How is AI making the ‘Helpdesk’ solutions more powerful?

Artificial Intelligence is no more a new or rare term. The importance of AI or artificial intelligence is increasing with every passing day. It is attracting sectors to optimize their working and adhere to customer expectations. Artificial intelligence has found a profound place in our personal and professional lives. From AI-based devices like Google Assistant and Alexa to embedded AI functionalities in software, it has touched various aspects.

According to Gartner, by 2021, artificial intelligence will be a key factor in the 40% of new enterprise applications implemented by service providers.

Customer service is no exception. Off lately, more and more businesses are citing the use of AI to improve their helpdesk solutions. The technology offering is of benefit to both- employees and customers. And ultimately, it benefits the business as a whole.

In our latest post, we mentioned the important factors to be considered while selecting the right helpdesk solution. AI drives automation. It aims to reduce repetitive work and guides a focused approach to decision-making. Continuing this further, AI customer service is gaining attention as businesses turn towards being customer-centric and leveraging the technology.

Helpdesk solutions aim to support employees to deliver excellent customer service. AI customer service can help a business to achieve high productivity and meet customer expectations. The role of AI in making helpdesk solution powerful-

Quick and Accurate Response

Being ‘Instant’ is the way to ‘Wow’ your customers. AI enables instant communication. For instance, the automated response sent to the customer as soon as the request is received. The customer will get acknowledgment, complete information about estimated time to solve the problem and possible alternatives. Considering the reference of past communication, the AI-enabled interaction will also ensure accurate answers.

Customers can also expect smart self-service. The growing popularity of self-service channels has made it mandatory for many businesses to provide a self-service channel. Using AI, the self-service channels are made more powerful. It includes more features to handle requests and complete a transaction than involving human agents. It can also capture feedback, ratings, and suggestions to bring necessary improvements.

Intelligent Search and Knowledge Management

Knowledge is power. And AI empowers this power to maximize customer satisfaction and enhance agent productivity. AI makes extensive use of data to learn and adapt. The whole treasure of communication, information, tasks, and tickets is captured in the database. A customer himself or the agent can look up and search to get refined and accurate results in no time.

Agents or customers accessing the knowledge base will be able to see the results based on their past interactions and possible answers as per their request. The data in the form of text, images, videos, tutorials, and charts are accessible all the time. Agents can use the rich knowledge base to guide the customers in the most helpful way in no time. Thus, it leads to increased customer satisfaction and reduced repetitive calls.

Automated Workflows

AI customer service is great because of high-degree of automation. It aims to supplement the human work rather than replacing it. For example, AI can resolve most of the Level 1 incidents or common queries without human agents. On the other side, the human agents can focus on more business-intensive tasks. There is no need for employees to waste their time to attend issues like resetting the password. AI does it well with Chatbots or virtual agents!

Artificial intelligence makes helpdesk a powerful platform by integrating it with other systems. It decides the best course of action for a particular ticket. It does this based on the collected data. To solve a particular issue, it automates actions and connects with other systems seamlessly. Hence, it reduces human efforts to a greater extent while accelerating resolution.

Predictive Analysis and Proactive Services

It’s always amazing to anticipate and solve an issue before it occurs or before any significant damage. AI customer service is all about being proactive than reactive. As mentioned earlier, it collects and consolidates a huge amount of data. Predictive analysis of the data supports proactive actions. Learning from the patterns of problems and their occurrences, it can state what’s next in the row.

We are familiar with the concept of songs or places suggestion based on our activities. Like that, helpdesk becomes more powerful with AI. It anticipates the upcoming issues and suggests timely actions. It is also helpful in predicting the workloads and future workforce needs to fulfil customer requests.

Gain the ‘Real’ Benefits with the ‘Artificial’ tech!

Every business aims to survive in the market, earn customer retention and build a powerful workforce. To make it happen, it needs to use the right technology. Or rather, infuse technology into its processes and solutions. In fact, by 2021, 30% of large companies will adopt the smart machine services as they become mainstream espousal. Smart machines and AI will go hand-in-hand to improve services.

AI customer service concept will empower the helpdesk solutions making it more intuitive and helpful for the customers. It will not substitute humans, but, support them for a better outcome.

AI is all yours!