IT leaders are adopting AI to reduce ticket resolution time by 40-90% and using virtual service agents to deflect 30-60% of tickets.
40-90% Faster Resolution
30-60% Ticket Deflection
Save 4-7 Minutes Per Ticket
IT service desks are facing increased demand while supporting more applications than ever, and struggling to keep up. By introducing AI, ITSM platforms can now help mitigate these issues.
AI is changing how the IT service desk operates. AI ITSM is helping technicians resolve tickets faster with Virtual Service Agents deflecting tickets at a rate of 30-60 percent. With 40-90% faster resolution, technicians can now focus on more critical tickets, allowing them to deliver faster, more in-depth service.
“The virtual service agent can handle up to 60% of the questions our help desk staff are getting now.”
Jason Pelletier
Senior director of Client Services and Technology
Bowdoin College
Leaning into self-service, modern IT Service Management (ITSM) solutions offer a fast and efficient way for customers to resolve their issues without relying on the IT service desk.
Typically, organizations begin by building an end-user portal with a knowledge base, followed by the introduction of chatbots. But these chatbots often fall flat as they do nothing more than query the knowledge base.
By leveraging enterprise integration, action-based automation and the use of a centralized AI-powered Intent Matching Agent, IT teams are finding that the virtual service agents are able to now deflect 30-60% of tickets.
Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.
CUSTOMER STORY
CUSTOMER STORY
Conversational AI Virtual Service Agents can understand and respond to user queries in natural language. Their primary role in IT Service Management is to provide quick, efficient support to end-users by resolving common issues, answering questions and guiding users through various processes.
By incorporating conversational AI virtual agents into your self-service portal, you can significantly enhance the overall user experience and streamline your IT support operations. You can also deflect tickets, requests and calls/emails from your IT help desk.
With TeamDynamix Conversational AI Virtual Support Agent, you get a smart chat solution that utilizes an Intent Matching Agent, built on an integration and automation platform. This allows your end-users to take action from your chat. The Intent Matching Agent pairs intents through various channels (chat, Teams, Slack, SMS and more) and intelligently addresses questions with answers, automated fulfillment, or clarifying discovery questions to determine an appropriate path.
State of Conversational AI Market Study
InformationWeek
Conversational AI Virtual Service Agents offer instant support 24/7, providing users with quick, accurate, and consistent responses. This leads to higher user satisfaction and increased customer loyalty.
In addition, Virtual Service Agents can significantly reduce the time it takes to resolve issues by providing accurate information and guiding users through troubleshooting steps.
By pairing integration and automation with Virtual Service Agents, you can personalize the interaction and initiate resolution.
Conversational AI Virtual Service Agents can integrate with backend systems and resolve problems directly in chat.
By leveraging automation with integration, Virtual Service Agents can resolve issues without the need for a ticket or technician.
Get automated intent matching with quick and easy administration of intent pairings, reducing the time needed to get up and running with chat.
User personalization gives your Virtual Service Agent a competitive advantage. With TeamDynamix conversational AI, users are authenticated. With this, you can use grab-and-go connectors to gather relevant data from enterprise systems to personalize the service experience.
HR data, asset data, and facilities data are examples of how you can personalize the experience, making the chat more meaningful with integration and automation.
There is nothing quite so powerful as the voice of the customer which is why so many leverage the annual Gartner Voice of the Customer report for IT Service Management. A culmination of customer reviews over the past 18 months—this report offers a complete view of the ITSM marketplace.
Because conversational AI virtual service agents understand intent, they are much more effective when it comes to assisting customers and end users. For example, when using traditional chat, if you say “My password broke,” it would likely be confused and ask you to restate your problem. But with conversational AI, it can infer your intent and know that you mean your password isn’t working and automatically send a reset password link to the email on file.
With AI Service Assist, AI helps technicians become more productive. By AI offering resolutions and helpful KB articles within the ticket window on the backend, technicians can save 4-7 minutes per ticket, resulting in 40-90% faster resolution.
On the backend, virtual service agents can pull the email address needed from the system where it’s stored and automatically send a password reset email—resolving the issue within the conversation in seconds. No ticket needed.
Ticket resolution suggestions, field value suggestions and KB content creation are just a few of the ways that AI is fundamentally changing the IT service desk and evolving ITSM – ultimately driving faster, better IT service for all.
Logan Tong
User Support Specialist
University of North Dakota
Unlock the power of seamless service delivery, intelligent AI solutions and automated efficiency. Take your enterprise to new heights with TeamDynamix.
