Since the pandemic, IT help desks have been overwhelmed with requests for assistance. Help desk ticket volumes grew 35%, causing ticket backlogs, time to resolution, and support costs to grow. For many companies, this influx of requests and now working remote has accelerated the need for digital-first solutions.
With a platform of conversational AI capabilities, IT help desks can automate and optimize the entire IT help desk experience, from self-service to staff-assisted service to post-interaction analytics.
This infographic illustrates how Conversational AI:
- Help the IT help desk resolve issues faster by understanding employees’ real intent.
- Offload interactions while accelerating resolution.
- Monitor and score quality and provide feedback to staff and supervisors.
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