks to turn it off and turn it on again, an AI can respond to many of these repetitive tasks. Many AI bots already search within help documents for best possible solution, thereby reducing human interaction to only the most technical or edge case questions.
Inclusion in Email Responses
Deploy an AI within the customer ticketing interface, and the bot can recall similar customer situations from your archived tickets. These solutions provide helpful responses as service desk employees write emails to customers. This sort of implementation keeps the personalization and feeling of a human response, but adds the extra data archive knowledge of the AI.
Identify and React to Recurring Issues
One of the hardest things for humans running service desk software is knowing when a group of similar problems is a coincidence versus a bug. Software that relies on humans to categorize and update the issues and analyze the most helpful solutions may cost valuable time because the humans don’t identify the pattern quickly enough. AI helps your team understand both the causes and related solutions for problems and identify when edge cases become service desk realities.
Ticket Assignment and Issue Resolution
You’ve built a team of experts, but they can’t hold all knowledge in their heads. AI can access institutional knowledge and intelligently assign tickets to the team member with the most expertise in a particular area. This keeps resolution times down and speeds up recovery.
Asset management requires maintaining records and updating software, which amount to menial and repetitive tasks. Deploy an AI to monitor asset lifecycle, update software, and monitor BYOD networks for security risks. AI can alert your team when to close out an asset or intervene on a device, but otherwise the asset management can run silently in the background.
It’s exciting to think that artificial intelligence could make our lives easier, but remember that these networks need to learn from humans to function correctly. When your team spends less time on menial tasks and can devote themselves to the real problems that slow IT within the company, everyone benefits.
Tamara Scott is a technology analyst at TechnologyAdvice, a research company that connects buyers and sellers of business technology. She writes about help desk, marketing automation, CRM software, and many other technology verticals.