Because AI is applied correctly, it will simultaneously allow the "holy trinity" which is more efficient, faster and cheaper, it is a game-changer. It's no longer a case of "pick one of them".

The smart service desk technology can achieve similar results to humans, but in the blink of an eye. Without the expense of human labor (after the initial set-up), transaction costs can fall to almost zero. Human error risk is greatly reduced when people are eliminated from the process of delivery. AI can produce outcomes that are consistent quick, precise, and efficient in time. You can find AI for ITSM on Aisera.

The benefits are a Step-Up on the IT customer experience. With foresight, IT services are offered. Every question is answered promptly. Employees aren't aware of issues, which means they are able to be identified and dealt with immediately. Cognitive Understanding and AI are crucial tools that can provide support and services that work. The customer as well as the IT Service Desk. Smart automation is a force multiplier for the service desk, taking much of the mundane workload off your service desk agents and expert support staff thus decreasing costs and freeing resources.

AI Use Cases to support the Service Desk

There are a growing number of AI and automation-related use cases which are getting more mainstream in service desks around the world. These are the practical uses of AI and intelligent automation that our customers are using to transform the customer experience and improve the efficiency of their IT Support groups.

AI Chatbots Delivering Virtual Service Agents (VSAs)

A chatbot driven virtual service agent can provide an automated, 24-hour, first-contact service to employees. Typically, they handle basic issues such as service requests, information requests. You can either use text-based chat, or the voice-driven interface. With the integration, the chatbot can access the service catalog, FAQs, service status information, the knowledge base and other information that is in the assyst CMDB. Integration with other platforms, like Microsoft Teams, is possible.

AI-Driven Insights to Improve Delivery Teams

The assyst InfoZone is an intelligent aid for delivery teams. It is a part of the within the assyst ITSM Solution. It functions as a record-mining agent, which performs real-time analyses of historic records to uncover solutions and give assyst users the information they need, when they require it. The InfoZone is contextually aware, it responds to data that users are inputting to pro-actively send relevant information at the speed of light.

It connects the dots between the historical tickets, data on infrastructure in the present context, and historical tickets to pinpoint the causes, resolutions and workarounds, as well as other relevant actions. Service desk employees can save time because they don't have to search for the details. The information is all there for them.

Automated Detect and Repair Resilient Infrastructure

Service desk staff are often busy with incidents that can be automated in detecting and resolving issues. AI-powered event management enables assysts to detect infrastructure problems in real time and then trigger automated workflows to address the problem before IT customers are affected. AI excels in this area due to its ability to handle more data, much more efficiently than a human could.

This AI-driven detect and correct ability lets you build stronger infrastructure. It can also allow service desk staff to focus on solving specific issues that require creativity and ingenuity.

Intelligent Ticket Handling

Manually routing problems to teams is a waste of time and can lead to mistakes. It can take hours, or even days, to get a ticket delivered to the correct team or expert in the subject. In the meantime, the customer is still waiting and may be losing productivity.

Smart ticket handling evaluates the ticket record and the manner in which they were dealt with in previous years. The following details can be provided by intelligent ticket handling

If there is an automated workflow that can resolve the incident, trigger it.

Make suggestions for assignment groups or people that have been successful based on the things that worked successfully over the years.

Instantly provide information on what the agent could take next by identifying the related Incidents, Problems, Changes and solutions.

Whether it is a familiar issue with an automated fix or a brand new kind of issue that requires human intervention the entire process is faster with no human bottleneck of manual routing.

Trend Recognition and Decision Support

AIs excel at mining data for useful information. They can connect the dots of many different data sources to rapidly analyze diverse and rich data sets. AI can bring deep analytics - the stuff which was previously too complex or time-consuming -- into the realm of possibility. There is IT helpdesk chatbot in Aisera.

For the service desk, Artificial intelligence-driven trend analysis can span from the very simple (such as analyzing incident records to automatically create related problem records), to more complex scenarios like demand analysis as well as capacity planning (to ensure appropriate service capacity and availability in the event of shifting patterns of business demand).

AI-Assisted Knowledge Management

Service desk agents and other IT subject matter experts often find it difficult to find time to develop knowledge artifacts that users can use to resolve their own issues. This is a trap. They are too busy fighting fires to gather the information that will end them fighting.