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

Self-service automation tools enable business users and help desk teams to run automated jobs or processes that IT has traditionally been responsible for.

The lack of self-service automation in today’s IT Service Desks and Customer Services is a recipe for inefficiencies, boredom, and dissatisfaction, which is hurting enterprises with substantial costs, a high number of errors, support staff headaches, 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 for enterprises with an average of 10,000 employee base.

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Self-service automation solutions are typically web-based applications with intuitive user interfaces that allow users to not only trigger business processes, but to cancel and restart those jobs as well. Self-service automation applications also provide monitoring so users can follow job progress in real time.

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

How Self-Service Automation Improves CX

Self-service automation allows users to unblock themselves whenever and wherever they need it. Instead of seeking assistance from over-flooded and under-staffed IT Service Desks, users can now answer their requests automatically through the use of Conversational AI virtual assistants. These virtual assistants are capable of conversing with users in immersive, stateful, multi-turn interactions across the engagement channels of choice, being email, voice, chat, etc.

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; 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 technology to cope with volume, variety, and specificity of user requests. This advanced AI continuously and in real-time ingests, processes, and analyzes user requests and conversations had 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 interaction. Conversational AI virtual assistants enrich such information with user behavioral analytics. Additionally, they contextualize the user request with information about the user, their activities, and past preferences.

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Self-Service Automation for Service Desks

The “know-how” of AI-driven IT Service Desks that incorporate Conversational AI and other advanced AI technologies grows every day. It is a system that never sleeps, learns autonomously what’s right and wrong, and auto-corrects itself continuously, incrementally becoming more intelligent and more tailored to the users it serves. It enables self-service automation to achieve higher resolution rates while guaranteeing comprehensive coverage of user requests and personalized user experiences during the interactions.

If you are still sitting on the sidelines wondering if the underpinning technology powering self-service automation is ready to take off at scale, then wonder no longer. Self-service automation is the future. It is proven to deliver enterprises of any size and industry their ultimate dream of achieving a complete digital transformation of their IT Service Desk and Customer Services.

Aisera offers 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 and Conversational RPA 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.