AI-driven tools are able to assist chatbots, but also provide predictive analytics that can be used to plan demand management as well as incident management. It's not new for IT self-service desks. However it is within the "new normal" era, its usage has become more sophisticated, as IT help desk chatbots and intelligent search recommendations lead users to the best solutions and services.

Experts say AI is likely to be an essential component of the help desk service in the near future. The main advantage of making use of AI for help desk and IT support is that it could eliminate the manual overhead required for the low-level service desk tasks. This allows employees to focus their time on more worthwhile tasks.

What exactly is the AI Helpdesk doing today?

AI Chatbots

One of the areas where AI capabilities are utilized at their highest level is in providing an automated chatbot experience to users 24/7. This means that there is always someone on hand to assist with any queries. IT support specialists are willing to use chatbots to assist with simple inquiries and needs. Chatbot capabilities are extended to assist with tasks like reset passwords, install software, modify IT services, and more. Look over the infographic below to know more about how chatbots benefit your remote employees. On Aisera, you can find Virtual Help Desk.

Incident management and escalated requests

AI is now playing a major function in automatic classification, setting priorities, and routing of incident and service tickets. Certain fields of tickets can be automatically completed by using predictive analytics. AI tools are also able to classify incidents and prioritize information into groups. It doesn't mean AI tools can take over human tasks. A worker can opt to ignore these suggestions, however AI assistance helps them to perform faster and also saves time in taking efforts of making clear actions.

Information gathering

A unique feature of artificial intelligence help desk products is knowledge management. Intelligent search tools are employed to identify keywords and to understand their context. The AI-powered service desk offers solutions based on past experiences. For finding machine learning help desk the best solution, go to Aisera.com today.

Intelligent auto-responders can even reply to user emails using the most appropriate solutions. These tools are also able to find loopholes in an information database.

AI-driven knowledge curation can not only aid users, but also IT personnel as well. These tools can be used to look back at past and present incidents, problems, modifications and errors. These tools allow you to analyse them and develop the ideal solution for your IT service desk agents.

Next-generation AI capabilities will integrate more process and social analysis into the core system. Additionally, flexible dashboards will enable IT support personnel to access information about the current situation. AI tools will also be able to identify issues and provide automated solutions for network alerts, security-related notifications and other notifications. In the future AI's primary focus on the help desk will be on the apex of tasks that are not of much importance, and are processed manually at present with costs incurred. It can also provide insight into massive data sets that help in better decision making.

In the future of IT support, businesses will look for new opportunities to automatize and provide the best possible management of their work environment. Small-scale businesses, in particular those with a small budget, will be the initial to adopt AI tools that automatize or enhance support functions.