IT Service Desk Automation

The Remote Workforce Is Here to Stay Can You Scale Ongoing Support?

The current wisdom is that even when COVID-19 is finally tamed by a vaccine, the paradigm shift to a remote workforce, which happened with unprecedented speed, may endure well beyond 2020 as a permanent business model. Remote workers will continue to need robust, responsive, and secure IT Service Desk automation capabilities to support productivity, and organizational growth.

IT Service Desk Automation

The ability to adapt to unanticipated change is determining—right now—which organizations will survive and thrive—and which become part of the fossil record. But despite the anxiety and pressure of today’s landscape, organizations actually confront exciting new opportunities for growth and competitive ascendancy. The technologies they need for this—specifically AI and its associated resources—are within their grasp. Can they implement these solutions in time to maintain and even increase their pre-pandemic momentum?

Remote Workforce 2.0—IT Service Desk Automation for a New Architecture

It’s universally acknowledged by now that automation is the route to a streamlined, self-service future; in fact, the entire AI Service Experience will likely be end-to-end service automation. This trend was already well underway before the pandemic struck, fueled by Machine Learning, Natural Language Processing, and other AI advances. But the urgency and high stakes of the current situation have added wings to its implementation. This brings new problems, but also the potential for IT Service Desk automation to deliver unprecedented efficiencies and economies.

Organizations are now well into what we could call “Remote Workforce 2.0” with the potential for a scalable, personalized, proactive, and secure AI Service Experience across the enterprise. AI has already proven its ability to resolve service desk business challenges and help organizations derive value from their IT Service Management tools, help desks, and operations solutions.

Now, with the demand for customer and employee support at an all-time high, ITSM must ensure it has the capacity to scale and resolve the avalanche of low-level and routine queries from remote offices. By applying AI to existing tools, a majority of these repetitive IT tasks, actions, and workflows can be automated so that employees can auto-resolve their own issues and the intelligence of Conversational AI and conversational RPA brings people together without physical contact.

Even beyond that, it must create value from IT Service Management tools, help desks, and operations solutions. That means delivering a scalable, personalized, proactive, and secure AI Service Experience across enterprise domains while transforming service-oriented groups—IT, HR, facilities, sales, customer service, and operations.

IT Service Desk Automation for Business Continuity and Beyond

Six months into the pandemic, organizations are still scrambling to sustain business continuity. The overhead on the ITSM team dealing with queries is huge, so letting Conversational AI handle such issues as helping a user install new software is a natural direction—automating via conversational AI digital assistants while critical issues are transferred to higher-level specialists. By automating the service desk, organizations can transform the employee experience to boost productivity, cut costs, and get more from IT resources. Streamlining self-service in this way can achieve 45-60 percent auto-resolution of service desk requests—even within days of implementing.

Aisera, for example, is already designed as an automation nerve center. It can integrate into an organization’s existing systems across the multichannel (ticketing, knowledge bases, monitoring, identity management, and more) to proactively auto-resolve incoming inquiries, requests, and issues. This fuels greater business uptime, improved productivity, cost reduction, and the long-sought “Alexa-like” self-service experience for both employees and customers.

For a remote workforce adapting to new demands, Aisera’s end-to-end Enterprise Service Automation can automate skills, knowledge, or ticket creation within minutes; scale support robustly, reduce ticket and call volumes and lower costs. Organizations dealing with pandemic-associated business issues can enjoy a smooth, convenient, morale-building user experience, with a route to unprecedented productivity for overwhelmed remote workers—even an 80 percent improvement in CSAT and drastic reduction of issue resolution time.

Aisera’s ability to proactively auto-resolve requests can meet pandemic-fueled user demands and lighten the load for the remote team. The ability to automate multi-step conversations and to understand broader intents, sentiments, and key messages from users all comprise an exceptional AI service experience—and a welcome path to a positive outcome for businesses under high-stakes pressure.

Additional Resources

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