The average cost of manually handling service desk tickets comes out to $22. However, by automating the process, more than 22% of the tickets are handled completely free of cost. This was published in a report on Finances online.
Now with majority of the companies looking for cost cutting and working efficiently, this comes in as a big boon. Service requests are are one of the most crucial aspects of IT teams and help desk. They serve as connectors between the customers and the service providers.
In this article, we will explore the impact of automation on a service desk. Additionally, practical use cases provide you with practical knowledge of the automation functionality in various industries.
What is Service Desk Automation?
Service desk automation refers to the process of simplifying and streamlining the service desk process with the help of workflow automation software. With Artificial Intelligent functionalities, service desk automation help in resolving service tickets at the earliest.
Helpdesk automation is continually evolving, thereby, supporting the drastic changes in the requests of the users. As the system becomes additionally intelligent, various requests are resolved at a considerably quick pace.
At Kenyt.ai, we provide businesses with customized solutions for various customer help desk requirements. Our Support AI Assistant will help in improving the overall functioning and efficiency of the business.
What impact does automation have on a service desk?
The most primary impact of service desk automation is improved customer experience. The efficiency and the overall productivity of the help desk is also improved. The impact of automation on service desk is in the form of
In this section we will explore the impact of automation in a service desk in detail along with various use cases.
1. Enhanced customer experience
The significant role of automation comes in the form of enhancing the customer experience. Customers are able to register tickets with ease. Service request forms gather all the necessary information and froward the tickets to the respective teams.
Further, automation in help desk would provides customers with the necessary updates and reminders related to the progress of the tickets. This would lower the anxiety of the customers and ensure that they wait patiently for the satisfactory completion of the ticket.
Automation in service desk are seen in our day-to-day life. One of the most common example refers to the interaction with an e-commerce website. Not only will they provide an effective solution to the query, but continue to update you regarding progress. This ensures that the customers remain loyal to the business and improves the overall satisfaction.
2. Improved engagement
With the introduction of AI technology in automated help desks, the system have the ability to record the pattern of interaction of various customers. This provides the system with the ability to quickly provides users with the necessary solutions.
A simple use case would highlight the lower manual resources spent in solving incoming queries from various customers. This frees up the technical teams to concentrate on typical tasks while the automated help desks solves customer issues.
With the incorporation of AI, automated help desks respond in a more human-like tone. This makes the customers comfortable while interacting with the virtual help desks.
3. Higher efficiency and productivity
Automation in service desks helps in improving the efficiency of the businesses. This is possible on two aspects. First the automated help desk automatically sorts different incoming queries on the basis of their technicality and assigns it to the respective teams.
Second, the help desk record past interaction and uses that data as a source to improve future interactions. This minimizes the effort from the customers to register an issue.
For businesses providing multiple services or user goods automated help desks play a crucial role in transferring incoming requests to the respective departments. This plays a crucial role in quick resolutions and lower waiting periods.
4. Consistency in the process
Automation in the help desk will provide consistent to replies to your customers. Unlike manual response where there are chances fro variations, automated help desks will provide consistent replies even after multiple queries.
Automated help desks are also not affected by redundant and repetitive queries. This increase the overall customer satisfaction too.
5. Quick response
With the incorporation of AI in customer service desks, customers can receive effective solutions rapidly. this is because the data source of the service desk is large. Quick response also means that customers get satisfactory results immediately.
unlike traditional customer service desk that take time for replies, automated service desk quickly streamline incoming queries, thereby, significantly, lowering the response time.
6. Accurate replies
Automated help desks provide customers with accurate replies. Unlike traditional help desks, where the replies are from agents which can in some cases be inaccurate. AI powered help desks not only solve incoming queries on time, but also provide accurate replies. This is because these system receive information from a large data pool.
The accuracy of the automated help desk also increases the engagement of the users and their loyalty towards the brand.
7. Effectively route conversations
Automated help desk streamline incoming queries to different departments as per the requests. This helps in providing effective solutions to incoming queries at the earliest. Unlike traditional help desk that required manual resource for routing conversations, automated help desk can save resource, by routing conversation automatically.
This not only saves time but also adds up to your financial savings. This is one key impact of automation of help desk that is directly proportional to the financial expenditure.
What is the need for service desk automation?
Traditionally service desk automation consists of a combination of phone calls, emails, spreadsheets, and a lot of other sources. This involves a considerable high usage of resources to solve typical queries.
While automating the process, the system receive incoming requests in the form of a digital form. The system automatically routed various requests to the respective teams as per the nature of the request. this saves time in sorting the requests and helps team members work on the tasks as per requirements. Further, the system can allot a fixed time to complete the particular task.
The need for service desk automation can be highlighted in the form of –
1. Reduced errors
Automated help desks rely on service forms to take in service requests. This ensures that customers fill up all the desired information before submitting a form. This means that for common troubleshooting issues, the system provides the customers with the necessary information immediately. Service requests are registered only for typical issues that requires technical support.
With effectively registering incoming requests and assigning the requests to the designated team, automation minimizes the errors that creep in due to technical mismatch.
2. Utilize resources effectively
Automation ensures that incoming service requests are assigned to technical teams as per the nature of the request. By overcoming the manual requirement to assign tasks to various teams, automation will ensure that teams spend the right amount of time on various service task requests.
Further, automation will also provide you with the ability to continuously improve the workflow. The performance reports will help you streamline various teams and allocate resources to different teams accordingly.
3. Lower manual efforts
Traditional help desk required man power to streamline incoming requests to various technical teams. Whereas in automated help desks, incoming requests are sorted and assigned to various teams with the help of AI.
Further, the incoming requests are registered in the form of forms. This ensures that all the necessary information are collected from the customers. Therefore, enabling the technical team to solve the issues with ease.
Related Must read: The role of AI in customer service.
As new technologies emerge, the scope for helpdesk automation increases. Let us have a quick look at the future trends that are going to take over the field of help desk automation in the upcoming years.
Future trends in helpdesk automation
1. Integration of IoT
The integration of IoT will play a crucial role in proactive issue resolution and advanced diagnostics. This integration will help in monitoring systems in real-time and quickly solve issues. The number of escalations will be significantly reduced.
Further, IoT will play a crucial role in predictive maintenance. This means systems will notify users of issues that might come up in the near future. Therefore, the users can save downtime and have effective troubleshooting help.
2. Personalization
Artificial Intelligence will focus primarily on the customers. This will be able to record past experience and use them to optimize the system for future usage. While leveraging customer experience, systems will be provide personalized and tailored responses to different users.
Further, this will enable to system to predict incoming queries and provide effective solutions to customers before hand. This will significantly improve the overall engagement and satisfaction of the customers.
3. Data privacy
As the interaction of the customers with the help desk increases, the chances of various customers sharing private information also goes up. In order to keep the private information safe, the security protocols are enhanced continuously.
Further differential privacy is taking up top spot that ensures complete privacy to the user information while providing the necessary information for trend analysis and necessary insights.
Conclusion
Automation in service desks provides users with the ability to receive quick and effective resolutions to various issues. This helps in increasing the overall smartness and efficiency of the team.
At Kenyt.ai we are dedicated to providing businesses with powerful and automated systems for manning the service desks. Contact our team for a free demo and explore the key functionalities of our platform.
Frequently Asked Questions
Automation streamlines repetitive tasks, lowers manual effort, and helps in solving issues at the earliest. By assigning technical queries to the designated teams, automation ensures quicker issue resolution and higher customer satisfaction.
Service desk automation lowers the time to solve technical queries, streamline support processes, increases efficiency, and provides solutions at the earliest. This also lowers technical errors and helps teams to focus on typical tasks
Notifications help the automated helpdesk to alert team members and users of incoming requests. effective notifications and timely reminders serve as reminders for efficient responses and seamless customer responses.
Automation helps in bringing service requests closer to the users. Automated systems are effective in understanding patterns and personalization. This lowers the dependence on manual labor and help in creating a balance between effective engagement and efficiency.
About the Author
Aaron Jebin
Aaron Jebin is an enthusiastic SAAS technical content writer interested in writing for new and existing technologies, platforms, and tools. With an experience of over 4 years in technical writing, he is keenly focused on developing articles to provide readers with complete solutions to the common problems that arise in the everyday workplace. His writing mostly focused on team building, work ethics, business analysis, project management, automation, AI, customer and employee engagement methodologies. He has an interest in baking cakes and making stained glass art. He is currently honing his drifting skills.