How Artificial Intelligence Is Helping the IT Help Desk?

Artificial intelligence (AI) and machine learning (ML) seem to be popping up everywhere these days, and IT support is no exception. Experts believe that various forms of AI will be an essential component of helpdesks for years to come.

IT self-service is not new. Recently, however, chatbots and smart search recommendations have become much more sophisticated to help guide users to the right solution. AI is expected to increase support IT support teams in other ways, such as incident management, demand planning, and predictive analytics to improve workflow.

One of the most significant benefits of artificial intelligence on the help desk and overall IT support capabilities is that it "can eliminate the manual overhead associated with high-volume, low-value service desk activities. "In many ways, it resembles the more familiar IT automation of repetitive tasks, allowing people to focus on higher value-added activities."

According to DC's Kalvar, chatbots, knowledge healing, and incident/request routing are three main categories of artificial intelligence features vendors are currently working on with proprietary helpdesk software. 

The Three Main Categories Of An Artificial Intelligence Bot For Your IT Help Desk Needs:

1) Understanding of business language

Just as help desk service professionals are trained to provide consistent and relevant support for handling service requests, AI bots must be prepared to understand company-specific language. AI robots must use a business language model (ELM) similar to an IT service manual or a company-specific knowledge base.

The ELM represents the language (co-language, acronym, cryptic notation, terminology, company terminology, and domain-specific vocabulary) and intent (or intent to abbreviate) that is always expressed in requests for IT technical support. Therefore, understanding conversations using ELM is the first step towards AI business applications.

2. Interaction with users.

Once you have a robust ELM, you need to decide how your AI bot will interact within the enterprise IT help desk environment. AI robots can act as AI workers or AI assistants.

AI workers Or AI assistants

AI workers do not include step-by-step conversations with the user. Bots are implemented directly in IT help desk software (ServiceNow, Ivanti, Remedy, or email server) used to capture incidents, making them invisible to the user. AI workers are simply trained to resolve incidents/service requests fully or simply pre-process so that human agents can determine fines. If an AI worker is trained to resolve an incident, the AI worker will act accordingly. Otherwise, a rational agent returns the ticket to the queue for action.

AI assistants engage in step-by-step conversations with users. Think of it as a Level 1 support assistant that interacts with users and solves trained problems quickly. If you are not prepared for a specific service request, record the ticket and assign it to a personal support assistant for follow-up.

3. Function to Satisfy the Service Request

Undercover of the AI robot, you must place workflows to perform related tasks and business processes. There are two ways for AI workers to create these workflows to meet back-office demands.

1. Use the FAQ Knowledge Base
2. Use robotic process automation (RPA) and API

FAQ Knowledge Base and RPA / API

ELM alone is not enough for AI bots to understand service requests. Many IT help desk tickets extract multiple complex entities (parameters associated with the application) from the card and call the RPA / API to perform the back-end functions.

Here's a service request that includes the FAQ Knowledge Base:

"I need to change the phone."

AI robots extract the intention of "telephone exchange" and provide relevant support links from the corporate knowledge base. AI Bot can take it a step further by mining phone entities (iPhone, Galaxy S6, Pixel 2, etc.) to direct users to more specific support articles or top-level support engineers.

The service requests for RPA are as follows:

"Allow access to the deferred channel scrum."

This involves extracting the "scrum" and "slack" entities from the request, the ticket username, and calling the RPA to execute the application.

Parlo seamlessly connects with business knowledge bases, RPAs, and APIs to meet the daily demands of the IT help desk and create the right workflow within the chatbot platform.

conclusion

Bots with artificial intelligence and cognitive automation are driving digital transformation for all businesses. Now is the time to embrace this technology and use AI robots to automate help desk support services.

1. Getting started is always a challenge, so make sure your AI robot solution covers three key issues.
2. Understand business languages ​​with sparse and dense data
3. Interact with users by interacting with freelance AI workers or AI assistants.

Ability to meet back office requirements using the FAQ Knowledge Base, RPA or API

If done correctly, users will see faster incident resolution, which can significantly reduce operating costs.