AI-Powered Intelligent Service Desk

Any solution that incorporates AI comes with numerous benefits. For the AI Service desk, these are the key benefits to expect:

An AI service desk uses natural language, ML and automation capabilities to handle the common queries and requests. This then accelerates response times and ensures that ticket resolution is accurate.

With accurate results obtained fast, more work gets done and this leads to overall improvement in productivity.

We often talk about customer satisfaction and totally forget about employee satisfaction. But the truth is, customer satisfaction will be a hard nut to crack in the absence of employee satisfaction.

Because an AI service desk is intelligent in service delivery, employees such as the support staff will experience a personalized and user-friendly environment. Quick access to relevant services brings about a positive feeling among employees, which contributes a great deal to better experiences.

A good AI service desk solution will minimize and in many cases eliminate the need for intense human intervention, freeing them for more critical business tasks. This optimizes resources with the overall result of reducing costs. 

Additionally with an intelligent service desk, the company will experience minimal downtime, which leads to a reduction in the operational expenses that would normally go to resolving downtime.

At the heart of our AI Service Desk solutions is a commitment to transform our clients’ service desks into intelligent centers of service excellence. 

These key features define the innovative approach that we take to areas like ticket resolution and problem management to achieve maximum efficiency:

Instead of users having to keep waiting  on the IT department for every type of request, AI makes it possible to have them resolve the issues all by themselves.

With self service portals, repetitive tasks such as software updates need not be queued for the IT personnel. Any user can go to the portal, request a service and follow through the procedures with a lot of ease.

How about a service desk user interface that delivers human-like conversations, enabled by natural language processing.

Each AI service desk solution we develop is designed to understand intent and context, enabling interactions that support multiple languages. For example, an employee can hold a conversation with the AI service desk system to schedule a software installation on a specific day and time.

Do you find that service requests including customer queries storm in from all directions, leaving your support teams at a loss of how to coordinate them effectively? 

We create a central request point where service management is transformed into a simple conversation. An employee needs approval to get a new mobile device? Their request can be distributed to the supervisor and all the supervisor needs to do is click “Approve” or “Reject”. A simple conversation.

You know that search is at the heart of a well-functioning service desk. Now imagine a search engine residing in your service desk, with AI capabilities.

No matter where the data that users need is located, they will find it in real-time with a simple search. What is more, our search functions are capable of summarizing answers by using Rag technology (Retrieval Augmented Generation). Need additional information on top of what the search brings? No problem! Links with more information will always be available.

We build workflows that are powered by highly capable LLMs. Incoming requests can be solved autonomously by triggering the workflows through conversations.

Of course, some service requests may need to be escalated to human agents. Not all the time, but some time depending on the complexity.

When this need arises, you want to be sure that the escalation process will be swift and accurate. We take care of this by infusing intelligence into the escalation system. In-built domain bots will always know when they are capable of handling a request and when they need to escalate to humans.

We have long understood that an IT solution without support for the integrations that companies need, is ‘dead’ on arrival.

With this important aspect in mind, we ensure that the intelligent service desk solutions we develop can support the best in class integrations – seamlessly. From Atlassian, ServiceNow, Salesforce, Zendesk, name it. Whether you are using 10, 100, or more applications, your custom AI service desk will integrate in seconds.

Changes are constantly taking place in the organization, and when they happen, they are going to affect various services that employees depend on to get their work done.

So you want to ensure that any change is efficiently managed, incorporating capabilities like advance notifications both to internal teams and external parties like customers who rely on the affected services.