Service Desk Intelligence

Scenario:  

An IT organization faces challenges in efficiently categorizing and assigning incoming support tickets to the appropriate teams or analysts.

Approach:  

• Utilize the service desk intelligence functionality of the Digital Agent for prompt predictions regarding the appropriate team or analyst, based on historical data.
• Based on the configuration, the inference will be displayed as recommendations or updated automatically with the new AI-suggested value.
• Improve the resolution process by utilizing the capabilities of AI suggestions.

Scenario:  

An HR department struggles with the influx of employee queries, making it challenging to prioritize and assign tasks to the right HR personnel.

Approach:  

• Leverage the Digital Agent’s service desk intelligence feature to predict HR case-related details and prioritize them based on historical data.
• Depending on the configuration the predicted priority and the assigned analyst will be displayed as AI suggestions or gets assigned automatically.
• Automate the allocation of HR-related inquiries or requests based on AI-suggested values, streamlining the process, and reducing manual workload.

Scenario:  

A facilities management team deals with a high volume of maintenance requests and needs an efficient way to categorize, prioritize, and assign tasks. It allows a feedback loop to retrain it for better performance.

Approach:  

• Configure service desk intelligence feature for the Digital Agent that automatically predicts the category, and priority of the maintenance requests and assigns it to the right personnel.
• The Digital Agent intelligently analyzes historical data and offers AI suggestions for the corresponding maintenance requests.
• Enhance the overall response time by swiftly recognizing the category, priority, and predictions related to maintenance requests in line with the  AI suggestions.