Using Generative AI in Information Technology (IT)
Generative AI can now produce highly contextual, human-like responses to any input, whether it’s a simple question or a complex prompt with lots of parameters. By using advanced large language models (LLMs) and domain-specific LLMs, these systems produce accurate, natural-sounding content in real-time.
Originally designed to help support teams, today’s generative AI is a powerful tool for IT helpdesks, automating routine tasks, speeding up issue resolution, and improving overall support quality across IT operations.
Domain Specific LLMs in IT Industry
While general-purpose models like ChatGPT are powerful, they lack the precision and depth for enterprise use cases, especially in complex environments like IT operations. This is where large language models (LLMs) really make generative AI shine.
Unlike generic models trained on vast open ended datasets domain specific LLMs are fine-tuned on IT-related data, including technical documentation, service tickets, system logs, and industry best practices. This specialized training allows them to understand the unique language, workflows, and challenges of IT environments.
As a result domain domain-specific generative AI can:
- Give more accurate and relevant answers to IT service requests and incidents.
- Automate complex troubleshooting by understanding and resolving issues based on historical IT data.
- Support compliance and security by knowing industry regulations and organizational policies.
- Increase productivity by providing tailored recommendations for IT asset management, change management, and service delivery.
By using domain specific LLMs, generative AI moves beyond conversation to become a strategic tool that improves operational efficiency, reduces downtime and aligns IT services to business objectives. This is changing how IT teams work, making them more proactive, agile, and cost effective in managing modern dynamic infrastructures.
6 Key Use Cases for Generative AI in IT
1. Self-service knowledge base articles
When you have an IT help desk, you want to reduce your agents’ workload as much as possible with ticket deflection. The fundamental component of this effort is your knowledge base. The more helpful articles you have, the more likely people are to find their solutions without needing help from a live agent. This keeps your agents free to handle more pressing issues.
A strong knowledge management solution will provide answers to frequently asked questions and offer a detailed troubleshooting guide for the most common user needs. However, you have to write your knowledge base articles, which can take quite a bit of time. With Generative AI, you can either keep creating content outlines or draft knowledge base entries quickly and then edit the content to be relevant to your company.
ChatGPT is excellent support for your internal help desk’s AI-powered chatbot. When you use ChatGPT to generate your content, your chatbot will have far more self-help articles to provide as options when users ask for help. Users will get what they need, and most of the time, this won’t require support from a live agent, causing service delivery delays.
2. Call scripts
Does your company offer phone-based IT support for employees? If so, your agents will benefit from using call scripts. A call script helps agents stay on track and cover all the necessary bases when handling an IT support request. It also achieves consistency in the way they handle issues.
Gen AI can be prompted to generate basic call scripts that you can customize to meet your needs. For example, you can ask the system to “create a call script for an IT support agent” and get the following response:
- IT Support Agent: Thank you for calling the IT help desk. My name is [Agent Name]. How may I help you today?
- Caller: Hi, I’m having trouble with my computer.
- IT Support Agent: I understand. Can you please tell me what the problem is?
- Caller: My computer is frozen.
- IT Support Agent: Okay, I can help you with that. First, let’s try restarting your computer. To do that, hold down the power button for 10 seconds.
- Caller: Okay, I did that.
- IT Support Agent: Great. Is your computer still frozen?
- Caller: No, it’s working now.
- If these steps resolve the issue:
- IT Support Agent: I’m glad to hear that. If you have any other problems, please don’t hesitate to call us back.
Otherwise:
- IT Support Agent: I’m sorry, it seems that the solution didn’t work. Can you please tell me what happened when you restarted your computer? I’ll help you troubleshoot the issue to a resolution.
Closing:
- IT Support Agent: Thank you for contacting support at Company X. If you have any further issues, please submit another request through the help desk. Have a great day!
- Caller: Thank you for your help.
- IT Support Agent: You’re welcome.
3. Disaster recovery plan
You never know when your IT infrastructure might go offline, or worse, get hit by a cyberattack. Hopefully, you already have a well-documented outage communication and disaster recovery plan. If not, you can create one with a Generative AI platform.
How will your IT support staff handle an IT disaster or similar disruptive events? You’ll need to create a plan for each type of known disaster, like a power outage, network attack, and more. Will you conduct disaster recovery drills to get the IT staff familiar with recovery procedures? How will backups be handled? Do you have an inventory of your IT assets? If all this is new to you, creating a disruptive event and disaster recovery plan outline with Generative AI will get you started.
Although you can get a good outline from an AI tool, it’s critical that you consult with an IT security professional to ensure you have the right software and security policies in place. Simply outlining your policy isn’t enough to protect your company, although it is an important component.
4. Company support policies
It’s important for your IT help desk team to follow company policy, but you might not have a policy model written out. These language models take time to create, and if this task has slipped by, or you want to create one with less effort, Generative can help.
Create a prompt asking ChatGPT to “create an IT support policy model,” and you’ll get some samples that will cover all the important sections. From there, you can edit the content to reflect your specific needs and requirements. However, most of the hard work of outlining everything will already be done.
5. Create Standard Operating Procedures (SOPs)
ChatGPT is an excellent tool for creating Standard Operating Procedures (SOPs) for your IT help desk team. SOP documents help team members understand exactly what they need to do, how tasks need to be performed, and when. This documentation makes it easier for anyone to take over a position when someone takes time off work and when onboarding new employees.
For an IT help desk team, this is critical. You might be able to hire an experienced professional to cover for someone temporarily, but they won’t know the specifics of your company, they won’t be familiar with your self-help resources off the bat, and it will still take time for them to get into the flow.
6. Fast email replies
Writing email responses is one of the most repetitive tasks your help desk agents perform on a regular basis. They can benefit from using generative AI to generate human-like responses, either on the spot or to create templates suitable for customizing according to common issues. For instance, if they get a lot of support requests for a printer that won’t connect to the network, they can create a standard email response using Generative AI and customize the details for your company.
If agents struggle to find the right words even for a simple email, generative AI will generate an email response that sounds clear and professional. You can also use generative AI to write automated system-wide responses that acknowledge a user’s request has been received.
You can also use generative AI to generate different versions of auto-response content to use throughout your company.
For example, instead of having everyone write their autoresponders for redirecting support requests, you can create one using generative AI and standardize the response to match your company’s brand while offering alternative solutions for help.
This standardization not only maintains brand consistency but also aims to reduce resolution time. So, if anyone emails your tech team directly instead of going through your helpdesk first, they’ll receive a uniform, professional response that redirects them efficiently to your ticketing system.
Why does IT support need an AI chatbot?
The bottom line is that generative AI improves the auto-resolution of support requests, which reduces the cost of running an internal IT help desk. Basically, generative AI is an AI-powered tool that will help you empower your own IT help desk chatbot.
Conclusion: Full Advantage of AI in IT Support
Ready to reduce the cost of internal tech support while increasing the speed and effectiveness of service? Then, Agentic AI in ITSM is the next step. By using Agentic AI within IT Service Management (ITSM), you can automate routine support tasks, accelerate incident resolution, and manage complex IT environments with ease.
Agentic AI goes beyond traditional automation by using intelligent, autonomous agents that adapt to user needs, deliver personalized support and optimize IT operations in real-time. It gives your ITSM framework self-learning capabilities to detect issues proactively, orchestrate workflows and automate end-to-end services, reducing manual work and boosting team productivity.
With Aisera’s Agentic AI, you can:
- Streamline IT support and reduce Mean Time to Resolution (MTTR).
- Onboard employees faster, collaborate, and share knowledge.
- Automate training data integration for continuous improvement.
- Improve communication and service delivery across the organization.
- Save costs and drive high ROI with AI while delivering high-quality quality scalable IT services.
Contact us today and request a free AI demo to see how Aisera can transform your ITSM strategy, reduce operational costs, and deliver a better service experience with intelligent automation.