A few years ago, the chatbot phenomenon swept the consumer world. Today, people are becoming more and more at ease using conversational AI and virtual assistants to do everything from set their doctor appointments to planning travel. Yet, despite this consumer-driven craze, one area that seems to have been left largely in the dark is the IT help desk. Surprisingly (and frustratingly) enough, for many organizations, even something as basic as requesting more storage and resetting your password still requires opening and waiting for a ticket to be serviced.
The truth is, what once began as an innovative service to help employees has somehow evolved into more of a costly distraction. Budget-conscious executives have come to view the IT service desk, not as a core component of the business, but as an expensive necessity. As such, the help desk has long been the target of cost-cutting reductions. Yet, despite these efforts, one recent report indicates that the expenses surrounding service desks are actually on the rise. Today, a typical help desk is massively overloaded and majorly underfunded.
Enter the virtual assistant. Unlike the many other “solutions” CIOs tried in the past, chatbot technology has the potential to dramatically disrupt and ultimately transform the modern service desk in a way that is both positive and sustainable. This will happen in three distinct ways, as follows.
Automating the humdrum.
According to Gartner, password resets account for 40% of all service desk requests. In this way, help desk support agents can feel like mere robots, repeatedly responding to the same requests over and over (and over) again. Why not transition these mundane, repetitive tasks to actual robots? AI-driven virtual assistants can handle everything from simple tasks to complex workflows. This frees up human agents to focus on higher-level initiatives.
The best part? Chatbots are available 24 hours a day, 7 days a week, 365 days a year. They work weekends and holidays and they don’t require overtime. This means not only can you offer round-the-clock support, but scaling to higher volumes will not require an increase in headcount. The tremendous value this promises has led many large, global enterprises to begin deploying virtual assistants.
Removing the human from intuitive tasks.
Under normal circumstances, a typical service order can take more than a full business day to resolve. This process generally includes several interactions between support analysts and often requires escalation to subject matter experts. Next generation chatbot technology is now capable of using historical interactions – such as voice transcripts, prior transactions and other preexisting data – to learn, engage, suggest and recommend resolutions. Even complex troubleshooting can be handled almost, if not entirely by virtual assistants.
Revamping the user experience.
The IT industry has spent a fortune in an attempt to improve employee self-service. Yesterday’s setup was centered on the creation and maintenance of an institutional knowledge base where users could log in and search for answers to their questions in lieu of opening a help desk ticket. The results of these queries were often mixed. Today, thanks to advances in artificial intelligence technology, a user can type, text or even speak their question and a virtual assistant can engage in a meaningful exchange to resolve the issue.
Despite getting off to a markedly slow start, large enterprises around the globe are beginning to recognize the value that conversational AI brings to the table. As such, we are seeing a rapidly growing number of organizations “hiring” virtual assistants to help transform their service desks into the highly effective, cost-efficient and innovative business benefits they’ve always dreamed of being.
Get started with virtual assistant technology and see how it can revolutionize your help desk by downloading your free 30 day trial of Ayehu today.