Reduce MTTR by improving workflows between employees and IT support agents with our AI-powered IT Helpdesk chatbot, Flash.

2. INTRODUCTION
70% of IT managers say AI is either critical or
very important for upgrading and modernizing
their service desk capabilities.
In today’s digital-first era, organizations have been experiencing the
pressure of accomplishing more with less, for example, ensuring higher
productivity & ROI with minimal expenditure. On top of it, today it is
incomprehensible for a business to stay relevant and grow without utilizing
innovation. In response, more and more enterprises are embracing
cutting-edge technologies like AI, NLP, ML and RPA to stay ahead of their
peers and create exceptional CX for their customers. One such promising
technology to transform your IT service management is none other than IT
helpdesk chatbots.
With no say, AI-powered virtual assistants can reform how the help desk is
run, changing low-value, manual workflow into a smoothed out, self-driving
activity with intelligent automation.

3. What are the challenges in
traditional ITSM?
30% to 50% of all Level 1 help desk support functions are repetitive in
nature. Not exclusively are these tasks tedious and dull, however they are
additionally very expensive from an organizational standpoint.
Paying talented IT resources to perform relentless basic work all day, rather
than every day, isn’t only a misuse of cash. It’s a misuse of ability.
Furthermore, when the work isn’t significant, the risk of downsizing or
employee churn additionally goes up.
In the interim, from an end-user point of view, raising help desk tickets and
waiting for responses obstruct efficiency. Along these lines, not exclusively
are IT specialists stalled by the high influx of redundant queries, however,
the entire workforce gets affected.

4. 4 / REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI
Repetitive tasks
Do your service desk requests contain a high volume of queries related to
onboarding, password resets, access provisioning, outage etc.? This is one of the
major roadblocks ITSM professionals experience in improving their performance
as they need to dedicate most of their time into completing repetitive tasks. The
lack of an integrated automation solution impacts the growth and productivity of
IT agents and other departments.
Delayed Responses
Delayed Responses and stretched wait times are prime reasons for user
dissatisfaction and poor work efficiency. Despite the fact that 70-80% of the
service requests represent the top 20% of the normal IT issues, the support team
struggles to resolve employee inquiries in a timely manner due to lack of right
applications and processes in place.

5. Lack of an integrated system
Longer wait times are mostly results of endless volume of calls that the
support agents need to respond to. However, without the right assistance
and an integrated solution, they invest more energy on filtering through
calls while jumping between various applications than resolving the issue
and discovering an answer. Furthermore, the whole framework appears to
be unhinged as it lacks a dedicated process.
Tracking User Assets
Most of the IT help desk requests usually deal with products, or assets, or
services. IT professionals manually or through disparate systems accumulate
information about the equipment and then instruct users how to fix it. This is
a major drawback as there is no option to track the information in real-time
through an integrated solution. As a result, IT professionals need to indulge
into manual searches every time a request is raised, for troubleshooting. Had
there been an approach to track the information, analyze, and guide
customers with an automation engine, the response time could have been
minimized drastically.

6. Cut down ticket volumes
Key Benefits of IT helpdesk chatbots in IT service management
With a conversational AI solution, most of the issues would be settled without the need of an IT service agent through self-service portals or
troubleshooting. This brings down the number of tickets requesting agent assistance, thereby improving the productivity of IT support
agents by letting them focus on high-value tasks.
Boost employee productivity
With AI-fueled interactions, ITSM experts presently have the simplicity to zero in on high-value tasks. For example, with AI virtual assistants
organizations can resolve level 1 ITSM requests with the self-help option. As you take out the L1 ticket volumes from the agent plate, they
get ample opportunity to dedicate their attention to addressing critical customer concerns.
Enhance the response time
AI-powered IT helpdesk chatbots have the potential to take your ticket resolution capability to the next level. It solves the fundamental
issues from the core which cuts down the ticket resolution time. It screens through the past interactions to find faster resolution whenever
any new request comes up.

7. Accelerate Your IT Service Delivery with Flash, Enterprise Bot’s
AI Virtual assistant

8. AI-powered ITSM virtual assistants analyze service requests and provide real-time reports to enhance the operational efficiency of the IT
help desk. From capturing historical data to performing pattern analysis, to identifying the real issue – it streamlines all for an organization.
Actionable Insights & Reporting

9. Conversational AI has the potential to resolve issues, regardless of
what it is. Implying that if the bot is unequipped for fixing the user
issue, the request is then sent for agent assist. IT helpdesk chatbots
ensure that all details are recorded, categorized, and afterward
steered to the right expert.
Something imperative to take note of is that ITSM chatbots don’t
altogether supplant human agents and are restricted to only
addressing Tier I issues. In circumstances when the bots are
unequipped for giving answers, the same is forwarded to support
specialists.
Here once more, IT helpdesk chatbots smooth out the interaction by
categorizing the ticket and relegating it to the right agent. Utilizing
the advanced AI analytics chatbots assist with ticket segmentation.
This ensures that the ticket is relegated to the right specialist, who is
trained enough to successfully resolve the issue.
Complex Query Resolution

10. Perhaps the most useful use case of IT helpdesk chatbots is incident
management. With time, the quantity of tickets is just expanding.
With limited support agents, processing these user requests becomes
tedious, which hurts employee experience. This is the place where AI
Chatbots come to play.
With ITSM virtual assistants, you can process any number of user
requests without agent assistance. AI-powered chatbots work as a
virtual human advisor directing users towards the resolution. From
sharing self-help documents to helping them through
troubleshooting, AI chatbots deliver a holistic personalized
experience to all users without losing the human touch.
Incident management

11. Keyword search and analysis is not a viable application for
responding to users with accuracy. With intelligent automation in
service desk operations, organizations can respond to user enquiries
with 90%+ accuracy. It doesn’t only rely on keywords but performs
detailed contextual and sentiment analysis to understand the
underlying user sentiment and shoot accurate responses.
With conversational AI, you can auto-respond to user emails with the
best solutions to their issues. You can even identify the loopholes in
your knowledge database. AI-driven knowledge management not
only streamlines interactions with end users, but it simplifies jobs of
IT support agents.
Knowledge management

12. 4 / REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI
Empower your IT service management
with IT Helpdesk chatbots
For a free demo visit
www.enterprisebot.ai