Behind every company is a fast and efficient IT help desk. Not only do help desks keep employees on track and productive, but they also help workers get quick and easy access to digital services.
Unfortunately, many IT departments are struggling with staffing shortages, making it hard to provide strong support. In a recent study, 73 percent of professionals said there’s an IT staffing shortage in their organization. What’s more, 65 percent are considering quitting their jobs or the IT field altogether. The problem became worse in the wake of COVID-19 and shows no sign of slowing down.
To alleviate IT burnout and streamline workflows, a growing number of organizations are augmenting support chatbots with artificial intelligence (AI). Read on to learn how AI chatbots work and make troubleshooting fast and easy.
Use AI Chatbots for Employee and Customer Support Automation
AI chatbots leverage AI to simulate human conversations over text. As the technology continues to improve, chatbots are becoming increasingly popular for internal help desks and customer support automation.
Here are some of the top benefits that AI chatbots provide:
1. Lighten Workloads
IT departments with staffing shortages often struggle to keep up with incoming requests. The problem is especially difficult in large organizations with hundreds or thousands of workers.
AI chatbots reduce workloads by automating manual tasks, such as responding to customers and answering basic questions. This saves time and effort, reduces burnout, and decreases turnover.
2. Enable Talent to Focus on Bigger Issues
Most IT workers don’t want to spend their time answering basic troubleshooting tickets. This is time-consuming and thankless work that requires a great deal of patience.
AI chatbots allow IT workers to spend less time responding to basic requests and more time solving complex technical issues. For example, AI chatbots automate issues like password resets and repeat inquiries. Rather than having to respond to these things manually, chatbots free IT workers and enable them to respond to more critical problems. And in today’s age of remote work, such problems are becoming more and more common. When someone spills coffee on their laptop, they need a new computer; this is an area worthy of IT’s time. Similarly, rather than helping users with simple tasks, IT is better off troubleshooting VPN issues and single sign-on problems.
3. Provide Around-the-Clock Service
End users expect immediate IT support, regardless of the time of day. But it can be exorbitantly expensive to staff around-the-clock IT workers.
AI chatbots provide reliable and cost-effective service on a 24/7 basis, without the need for live agents. They triage after-hours requests and enable customers to find information and solve problems at their leisure.
4. Scale IT More Efficiently
Growing organizations often struggle to scale their IT departments due to budget limitations. But growing companies need to have IT departments that can keep up with rising service demands.
Support automation helps businesses scale IT troubleshooting without increasing headcount. AI chatbots simultaneously assist multiple workers and handle service requests with minimal human intervention.
5. Accelerate Mean Time to Repair (MTTR)
Mean time to repair (MTTR) is one of the top performance indicators for IT departments. Technical teams must strive for low MTTR scores and speedy issue resolutions. This keeps workers happy and minimizes downtime.
With AI chatbots, teams can automate low-level tickets and spend more time solving difficult problems. This accelerates MTTR and improves productivity.
6. Reduce Costs
Trouble tickets tend to be very expensive, especially at scale. System downtime slows operations and contributes to lower productivity and profits. Higher MTTR also drives up issue resolution costs.
Augmenting trouble ticketing with AI expedites issue resolution, resulting in greater uptime and output. At the same time, it lowers the cost per trouble ticket, creating a win-win situation.
7. Achieve Personalization
Personalization is critical in today’s customer-centric environment. According to McKinsey, 71% of consumers expect companies to deliver personalized interactions. And 76% experience frustration when this doesn’t happen. In addition, fast-growing companies drive 40% more revenue from personalization than their slow-growing counterparts.
AI enables chatbots to personalize every interaction using automation. Using bots, it’s possible to authenticate user sessions, reach into third-party software solutions, and retrieve information like account balances, holds, statuses, and more. As a result, bots can facilitate conversations that are more personal, engaging, and impactful.
8. Drive Revenue
Help desks often deal directly with customers and wind up taking on customer service roles, meaning IT workers must be able to communicate with customers and provide recommendations.
AI empowers help desks by providing them with the intelligence to recommend similar products and identify upsell opportunities. As such, AI can potentially transform IT from a money pit into a money-maker.
Ivy Enables Next-Gen IT Automation
Ivy makes it easy to integrate customized, intelligent chatbots directly into IT workflows. With the help of Ivy, your company can deliver personalized care that closely mirrors human-to-human interactions—all without breaking the bank.
To learn more about how Ivy can transform your IT help desk and help your organization get to the next level, schedule a demo today.