5 Tactics AI Service Automation May Transform Service Desk Workflow
Customers are demanding faster and more individualized service than ever before, making teams struggle to keep pace with the ever-growing number of customer demands.
The ever-growing volume of requests is now impossible to manage using spreadsheets or manual procedures. A solution is available for service teams with automation. Let's take a look at five strategies to use IT Helpdesk Automation to improve the service desk's operations.
Make a Change to Your Service Desk Operations By Using AI Service Desk
Workflow Management
Automation in workflow management plays crucial part in handling requests efficiently and consistently. It is possible to eliminate the bottlenecks that are common to traditional workflows by assigning the proper tasks to the appropriate individuals at the right time.
There are many ways to improve on the workflow of an organization by implementing automation:
Intelligent technician tasks
SLA driven escalations
Based on customer selections, conditional actions
If you operate with an extensive service team, intelligent routing can allocate issues to the most experienced technicians, thus reducing the load on your first line teams. You can ensure that each problem is taken care of in the correct manner by coordinating your escalations around your SLAs. With more options to customers, your agents can get the necessary information to address the issue more quickly. If you're looking for service desk automation for a solution, then Aisera offer you best solution.
Prioritization of Ticket
SLAs are created to define the expectations of service between a provider and end-users. In order to improve customer satisfaction SLA response and resolution times are often set in accordance with the priority of tickets and allow your employees to know precisely the amount of time available for responding to requests. However, it's important to understand that there aren't all tickets created equally. Small issues can turn into a major problem if it's for VIP users. Automated ticket priority eliminates confusion on which tickets should be prioritized and the best time to make that decision.
Notifications for Service
ensuring that the correct people are informed of issues in the correct time and in the correct method is crucial to ensure smooth operations management. To ensure smooth operations management, it is important that the service owner be informed when someone has an issue with the service. Not immediately after having spent several hours trying to figure out who the service is owned by and the best way to contact them.
Automatic notifications get the right information to the right person, at the appropriate time. It is possible to set up guidelines for the communication of technicians about specific issues and priority. The communication can be automated throughout the service process to reduce time for staff and allow for transparent communication.
Service Reporting
Automated artificial intelligence could aid in putting metrics for service in the spotlight. No matter how you use them, you'll need regularly access to thorough insights into the efficiency of your service desk, for example:
Generate tickets for customers based on their type or specific customer
Close rates per employee and closing time averages
Tickets per employee by shift, day, month or any other dates
The frequency of issues and ticket classification
Scheduling reports on these metrics will automatically inform managers about performance data so that they have oversight over the entire team. The reports that are templated can be sent on a periodic basis which means that no manual work is required to keep the most important individuals in the loop.
Knowledge Base
The knowledge base can be an effective addition to many service desks as it provides users the power to solve issues themselves. Why wait for a tech to call you to reset your password when you are able to do it on the internet? Perhaps the ink for your printer has been delivered but you aren't sure what it is that opens. Do you want to wait for Ian to arrive? or watch a 2 minute video, then do it yourself and get the report to the CEO's desk now?
Companies can give their end-users access to frequently asked questions through corporate-branded portals, using intelligent tools that allow users to resolve issues with no involvement from your team, which allows your staff to concentrate on what they're paid to do.
The knowledge base isn't only for your users however. Maybe you don't have your users trying to replace the laser toner themselves - after all, it's hazardous! Your technicians won't be able to remember how to get access to the inside of the printer you purchased in the 1980s from someone who closed down in the late 1990s. Automatically suggested articles that is based on keywords or categories can be just as effective to get that user guide in front of your techs as it would be to find the instructions for password reset before your users.
Conclusion
These are only a handful of the areas that can be improved by service automation. Make sure you fully understand all of the benefits your staff can reap from automation by reviewing your processes and identifying what areas can be streamlined and improved.
