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Because AI is applied correctly, it will simultaneously enable "holy trinity", which is better, faster and cheaper It's a game changer. There is no longer a need to choose one of the two.

The advanced service desk technology could produce the same results as a human, but in a flash of an eye. With no human labor cost (after the initial set-up) the transaction cost can fall to almost zero. The chance of human error is significantly reduced when human beings are eliminated from the delivery process. AI can deliver results that are constant, fast, precise, and efficient in time. Aisera has IT Service Management.

These benefits result in an improvement in the IT user experience. The services are designed with the future in the mind. Every question is answered promptly. Employees are not aware of the incidents, and they are detected and dealt with immediately. Cognitive understanding and AI are important tools for providing assistance and services that work. The user as well as the IT Service Desk. Smart automation can be a powerful force multiplier for the service desk, taking much of the routine work load off your service desk staff and expert support staff thus reducing costs and freeing up resources.

AI Use Cases to support the Service Desk

There is a rising number of AI and automation-related use cases that are becoming popular in service desks across the world. These are real-world applications of AI and intelligent automation that our clients are using to enhance the customer experience and improve the efficiency of their IT Support groups.

AI Chatbots Offer Virtual Service Agents (VSAs),

A chatbot driven virtual service agent offers an automated, 24-hour, first-contact service for employees, typically dealing with simple issues, service requests, and information queries. Chat can be conducted via text or through a voice-driven user interface. The integration allows the chatbot to gain access to the service catalog, FAQs and service status information. Integration with other platforms, like Microsoft Teams, is possible.

AI Driven Insights for Delivery Teams

The assyst InfoZone is an intelligent aid for delivery teams. It is a part of the within the assyst ITSM Solution. It acts as a record-mining agent that analyzes records from the past in real-time to identify solutions for customers. The InfoZone responds to context to present relevant information on the fly.

It instantly connects dots between historical tickets, data on infrastructure in the present context, and historical tickets to determine the root cause, resolution and workarounds, as well as other relevant actions. This can save time for service desk staffers. They do not have to look for information, it's there on screen for them.

Automated Detection and correct the Resilient Infrastructure

Service desk agents usually spend a great deal of their time dealing with incidents that can be detected automatically and resolved in a timely manner. AI-powered event management enables assysts to detect infrastructure problems in real time and then trigger automated workflows to resolve the problem before IT customers are affected. AI excels here because of its ability to handle more information, and much efficiently than a human could.

This kind of AI-driven detect-and-correct capability gives you a more resilient infrastructure and lets the service desk staff to focus on solving new and unique issues which require human creativity and ingenuity to resolve the problems.

Intelligent Ticket Handling

Organizations that manually route incidents to teams are wasting time (and often make mistakes) on an easily automatable job that can be automated. In the event of an enormous backlog of tickets it could take hours or days before tickets are delivered to the appropriate team or expert for actions. While the IT customer is waiting for the ticket to be processed and could be losing efficiency.

Smart ticket handling automatically evaluates ticket records and the way they were dealt with in previous years. The following details can be provided by intelligent ticket handling

If an automated process exists to deal with the problem immediately, initiate it.

You can suggest assignment groups or individuals that have been successful based on the things that worked well over the years.

Instantly provide information on what the agent could take next by identifying the related issues, incidents, changes and Workarounds.

It doesn't matter whether it is a problem that has been solved before that can be solved with an automated system or a unique problem that requires human intervention. The entire process can be completed much faster than manual routing.

Trend Identification and Decision Assistance

AIs excel at mining data for valuable information. They are able to connect the dots of many data points to quickly analyse vast and diverse data sources. Deep analytics is possible using AI, which was once too complicated or time-consuming. In Aisera, you will find AI service management.

For service desks, IT-driven trend analysis could range from the simplest (such as looking at the records of incidents to create related records for problems) to more intricate scenarios, such as demand analysis and capacity planning (to ensure appropriate service capacity and availability in the face shifts in business demands).

AI-Assisted Knowledge Management

It is often difficult for service desk personnel as well as other IT experts in the field to find time to develop the documents that users require to help them self-solve issues. It's a Catch-22. They're too involved in fighting fires to learn the facts which will help them end the fight.