Service desk or helpdesk is an integral part of any firm and is the first point of contact (PoC) for any IT related issues and requests. It provides assistance in troubleshooting, gets answers to questions, and solves known problems. It ensures that proper mechanisms are in place for the data to be analyzed, produced, and distributed seamlessly. The primary functions of the service desk are incident control, life cycle management of all service requests, and communication with customers/users.
More than 25% of a service desk engineer’s time is spent on repetitive tasks on a daily basis. Any firm with its best people spending days each week on routine work will eventually either lose the potential for proactive projects or lose the people, or perhaps both.
Need for Automation:
Highly skilled IT Engineers are any firm’s biggest assets and automation will help in utilizing their time effectively in the direction of creativity ultimately resulting in the firm’s growth. We can automate various business functions (converting work traditionally done by humans into software) so that the software runs largely without direct human involvement to execute those functions.
Software robot for service desk is a result of continuous research in converting human responses into scripts to create human-machine interaction with the illusion of human-human interaction.
The robo service desk system can react not only to events and alerts but also to manual and vocal interventions. These systems can learn jobs, reply to e-mail, answer phone calls, and hold conversations. It can also learn the task performed from the live environment and execute the same.
The software can resolve most of the issues independently and if at all it is unable to resolve, it will look for the best engineer to resolve the issue from the database and transfer the call to the same person. Next time if the same issue comes, software will remember what to do or reply.
In addition, this software is able to resolve two-thirds of the customer inquiries without any human involvement. Because of these key features, many companies are being attracted to the software robot.
Benefits of Software robots:
One of the common requests across all the firms is password unlocks and password reset request from end-users who have lost their passwords. More than a quarter of the time is spent on resolving these requests. The robo technician will automatically reset/unlock the password as per user’s request without any human involvement. It automatically connects to Active Directory, resets the password, and closes the request.
The software robots for IT infrastructure management is going to be an important milestone as toughest issues can be resolved in seconds wherein a human engineer would take several minutes to understand the issues.
However, one may be inquisitive and apprehensive about the introduction of this artificial intelligence or robo service desk operation as this is going to perform most of the IT and Business process related tasks.
Customer service and satisfaction is the key factor for any service industry. Will the robo service desk really help end users resolve their issues faster? Will the robo service desk’s artificial intelligence help us bring a better environment in real-time? We will have to wait and watch how the robo service desk will help us achieve customer delight.
An Article by Vijetha Kulal