[Blog] The 4 key elements of modernized ServiceDesk
Choosing the right ServiceDesk for your organization can be challenging. There are abundant software and umpteen of potential features to consider. We tend to get caught up in the excitement of assuming how all of those features might help to build a thriving ServiceDesk team.
But the reality is that more features often lead to more complications. In the end, it's usually better to find ServiceDesk software with the exact features your team would need rather than every feature your team has never needed. To find out exactly what features your team would need, it’s best to sit down with your ServiceDesk team and weigh up features that are really needed for your team.
In this post, I'm going to explain the Key Factors that define the Modern ServiceDesk:
Artificial Intelligence:
AI's influence on Service Desk only continues to evolve with each passing day. Cognitive technologies like Machine learning, deep learning, natural language processing have translated to chatbots, virtual assistants, intelligent routing, user sentiment analysis, predictive analytics, contextual knowledge, and a whole lot more in service desks. Put to use correctly, AI can help reduce costs, increase agent productivity, help forecast IT issues, identify problems, manage changes better, and improve key metrics including resolution times and SLA compliance level.
The use of AI and its integration in the platforms have helped leverage the power of analytics and statistics. Artificial intelligence has enabled organizations to act proactively towards any barriers and solve the issues instantaneously.
Chatbots:
The popularity of chatbots has soared in recent years. According to Gartner, AI chatbots will handle up to 85% of customer service interactions within just a year.
The conversational interaction between users and the chatbot encourages the users to use self-service portals more often as it can provide the most accurate and relatable resolutions to the given query instantly with natural language processors and up-to-date knowledge inventory.
Integrations:
Integrating ServiceDesk with other tools you use every day eliminates the need of switching between tools. Whether the user is on a laptop or mobile, integrations help users work seamlessly and effectively.
Automation:
By automating various ServiceDesk common processes, the responsibility of handling repetitive and simple tasks such as assignment, automated notification, and categorization can be shifted away from your technicians and allow them to focus on more important tasks. It helps reduce errors and costs to ensure a faster turnaround in your ticket management processes.
Improving service is the ultimate goal for ITSM teams and service desk managers. Choose the right ServiceDesk tool enabled with cognitive technologies to deliver ever-better service with a thriving ServiceDesk team. Click here to download and try our ServiceDesk Plus.
We hope you find this post useful. Check our previous article for the best practices to boost the First Call Resolution (FCR) rate.