Intelligent automation, AI, and chatbot technologies
Automation is being integrated into the service desk to provide faster and more efficient service as it helps streamline processes, reduce errors, and save time. Organizations can achieve quicker responses to inquiries and more efficient handling of tasks such as resetting passwords, creating new accounts, and managing software updates.
Intelligent virtual assistants (IVA) also augment automation in the service desk workflow. Empowered with natural language understanding (NLU) capabilities, IVAs can further enhance the self-service capabilities with keywords and phrases from the organization’s knowledge base.
AI- and ML-driven hyper-automation can automate mundane and repetitive tasks, identify patterns and anomalies, and streamline operations. Hyper-automation can improve the employee experience by automating the service processes. ML algorithms can identify trends by analyzing employee information. Also, ML algorithms and techniques such as clustering or classification can identify trends by analyzing employee information. By clustering or classifying employees together, the algorithm can identify patterns and trends that might not be apparent when looking at individual employees, thereby enabling organizations to target specific activities or incentives toward that group.
Self-service is the way forward
The traditional help desk is also poised to transition from a transactional first-level IT support to a zero-touch service desk, implying an intelligent, automated approach to resolving issues with as little human involvement as possible. With this, organizations will steadily move towards self-service solutions enabling employees to access needed services wherever and whenever. Self-service will be especially beneficial for large organizations with multiple geo locations or employee bases, giving IT workers more time to focus on complex issues.
Examples of self-service options in service desks of the future include virtual agents, chatbots, and automated systems that can reply to customer inquiries. These solutions will let employees access required information easily, cutting down on wait times and increasing employee satisfaction. Overall, self-service solutions will make the services more cost-effective, while enhancing the employee experience.
Personalization of the employee experience
The one-size-fits-all era has ended. The service desk of the future will incorporate persona-driven methodology to create user profiles of the employees based on their roles, devices used, and workloads, for instance. The profiles can further hyper-personalize the resolutions offered based on the key parameters.
Personalizing the service desk involves tailoring it to meet the unique needs of everyone. This can include customizing the service desk interface, personalizing service requests, and providing customized responses. By using employee data, service desk teams can also create more efficient processes such as automated ticket routing and automated response systems, ensuring the best possible service for each employee.