Digital company workdesk automation tools demonstrably boost customer support. They allow customers to tackle their own issues faster, which leads to quicker resolutions. Customers are kept informed about the progress of their inquiries and support teams are able to focus more on complex problems. Help desk personnel can do more with less through the use of IT helpdesk chatbot. This is essential because workplaces today use more technology and have a smaller workforce. However the help desk budgets don't necessarily increase to meet the demands.
How can you implement the types of automation that improve productivity and service quality? Check out the following top service desk automation tools.
Answers and solutions are automatically provided.
Imagine an employee who needs to configure SSO on their iOS device. The Okta Help article is the knowledge base of the company. It provides all the steps. This guide will help employees set up their phones in a matter of minutes. Whether you choose to learn further information on IT Support AI, you have to look at Aisera website.
Instead, she contacts the help desk, and then interrupts a service desk team member who guides her to the relevant guide. This is a waste of time. At aisera.com, you can find AI for ITSM.
While one request might not seem like it would significantly impact productivity, it disrupts IT's focus on other work and help desks often get these "little", interruptive and repeated requests often.
Tools for ITSM like atSpoke provide employees a platform to ask questions and get answers from the company's knowledge database without interrupting help desk staff. atSpoke uses artificial intelligence to construct and manage knowledge, or integrate with a company's existing knowledge base, to provide solutions and answers to company employees over chat, email, and SMS without having to contact the help desk. Employees can access their own self-service at any time they are working, reducing the time required to respond to queries.
Automated fulfillment of common requests
How many hours does your team devote to responding to software requests and requesting approvals? Although it's very little time investment, you can use it to focus on other tasks. Requests for service like this are ideal for automation since they are governed by workflows that can be executed without human intervention.
Next-gen ITSM tools such as ServiceNow, Avatier Service Catalog and atSpoke enable help desk teams create service catalogues that users can interact with the same way as an ecommerce website. Users can request software, access, and devices directly from the front-end. These requests communicate with backend workflows, which secure permissions and initiate processes automatically.
This allows users to gain access to what they need more quickly and eliminates the need for assistance of the support team, besides developing, updating, and maintaining workflows for backend.