How Self-Service Automation is Radically Transforming Today’s Inefficient IT Service Desks

The lack of self-service automation in today’s IT Service Desks and Customer Services is a recipe for inefficiencies and errors, boredom, and dissatisfaction which is hurting the Enterprise with substantial inefficiency cost, high cost of errors, support staff headache and causing head-wind resistance to business growth. IT journal and McKinsey have quantified the financial impact of such inefficiencies to be in the order of 300 million USD for enterprises with an average of 10,000 employee base.

self-service automation

Natural Language Processing (NLP) and Natural Language Understanding (NLU) technologies coupled with Robotic Process Automation (RPA) and Conversational Experiences have proved to be extremely successful for organizations to achieve a very high degree of self-service automation blending together the seemingly incompatible goals of increasing employees productivity, efficiency, and customer satisfaction while drastically reducing operational costs.

How Does AI Improve the Customer Experience?

Self-service automation allows the end-users to unblock themselves when and where they need it. Instead of seeking assistance from over-flooded and under-staffed IT Service Desks, end-users can now take their request directly to Conversational AI virtual assistants capable to conversate with users in immersive, stateful, multi-turns interactions across the engagement channels of choice, being email, voice, chat, or else.

By leveraging advanced NLP/NLU technologies, Conversational AI virtual assistants can precisely extract the user intents from lengthy, noisy and highly unstructured conversations, being informational in nature — like how to configure voicemail service for a desk-office phone — or transactional oriented — like cancel an account, provision a software application, manage online subscription plans and licenses, etc. By using Cognitive Search and RPA, Conversational AI virtual assistants can successfully and immediately resolve the prompted user requests; and all in just a handful of seconds and in most cases without the need of any assistance from service desk agents.

How Advanced are Conversational AI Virtual Assistants?

To cope with the volume, variety, and specificity of user requests, Conversational AI virtual assistants are armed with unsupervised learning, traversal learning, meta-learning, and collaborative filtering AI technologies. This advanced AI continuously and in real-time ingests, processes, and analyzes user requests and conversations between users and service agents. Not only that, but Conversational AI virtual assistants also resolve tickets and cases. It can learn new user intents and entities from each and every interaction. Conversational AI virtual assistants enrich such information with user behavioral analytics. Additionally, they contextualize the user request with information about the user, his activities, and past preferences.

self-service automation

Self-Service Automation for Service Desks

The “know-how” of AI-driven IT Service Desks that comprise of Conversational AI and other advanced AI technologies grows every day enabling self-service automation to achieve higher and higher resolution rates every day while guaranteeing wide coverage of user requests and personalized user experiences during the interactions. It is a system that never sleeps, learns autonomously what’s right and wrong, and auto-correct itself, and it does it 24/7 continuously and incrementally becoming smarter and smarter and more and more tailor to the users it serves.

Self-service automation is happening now and within your reach. It is proved to deliver to Enterprises of any size and of any industry vertical their ultimate dream of achieving a complete digital transformation of their IT Service Desk and Customer Services. If you are still sitting on the sideline wondering if the underpinning technology powering Self-service automation is ready to take off at scale, then wonder no longer.

Aisera offer the most feature-comprehensive and technology-advanced AI Service Desk and AI Customer Service solutions in the market which blends Conversational AI and Conversational RPA into one SaaS cloud offer for IT Service Desk and Customer Service. Aisera’s proprietary unsupervised NLP/NLU technology and User Behavioral Intelligence are protected by several patents-pending applications.

Why Aisera

Aisera’s AI Service Desk solution utilizes robust technology like Conversational AI to drive significant results in productivity and efficiency. With demand for self-service resolutions on the rise, companies are looking to improve experience for their employees and customers. Aisera’s AI Service Desk brings modern solutions to automate tasks and actions, enhancing growth and scalability for organizations. Promote transformation in your organization by streamlining core business processes and improving experience through an AI-driven Service Desk.

Additional Resources

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