Reimagining the Ideal Service Desk: Cloud-Based Help Desks and AI

Reimagining the Ideal Service Desk - Cloud Based Help Desks and AI

With the growing speed of information and innovation, users today expect immediate high-quality answers to their questions, and help desks need to modernize to keep up with this pace. With an on-premise help desk, enterprises must worry about storing user data, maintaining software, and following security protocols while answering user tickets and keeping costs low. A cloud-based help desk can eliminate those concerns while providing reduced costs and streamlined service that is easier on both users and agents.

What are Cloud-Based Help Desks?

A cloud-based help desk refers to online help desk software which is hosted externally by a service provider. Since it is on the cloud, any agent from around the world can access it at any time. Some examples of well-known cloud help desk service providers include ServiceNow, Salesforce, and Zendesk.

Benefits of Cloud-Based Help Desks vs. On-Premise Help Desks

  • A cloud-based help desk removes the substantial cost of maintaining user data with on-premise hardware and managing the help desk software from the business to the cloud vendor. Since it is managed and maintained by the service provider, the business is not responsible for storing or retrieving customer data, auditing security, or updating the software.
  • Cloud-based help desks provide more flexibility for your agents, and given the rise of remote work, accessibility and mobility are crucial features missing from legacy on-premise solutions.
  • Implementation for cloud-based help desk solutions is much faster than traditional methods, going live on the scale of several days as opposed to several weeks. For many services, it’s as easy as connecting your company’s communication channels.
  • Cloud-based help desks offer the convenience of a well-connected experience to customers, which is left wanting by on-premise solutions. Additionally, online help desks also include multi-channel integrations like email, web, social media, and voice.
  • Cloud-based help desk ticketing systems integrate with knowledge bases to help customers help themselves. Uploading tutorials and FAQs online gives customers access to answers without the need for agent assistance.

Taking It A Step Further

So far, we’ve seen how a cloud-based help desk software provides a distinct advantage versus its on-premise counterpart. However, when it comes to scalability, the cloud-based help desk could use a little bit of help of its own.

The traditional process of submitting a ticket and waiting for an answer starts to struggle when thousands of users are submitting tickets each day (with an untold number of them being repeated questions). This leaves support teams with a large ticket backlog and users with no timely answers. A company can always add more agents but this drives up costs and may not necessarily be the most effective solution. Despite the larger workforce, agents will still end up answering repeated questions, leading to an unfulfilling experience, lower agent productivity, and higher burnout rates. With all of these places for improvement, what if there was an even smarter way to manage this flow?

Enter Artificial Intelligence - The Future of Service Desks

Through an amalgamation of Natural Language Processing, Understanding, and Generation (NLP, NLU, and NLG respectively), enterprises are leveraging Artificial Intelligence (AI) for their cloud-based help desks to deliver exceptional end-to-end service to their users. AI works together with support agents to alleviate the more banal daily tasks and enhance the customer service experience. This is done through smarter Virtual Assistants, automated workflows, smarter ticket systems, and reinforcement learning.

Smarter Virtual Assistants

Traditional Chatbots use predefined, “canned” responses when interacting with customers, but are limited to whatever flows have been programmed into them. Relying on a Chatbot becomes less viable when the request is more complex or deviates from what was programmed. If the Chatbot cannot answer a question, it either displays an error message or apologizes for offering an insufficient answer and routes the customer issues to the next available support agent.

An AI-powered Virtual Assistant like Aisera’s Conversational AI solution can understand and respond to questions much as a real person would. AI Chatbots can respond to questions flexibly and precisely, regardless of how the question is phrased. This is a game-changer because customers no longer need to guess how they should structure their query, and can feel empowered to resolve their issues with the Chatbot instead of a live chat with a support agent, which saves time for both parties.

AI Workflow Automation

Large ticket volumes usually include commonly requested tasks for your agents. With the power of AI, you can automate complex tasks, workflows, and processes with ease, which drastically reduces your ticket volume. For example, Aisera’s Conversational Automation solution can auto-resolve 65-80% of customer inquiries.

Additionally, Conversational Automation ensures that everyone can do their best work. Repetitive standard operating procedures will be offloaded to the software, which will ensure that it is executed correctly every time. Since agents have more time to spend on higher-value tasks, agents will feel empowered to perform at their best.

Better Cloud-Based Help Desk Ticketing Systems

Ticketing systems provided by cloud-based help desks can also be augmented by AI. Through AI’s NLP, NLU, and NLP capabilities, the content of a ticket can be analyzed and automatically classified and routed. Tickets will no longer just flow into a large queue but can be automatically categorized for agents to handle more efficiently. Aisera’s Ticket AI takes these service management capabilities a step further by automatically assigning tickets to the right agents and recommending the next-best actions and helpful articles for the agents.

Reinforcement Learning

The biggest strength of an AI-powered service desk is reinforcement learning, where it learns from past tickets, knowledge sources, and conversations to improve the system’s understanding and accuracy in the auto-resolution of support tickets. While other models need to be manually trained to do this learning, Aisera’s AI Service Desk solution does this learning automatically. This type of reinforcement learning ensures that your service desk is continuously learning and improving each day.

In Summary...

  • Cloud-based help desks offer lower operational costs, more location flexibility for agents, and a more well-connected experience for users (as opposed to self-hosted help desks).
  • AI can work together with cloud-based help desks to reimagine the ideal service desk experience.
  • AI can be used to make more intelligent Virtual Assistants that can understand and complete user requests.
  • Enterprises can also automate common tasks and give agents more time to work on more complex and meaningful tasks with the power of AI.
  • Standard ticket systems are taken to the next level with AI through auto-classification and routing.
  • Reinforcement learning ensures that your AI-powered service desk is constantly improving through analyzing past conversations, tickets, and more.

Aisera offers the most feature-comprehensive and technology-advanced self-service automation solution in the market, which blends Conversational AI, Conversational Automation, and Ticket AI into one SaaS cloud offer for IT Service Desk and Customer Services.