The IT helpdesk needs help
IT issues are routine and truth be told, no employee ever reads the FAQ’s and guides. So unless your firm is really small (~50 employees), the IT helpdesk on any weekday can easily be mistaken for a fish market. Ironically, it is now your IT helpdesk that requires help. So how did we get to such a rock and a hard place situation?
Just a cost center?
It all starts with the IT helpdesk being viewed as merely an overhead cost eating into the hard-earned profits. IT department is often neglected when it comes to upgrading technology as there is no tangible benefit, or is there? By empowering the helpdesk with the latest software or hardware you can improve the performance of every other technology investments. Today, the latest advances in machine learning, artificial intelligence, and natural language processing present a compelling business case for you to improve IT helpdesk.
Hammer in your hand
As they say, “When all you have is a hammer, everything looks like a nail.” The emergence of AI and Machine learning has opened up myriad possibilities in every sphere. Targets now look reachable, data accountable and business doable. However we need to accept these technologies for what they are, i.e. ‘possibilities’ and work towards what can be realistically achieved with them. For all we know, AI has already started delivering and how? The answer lies in virtual cognitive assistants. They are smart, super-fast, ever learning and automates close to 80 % of repetitive IT Helpdesk tasks. With such a hammer in hand, don’t you feel like the mighty Thor!
It’s David vs Goliath
So the natural question that would come to your mind is “How much will such virtual assistants cost?” Well, it’s ridiculously lesser. Get a quote and you will be surprised. It takes a lot of time, money and effort to hire and train staff as well as build the whole infrastructure. Just a handful of individuals can cost you thousands of dollars (including attrition, a nightmare I must add). AI assistants, on the other hand, cost a mere fraction of your current spends on IT support teams. Believe me or just get a quote and see for yourself.
James to the rescue
A sensible solution would be automating responses to common queries through AI enabled virtual assistants. This would reduce both cost incurred and time spent, exactly what James as an AI-powered virtual IT assistant is designed for. James is a pre-trained intelligent virtual person stuffed with domain specific knowledge base. James takes over the same routine customer requests, enabling support staff to work on more complex queries at hand.
James means business
James can speed up the resolution process by discovering and delivering solutions in time on behalf of agents, this raises the First Contact Resolution (FCR) percentages (I am talking about the upper 80’s). Also, its deep learning prowess enables customer support to be ready for tough challenges that chat-bots sometimes fail to address. One of the surprising benefits of onboarding James is the independence from time constraints. James is available 24/7 to address incoming queries which result in no wait time, quick resolution, enhanced satisfaction and increased brand reputation. Moreover, James as a virtual person eliminates all biases and is able to surpass all negative human emotions. Anger, annoyance, aggression to name a few. With such reliability and precision, James is an exemplary cognitive assistant who proves the usefulness of technologies like AI, ML, and NLP. You can learn more about James here.