Streamline ITSM with Intelligent Virtual Assistants

As your organization grows, it becomes critical to give your employees timely technical support. This is normally accomplished with an IT Helpdesk. However, your staff faces a few challenges…

1. Repetitive, time-consuming tasks
2. Long resolution times resulting in lost issues & problematic workarounds
3. Challenges keeping track of employee assets
4.  Requests arriving on multiple channels in a variety of forms
5. Lengthy training periods for new employees 

Did you know that 45% of your employees spend 3+ hours a week just searching for information within the workplace?

Intelligent Virtual Assistants can play a substantial role in addressing these challenges. Advances in AI have fueled improvements to our work environment, the way we communicate with others, and in the tasks we do. In the digital ecosystem, real-time user engagement is key to gain a competitive advantage and deliver a great experience. IT users are no longer willing to fill up a lengthy ticket form and wait for hours to get a response.

Artificial Intelligence has already made its mark in Customer Support and this is now extending to  IT support and IT Service Management (ITSM). 

Virtual Assistants (aka chatbots) are one of the leading applications of AI that have demonstrated significant promise.

Industry reports estimate $8Bn in annual savings from chatbots, with 80% of businesses considering implementing them.

Automation is a priority among IT leaders today. IT support chatbots improve overall ITSM efficiency and productivity by handling routine employee issues much faster. 

• Chatbots deflect trivial tickets sent to IT Support staff. 
• Chatbots interact with users through a conversational interface to address queries faster and are available 24/7. 
• Chatbots are programmed to learn from past encounters and they continuously evolve.

IT Support bots will dramatically increase productivity and user satisfaction while working in conjunction with your staff to create a cohesive support experience for the user.

Hyperautomation, the combination of robotic process automation (RPA) and artificial intelligence (AI), can further enhance the capabilities of IT support chatbots. By integrating hyperautomation into the existing ITSM processes, organizations can achieve even greater levels of efficiency and automation.

Related article: How to Use ChatGPT to Enhance Your Customer Experience

Let’s see some significant use cases of ITSM chatbot

 

1. Better self-service: Chatbots provide scalability and self-service. Chatbots increase the ability of employees to handle trivial issues on their own with minimal assistance. The chatbots, powered by hyperautomation, can automate complex workflows, retrieve information from various systems, and provide intelligent recommendations to users, thereby improving the quality of support and reducing response time.
2. Ticket assignment: Categorizing and assigning tickets can be laborious if done manually. Chatbots, enhanced with hyperautomation capabilities, simplify this by automatically classifying incoming requests and learning from past cases. They can leverage AI to analyze the content of the ticket, extract relevant information, and route it to the appropriate IT Support person, along with the conversation history, ensuring faster and more accurate ticket resolution.
3. Password reset: Your IT support team spends a large amount of time handling this repetitive task. A chatbot empowered with hyperautomation can resolve password reset queries with ease. By integrating with identity management systems, the chatbot can securely authenticate users and initiate the password reset process, reducing the burden on IT staff and enabling users to regain control of their accounts effortlessly.
4. Access provisioning: This is a common request in IT departments where an employee requests access or removal of access from a particular resource. Chatbots, leveraging hyperautomation, can facilitate this process by understanding the type of request, verifying user permissions, and automating the underlying workflow to service the request. This streamlines access provisioning and ensures adherence to security policies.

Companies have reported 65% fewer support tickets, a 40% reduction in average handling time, and a 35% decrease in response times with the use of an ITSM AI-bot empowered by hyperautomation

Benefits of IT helpdesk chatbot and hyperautomation:

“55% of all large enterprises will deploy chatbots in IT support to increase work efficiency by 2020” – Gartner

Summary

Deploying Intelligent IT support Virtual Assistants empowered by hyperautomation does not mean replacing human executives; it simply means reducing the effort taken by technicians while simultaneously increasing the effectiveness of operations to elevate the customer experience. Employees in an organization would appreciate it more if their tickets got resolved faster and effortlessly rather than waiting for days to get a simple issue resolved. A8Chat is an AI-powered, enterprise-grade Virtual Assistant that can learn, adapt, and evolve based on the growing needs of your employees and your IT Helpdesk. By incorporating hyperautomation, Autonom8 ensures that the Virtual Assistant is equipped to automate complex processes, provide intelligent recommendations, and deliver a seamless support experience. Schedule a demo with Autonom8 to learn more about how hyperautomation can revolutionize your IT support.