How Using Conversational AI to Enhance IT Support can Improve your Company

The New Normal:

Due to the social isolation measures put in place for the COVID-19 pandemic, companies are changing the way they do business. These changes stretch into the foreseeable future, and companies are adapting as a result. Below is a list of some of the ways that “the new normal” is the changing business. Please note that this list, in addition to the subsequent lists in this article, are not exhaustive.

  • Help desk and call center employees are working from home
  • Constrained budgets
  • Messaging is reaching 50% of total contact volume
  • Office employees are working from home
  • Customers are concerned with their help, meaning fewer face-to-face transactions
  • Internet services are more essential than ever, as customer’s salaries depend on it
Virtual assistant powered IT support allows for improved user experience on both the IT agent, and user side. The user is able to access automated self-service for inquiries of lower complexity, and the agent is assisted in order to answer the more complex inquiries that may arise. 
 

Benefits of Bots:

Bots have a number of features that increase both customer and employee satisfaction. Below are some examples of how using conversational AI to strengthen IT assistance enhances experience for all parties involved. 

  • 24/7 Availability: Bots can provide round-the-clock IT support access, increasing productivity.
  • Proactive engagement: Bots are able to predict and report tickets, saving time and costs by preventing major problems and outages.
  • Optimization: Bots can deflect simple, routine tickets, lowering costs and allowing live agents to focus their energy on more complex tickets, optimizing their time.
  • Faster resolution: Bots increase overall resolution rate, as well as ticket resolution rate. 

Proven Use Cases:

There are a number of potential uses for IT assistance bots, below are some examples. 

  • Improves self service: Routine incidents and service requests are answered by bots, as well as the capability of smart suggestion of relevant self-help articles. 
  • Helps agents be more efficient: Bot can assist agents by preparing help desk volume reports, broadcasting messages across the organization, and proactively informing agents about major issues.
  • Enables improved knowledge management: Bots are extremely helpful in self-help and ticket deflation. Additionally, it allows for intelligent search, smart solution suggestion, gap identification and creation of solution articles. 
  • Assists with tickets: Categorization of tickets is a low level and time consuming task for live agents, that can easily be done by a bot. A bot can sort tickets to the corresponding agent group, resolve simpler tickets itself, and escalate only when required.
  • Deflects common low-level inquiries: Bot can manage common inquiries such as password resets. Access provisioning and deprovisioning can be done by your bot, by identifying the request and requester and quickly sending approval requests to corresponding managers. Additionally, workflow automation can be done by automatically notifying relevant approvers. 

Is an IT assistance bot right for me? 

In order to determine whether the use of conversational AI to enhance IT assistance, there are a number of possible metrics one could use to determine value. Below are some examples.

  • Cost reduction: Deflecting live chats, email, and phone support through self-service automation reduces operational costs for your organization. Optimization is typically an ongoing expense for companies that purchase conversational AI, but Wysdom’s optimization team eliminates this consideration. 
  • Growth support: Bots handle more interactions and solve more tickets without increasing costs. 
  • Employee satisfaction: As bots can solve and deflect simpler tickets, live agents will be able to focus their energy on more complex tickets, reducing the monotony of their work and raising morale. 

If you are interested in discovering more ways an IT assistance bot can enhance your organization, contact us. 

 

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.