Rethinking Service Desk using AI
AI solutions to improve IT service desk experience for employees
Conversational AI Past and Present For this first edition of “Rethinking Service Desk Using AI” report, Avaamo conducted a survey of more than 4,000 IT professionals across 15 countries to discover insights and trends in the Service Desk space. We also wanted to understand their perceptions of virtual assistants and gauge any future plans for incorporating conversational AI into their workflows. The Future of Service Desk The advantage of having a virtual agent in Service Desk goes beyond unloading mundane but critical workflows. By automating repetitive tasks in the Service desk, IT personnel can focus on higher-value work such as taking proactive measures that reduce security risks and network outages. Employees can utilize self-service options to get the answers they need, fast. And organizations reap the benefits of higher worker productivity and lower operational costs. The future of Service Desk is one in which AI-powered assistants work alongside IT to deliver round-the-clock support and access to relevant information. That future is now. The technology that powers virtual assistants — conversational AI — has come a long way in recent years. Unlike first-generation chatbots that only knew how to perform basic transactions, today’s virtual assistants are far more advanced, have greater capabilities, and are able to automate a broad range of functions. These advances have spurred top decision makers to invest in conversational AI — and now, they are looking for affordable, easy to implement solutions.
