Enterprise IT

Service Desk Intelligence

Reduce errors with the help of AI suggestions.

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Service Desk Intelligence

Overview

Minimize human errors, Operational Automation.

By leveraging advanced technologies like machine learning and natural language processing, Service Desk Intelligence revolutionizes service desk operations by automating tasks, intelligently handling inquiries, and analyzing historical data.

Benefits

Availability

Provide round the clock support to global or remote users.

Efficiency

Automate ticket creation, routing, & prioritization for faster resolution.

Adaptivity

Learn from interactions & improve problem-solving capabilities.

Satisfaction

Improve issue resolution contributing to overall positive user experience.

Use cases

Two professional women, one Black and one Caucasian, intently reviewing data on a tablet in a modern office.

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.
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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.

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