AI-Powered Service Desks in IT Service Management (ITSM)

Employees expect enterprise IT to deliver consumer-like service experiences from IT Service Management (ITSM) solutions. They have come to expect experiences like Amazon’s Alexa or Apple’s Siri. They demand instant delivery of highly personalized Enterprise Services on the device and channel of their preference without ever talking to someone. Consumerization applies to any service that users need to stay productive, being technical support with laptops or phones, or with applications installed on them or accessible from public clouds, or with printers, fax machines, or any other network equipment, and more.

it service management

All of these Enterprise Services are provided by IT organizations, which today is called not only to design, deliver, and support them via traditional IT Service Management solutions but constantly optimize them to unleash employee productivity, reduce operational cost and increase user satisfaction.

In recent years, the value offered by IT Service Management solutions has shown varying levels of acceptance from employees despite the many attempts and over-investments in optimizing the value chain and alignment of business outcomes with IT operations. Even though more and more services offered to business units and end-users are through service catalogs, ITSM has repeatedly struggled to deliver on the mission. IT Service Desks today are inundated by queries, complaints, and calls for assistance.

IT Service Management Meets Hi-Tech Transformations

When it comes to IT Service Management, AI and automation are the primary catalysts for radical IT transformation. But how?

Advances in Natural Language Processing (NLP) and Understanding (NLU) are a key part of intelligent AI Virtual Assistants. These assistants are capable of proactively engaging with users in long and interactive conversations using natural human language. They can precisely understand and extract user intents from complex conversations and successfully self-resolve user inquiries in seconds. The end-to-end experience is fluid, smooth, and immersive. These seamless, personalized interactions are appealing because users can speak naturally when conversing with AI Virtual Assistants. Fears of being misunderstood or constrained by fixed vocabulary are extinguished as users recognize how easily AI Virtual Assistants can identify their intent. These positive experiences drive up user satisfaction levels, leaving them eager and excited for future interactions.

AI Virtual Assistants are available 24×7 and are easily accessible to users on the device and channel of their choice (voice, text, chat, email, and more). With AI assistance at their fingertips, users can be empowered, knowing that someone will always be there to help, no matter the time or place. AI Virtual Assistants also continuously learn from live interactions and previous conversations between users and service agents. By recognizing patterns and accumulating knowledge from past and current requests, the prediction accuracy of an AI Virtual Assistant improves, making future resolutions faster and more efficient. AI Virtual Assistants can then take user activity and turn their attention to ticketing systems to master new ways service agents have successfully closed service desk tickets.

With the embodiment of AI, IT organizations can finally deliver an employee-focused, timely, and effective service management experience while unleashing productivity. Both service agents and employees feel connected, engaged, and confident in their service experiences. What’s more, AI enables organizations to reduce operational costs while improving operational efficiency.

ITSM Automation Alleviates the Pain

Alongside AI comes automation, whose primary goal is the replacement (unattended automation) or augmentation (attended automation) of existing manual IT processes. These processes are costly, inefficient, and prone to error. Through a process called Robotic Process Automation (RPA), you can easily streamline how ITSM is delivered. This is done by triggering and executing end-to-end workflows touching one or more back-end systems within one or many domains without any human supervision. With RPA, the entire ticketing management lifecycle is fully automated, from creating a service desk ticket to the routing, optimal service agent assignment, and final fulfillment.

it service management automation

New Changes to the Workplace

Nowadays, the above AI and automation capabilities required to modernize IT Service Management are packaged and offered in a new industry term coined as AI Service Management. AI Service Management solutions are provided as SaaS and are turnkey-ready.

AI Service Management solutions logically overlay on top of IT Service Management Solution to immediately drive the long-waited ITSM transformation delivering the below business and operational benefits:

  • Improved Customer Satisfaction. By freeing service agent personnel from daily and time-consuming repetitive tasks, AI Service Management makes agents more available for attentive employee experience. AI Service Management reduces the likelihood of errors, increasing the accessibility to ITSM while removing frustrating wait times. 
  • Increased Employee Productivity. Compared to Service Agents, AI Service Management agents measure to be five times faster, which unleashes employee efficiency and satisfaction and boosts productivity even further. 
  • Greater Accuracy and Compliance. Service Agents can make mistakes. When you automate repetitive tasks and processes, you can ensure 100% accuracy, consistency, and compliance with IT operational policies.
  • More Time for High-Value Tasks. By offloading the mundane and repetitive tasks to AI Service Management, organizations can free up Service Desk agents and focus their skills and experience to handle the responsibilities that add the most value to the business.
  • High Return on Investment (ROI). All kinds of improvements can yield positive ROI, including technological advancements, streamlining IT operations, and upgrading the human workforce. Because AI Service Management is turn-key ready, the ROI shows up with lightning speed.

AI Service Management solutions hold a prominent position in today’s hyper-digital age. As AI continues to disrupt industries around the world, it is absolutely crucial for businesses to be on the disruptor side of the spectrum in order to provide superior experiences to their employees. Digital disruption will not stop or wait for anyone; businesses themselves have to be willful and proactive if they want to stay ahead of the game. With AI Service Management solutions, businesses can ensure that they are in the best positions to deliver top-notch experiences to their employees.

Aisera offers the most feature-comprehensive and technology-advanced AI Service Management solution in the market. Aisera’s AI Service Management platform blends Conversational AI, Conversational RPA, and Omni-channel Experiences into one cloud-native SaaS solution. Our turn-key software is ready to immediately transform your IT Service Management solution and deliver ROI.

Additional Resources

AI IT Service Desk Cognitive AI Search