Artificial intelligence is one of the most exciting technology innovations in the world today. For most IT environments, AI promises an opportunity to make processes more streamlined, efficient, and intelligent. There’s even room for AI to transform the standard help desk environment. AI builds on the benefits of a comprehensive ITSM (IT Service Management) and ITAM (IT asset management) strategy for the help desk. With AI, it’s possible to automate the way the help desk is alerted to problems within a platform, as well as the way it issues tickets and distributes tasks to the right employees. Let’s look at how AI is helping the help desk.
AI Helps the Help Desk
In traditional help desk environments, human operators would need to initiate and complete each step of the problem recognition and remediation strategy. Automation and artificial intelligence reduce the need for manual interactions, allowing teams to operate more efficiently in an increasingly complicated service environment. Just some of the ways AI can assist the help desk include:
- Managing data: IT teams can apply AI in the help desk environment to weed out unnecessary data when automating crucial help desk activities. This makes it easier to generate tickets automatically and send tasks to the right employees. AI technology can also use the data collected in a business environment to suggest solutions to problems, based on resolutions that worked in the past.
- Supporting help desk staff: The use of natural language processing in the help desk allows teams to filter and automate inquiries. For instance, an AI system can determine what a customer is looking for help with when they call a help desk team, then immediately suggest solutions to the problem.
- Improved compliance: Aside from leveraging data more effectively, AI solutions in the help desk can also improve the ways companies manage and store data. Data anonymization and personal information redaction are crucial for complying with privacy standards. These strategies can also be useful when applying to larger data sets to make predictions.
Is the Future of the Help Desk Intelligent?
Artificial Intelligence has been met with some controversy in the help desk environment. Some companies believe this will attempt to replace the human worker in an environment where human insight is still crucial. However, the reality is that this has the potential to supplement and empower teams in the help desk landscape.
Artificial intelligence can aggregate data from devices and environments in a meaningful way, using insights from IT asset management tools. With a complete view of the IT ecosystem, it’s easier for the system to proactively identify issues and suggest potential problem resolutions. In the future, the use of AI in the help desk could even lead to a more proactive approach to support and service, where teams can predict and deal with problems before they occur. As companies continue to search for better ways to manage data and deliver exceptional service, artificial intelligence paves the way to better data management, improved security, higher compliance, and even faster problem resolution.
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