Implement AI For Process Imporvement
Published January 16, 2019
Below are some of the key areas for improvement business process using AI
Most of the service desk tickets are usually ‘basic’ or ‘simple’ questions, queries that take a lot of time to answer that might impact your ticket management process and you may miss your SLAs. Chatbot takes care of these simpler questions and allows IT service desk agents to focus on more complex queries, therefore saving time and cost while greatly improving support efficiency.
Chatbot uses machine learning to learn answers to repetitive support requests and improves the response time, SLAs and overall IT service management process.
SMART Workflow & ticket assignment
AI can automatically route the incoming tickets to the respective support agent/group based on the categorization of services without the need of support agent (physically) doing the assignment manually by reading each and every ticket.
SMART Email reader
The end user can send an email to the designated support email account and describes the issue in natural language without the need to login to the ITSM solution. The ITSM tool identifies the user and creates the ticket based on the email content and also automatically assigns the ticket to the respective agent. End users gets better experience in opening tickets is easy and convenient manner, and support agents will have less manual work.
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