In the last Blog, we discussed in detail on what the various difficulties that Enterprises are facing today. What is the solution to this problem? Many AI Assistants are reducing the load on IT teams and boosting overall productivity of organizations.
BEAK DEX transforms IT support by allowing employees to handle issues directly through a Teams interface, removing the need for a technician. It delivers immediate solutions and can create tickets as necessary. Additionally, it ensures a seamless implementation with no training required. Users simply ask for help and receive clear, step-by-step guidance, making everything straightforward and efficient. The IT help desk is the central nervous system of an organization of all sizes, helping various parts of the business function smoothly. AI-powered assistant transforms the traditional IT desk into a proactive, efficient, and responsive support system. Beak AI, powered by Generative AI and machine learning, offers employees self-service capabilities through the Microsoft Teams interface. As it can seamlessly integrate with existing infrastructure, it empowers users to handle their IT issues by providing step-by-step guidance, catering to the needs of employees. Leveraging simple and natural language prompts and commands, Beak AI can make natural user interactions and allow the IT desk to solve critical problems effortlessly.
Let’s explore how AI assistant reshapes the ITSM,
1. Automating routine tasks such as password resets, software installations, and basic troubleshooting frees up human agents to focus on more complex issues.
2. Personalized support and instant responses: AI assistants utilize natural language processing (NLP) to quickly understand user inquiries and provide immediate answers or solutions, effectively reducing wait times.
3. Proactive Issue Resolution: AI has the capability to predict common IT issues before they escalate by analyzing historical data and patterns, thereby significantly reducing the risk of downtime.
4. Enhanced Knowledge Management: AI assistants must maintain an up-to-date knowledge base that is easily accessible to support staff and end-users, guaranteeing consistent and accurate information.
5. Efficient Ticket Management: AI can help categorize and prioritize incoming requests automatically, ensuring that critical issues are addressed while streamlining the overall ticket management process.
6. Data Analytics and Reporting: AI systems can analyze support data to generate insights on common issues, response times, and team performance, helping organizations make data-driven decisions about resource allocation and process improvements.
AI assistants serve as first responders who empower employees to troubleshoot technical issues independently in real time rather than raise a ticket and wait for a resolution. With its centralized knowledge base, AI assistant provides instant support for employees with repetitive queries through Microsoft Teams; employees don't need to navigate between multiple applications. From password resetting to provisioning software, Beak AI can revolutionize ITSM, enhancing efficiency, productivity, and observability of the IT desk while reducing the risk of downtime. This not only reduces downtime but also empowers employees to resolve technical issues independently, fostering a culture of tech-savvy autonomy within the organization. Let's look at the different ways AI can transform IT request management and fulfilment.
Password Reset
Gartner's survey indicates that 40% of IT helpdesk calls are related to password resets, costing $5.2 million annually for firms, and employees lose 11 hours each year resetting passwords. Password resets are among the most frequent service requests that IT desks handle daily, often leading to frustration for both employees and support teams. By leveraging AI in the IT helpdesk, IT teams can automate password reset workflow without human intervention, allowing employees to focus on what really matters—driving productivity and innovation. When an employee is locked out, the AI assistant swiftly verifies their identity, ensuring security and compliance. Once confirmed, it takes care of the entire reset process seamlessly.
Auto Approvals
When an employee requests additional software or tools, the AI assistant will initiate the auto-approval workflow by analyzing the employee's role, BU, work site, and other parameters and will automatically send the approval request to the manager. Upon his approval, the AI assistant was trained to automatically check the systems assigned to that designer by analyzing minimum system requirements to install the requested software.
AI can provide relevant troubleshooting tips and solutions to employees by asking relevant questions and suggestions based on historical incidents. AI assistants open up new horizons for effective troubleshooting, ensuring efficiency, accuracy, and predictive maintenance. By harnessing the power of NLP, an AI assistant can comprehend the user-submitted description of the issues by gathering insights from the knowledge base and providing relevant troubleshooting tips or solutions while waiting for an IT helpdesk agent to connect.
Use-Case: Imagine a scenario where an employee faces a printer connectivity problem and seeks support from the IT helpdesk. The employee submits a brief description of the issue through the company's service portal. While waiting for a support agent to respond, the system offers AI-powered troubleshooting suggestions.
In many cases, these AI-driven tips guide the user through resolving the issue on their own. By the time the agent joined the conversation, the user had already fixed the printer connectivity problem with the instructions provided. The agent then confirms the resolution and offers further assistance if necessary.
Recent research from SurveyMonkey shows that 90% of people still prefer to receive support from a person rather than from a chatbot.
As it may sound threatening for the physical service desk team, intelligent AI assistants are a boon for the IT desk. Do you remember the days when the IT service desk team had to manually categorize, prioritize, and assign tickets? Our intelligent AI assistant will take care of L1 tickets and repetitive IT chores, enabling IT teams to concentrate more on addressing critical IT challenges and planning changes that drive business growth and innovation. However, AI assistants are only effective based on the quality of code and data used for training. They act as only an assistant; they cannot replace humans.
Conclusion