How Automation and AI are Transforming Service Desks?

It’s no secret that AI has evolved into a ground-breaking technology in the IT industry.  Today, ‘Artificial Intelligence (AI) and ‘automation’ have substantially altered how businesses operate their manufacturing lines. In today’s ever-evolving workplace, both Fortune 100 companies and start-ups around the globe are revolutionizing their business practices with AI and automation technology. Organizations strive to improve productivity and efficiency while also innovating new consumer and employee experiences to increase competitiveness.  

AI-powered solutions that can gather real-time insights have aided organizations’ design and product innovation approaches. When used effectively, AI and automation can aid in the development of better, faster, and less expensive business processes. Automation tools can automate repetitive tasks, allowing IT professionals to focus on strategic rather than administrative tasks. IT automation software in service desks may handle both simple and complex IT jobs. 

Organizations that wish to stay competitive must predict service desk management difficulties. In this blog, we have outlined the critical concerns that haunt companies that rely on traditional helpdesk solutions.

Why Traditional Service Desk Doesn’t Work in 2023? 

  • An overwhelming number of requests
    With organizations’ increasing reliance on cloud-based systems and technology-enabled operations, the rise in service desk inquiries is unsurprising. While working remotely, your employees can’t go to the service desk agent and ask him to reset your employees’ laptop password or install software?’ They don’t have an HR helpdesk agent in the office where they can say, “I’d like to talk about my job role, or my stocks, or my benefits,” and get a quick response. Because of these shifting dynamics, millennials look for answers elsewhere, thus hurting the work experience.
  • Difficult to implement
    The first step toward a great employee experience is a simple implementation. If a product is challenging to implement, it will be more difficult to classify it as ‘simple to use.’ When setting it up is difficult, you can imagine how putting it to use will be. Some helpdesk software requires you to define an auto-forwarding rule that must be repeated for each team member, complicating the end-user experience.
  • It takes a long time to resolve
    Organizations struggle to balance speed and efficiency when responding to internal and external IT needs as request volumes increase. Long resolution times can harm the employee experience in the same manner that they can harm the customer experience owing to the protracted outage and a backlog of issues.
    Thus, by implementing cutting-edge technology like automated service desks with smart chatbots enterprise knowledge bases, employees should not have to “jump through a bunch of hoops and five different systems” to fix their issues.
  • Time-consuming, repetitive tasks and processes
    Aside from the growing number of service desk requests, one of the most difficult challenges is dealing with repetitive, time-consuming tasks such as resetting passwords, rebooting a service or machine, backing up or restoring files, managing antivirus programs, updating software, or configuring your printer. 
    A Mckinsey report says that employees have to spend more than 1.8 hours a day to find relevant data at the workplace. According to Smartsheet report, 28% of employees take their time to read, write and answer their work-related emails. This hinders their productivity.
  • It lacks a personal touch
    Additionally, traditional helpdesk tools are incapable of recognizing the nature of complaints and problems and therefore treating them uniformly. A simple and complex issue may be handled with the same response, “someone from our team will respond in the next 24 hours.” Nothing annoys an employee more than having their request waiting for processing.
    Thus, CIOs and managers must adopt a transformative and holistic attitude if they want your organization to flourish. 


AI, ML, and Automation Open Up New Horizons 

When new technology is introduced, confusion is inevitable. The keywords “automation” and “AI” are sometimes used interchangeably, yet the complexity levels of both systems differ significantly. Automation, as the name implies, is the process of automating specific manual processes in a repeated, error-free manner without the intervention of humans. Making gear or software that can accomplish things automatically — without human involvement — is what automation is all about.  

In today’s constantly shifting world, it is clear that traditional service desks are on their way out. That is why most businesses are deploying AI-enabled employee service desks. An AI-powered employee service desk provides employees with immediate assistance by delivering the best solutions at their fingertips in seconds. With a modern employee service desk, businesses can address basic, complicated, and multiple issues that employees confront seamlessly and effectively. 

Benefits of Implementing an AI-enabled Service Desk 

  • Resetting Passwords 
    Numerous statistics are available regarding the proportion of service desk tickets relating to password reset. As reported by ITSM tools, “around 20%-30% of service desk calls are over password reset.” Of course, it will vary depending on the firm, security regulations, and time of year, but it is a service desk resource hog that would benefit from automation.
  • Automating Tickets
    Routing incidents or manual handling of tickets can take a long time. A backlog ticket can take hours to reach the appropriate staff for action. This can reduce the organization’s productivity.
    By examining previous data, a smart ticket-handling mechanism powered by AI and Automation can assess ticket records. To resolve the present problems, the existing automated workflows can be leveraged as a foundation.
  • Automating Enterprise Knowledge Base
    Although it falls short of the potential of AI-powered knowledge management, the automated distribution of context-based knowledge is tremendously beneficial and time-saving for both end users and IT support employees.
  • Streamlining Routine Tasks
    Businesses must deal with everyday tasks and workflows, and manual processes will force your employees to spend a lot of time and effort on tasks and processes that can be automated.
    With an automated service desk, employees will be able to streamline and simplify time-consuming and difficult everyday activities and processes such as hiring, onboarding, applying for leave, etc. In addition to sophisticated and multistep workflow operations such as document access and identity verification, helpdesk automation allows you to automate these processes as well. 

To provide the finest employee support and experience in this age of artificial intelligence, enterprises must keep up with industry technologies and developments. With the help of AI and automation, the IT service desk can handle the ticket categorization process. This reduces the time it takes for tickets to be resolved by routing them to the appropriate department or authority. Service desk professionals may focus on priority tasks and issues that require innovative solutions and human problem-solving since they spend less time on monotonous and repetitive tasks. 

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