The power of chatbots and AI within the service desk is growing. Chatbots will be able to handle intelligent handoff to a service desk agent, but those agents will also be using internal chatbots themselves to speed up a wide range of tasks.
It might be supporting them via the knowledge base, carrying out verifications, fulfilling requests in the background or automating and simplifying repetitive tasks.
If it’s a complex fix that they would normally pass down to a second or third line engineer, the right chatbot support could help them remedy the incident themselves.
What can often prevent service desks fixing certain issues is the complexity and high-level nature of the rights needed.
It’s not feasible to be giving those rights to dozens of different agents every day, especially when using them incorrectly could create an even bigger problem.
But issuing a command to a chatbot that does have the rights, and knows how to do the job safely, not only solves that problem, but shifts the burden of the work away from second and third line engineers.
Internal chatbots have the potential to drive efficiency, speed and cost saving by accelerating access to greater knowledge and resources and putting technology at the heart of everything we do.
Today, if there’s a change in process, you will likely need to re-educate the service desk and retrain many of your users. But where AI and automation can change that process in the background, then the command remains the same.
While the service desk of the future is not here just yet, it's vital you invest heavily in both technology and people to ensure you can continue to deliver exceptional service to your customers.