7 Ways Artificial Intelligence Can Improve Help Desk Management

Neeraj Shukla
By Neeraj Shukla | Last Updated on March 23rd, 2024 2:18 pm

As businesses experience growth, the challenges faced by their help desk management can escalate significantly due to the increased volume of inquiries from both internal and external customers. Artificial Intelligence (AI) emerges as a potent solution to streamline and enhance help desk operations. With the help of AI-powered helpdesk software, organizations can transform their customer support processes, making them more efficient, responsive, and proactive.

According to a study by HubSpot in 2020, 93% of customer support teams reported that consumer expectations are higher than ever. To meet these increasing expectations and provide more efficient and effective support, many organizations are turning to AI-powered helpdesk solutions.

Here are 7 Ways How Artificial Intelligence Can Improve Help Desk Management:

  1. Automated Ticket Resolution
    2. One of the significant advantages of incorporating AI into help desk management is the ability to automate ticket resolution processes. AI-powered chatbots, coupled with comprehensive self-help portals, excel at efficiently addressing routine inquiries, thereby effectively decreasing the overall volume of support tickets. This, in turn, liberates human agents to concentrate their expertise and efforts on more intricate and challenging issues that require a personalized touch. This strategic utilization of AI not only enhances operational efficiency but also contributes to elevated customer satisfaction levels, positioning businesses for long-term success and competitiveness in a rapidly evolving marketplace. According to a CNBC report, it is projected that a substantial portion of help desk requests, ranging from 75% to 90%, will be efficiently addressed by advanced chatbots and AI-powered solutions by the year 2024. This trend underscores the growing reliance on automation and artificial intelligence in optimizing help desk operations, ultimately leading to more streamlined and efficient customer support processes.
  2. Enhance Cost Efficiency and Resource Utilization
    3. Leveraging AI-Powered Helpdesk Software for Improved Cost Efficiency and Resource Utilization The implementation of AI-powered help desk software to diminish the volume of support tickets initiated. This is primarily because the most frequently asked inquiries can be either resolved by a chatbot or readily found by customers on the self-help portal. By harnessing AI-powered helpdesk software, organizations can streamline their support processes and allocate resources more effectively. This automation not only reduces the workload on human agents but also enhances the overall quality of customer service. As a result, businesses can achieve greater cost efficiency, allocate resources more judiciously, and cultivate stronger customer relationships, leading to long-term success in a competitive marketplace. According to MetricNet, the cost-per-ticket for support teams varies significantly, spanning from as low as $2.93 to as high as $49.69, with an average ticket cost of $15.56. Additionally, it's noteworthy that the average cost per minute for handling a ticket stands at $1.60. These statistics highlight the importance of cost optimization and efficiency in support operations.
  3. Automated Segmentation and Request Routing
    4. AI plays a pivotal role in enhancing help desk operations by automating the process of segmenting and prioritizing requests, subsequently assigning them to the most suitable agent or team. When incoming requests are received, AI leverages historical data to assess their urgency and likely resolution, ensuring seamless routing to the appropriate representative. This approach minimizes miscommunication, as AI-driven help desk management tools actively seek out the optimal assistance for each ticket, expediting issue resolution. Automation in categorizing and routing tickets to the correct department or agent significantly enhances overall system efficiency, ultimately elevating customer loyalty scores. The expense incurred for manually managing a help desk ticket stands at $22. Yet, through the power of automation, an impressive 22% of the total service desk tickets were efficiently resolved, incurring nearly negligible costs. This data, as reported by BMC, underscores the significant cost-saving potential of automation in help desk operations.
  4. Empower Customers with Self-Help Resources
    5. As per research conducted by Microsoft, a noteworthy 90% of customers expect that businesses should offer an online self-service knowledge base. This is because customers prefer to proactively seek answers on their own before resorting to contacting a support agent for assistance. To effectively offer self-help resources to your clients, the most efficient approach is to establish an accessible web-based knowledge base. This knowledge repository should encompass vital information that caters to your client's requirements, including help articles, how-to videos, and other DIY guides. These resources empower your customers to independently discover answers to frequently asked questions and effectively address straightforward issues without necessitating direct engagement with your support team.
  5. Help Agents Make Informed Decisions
    6. In the current landscape, AI possesses the capability to thoroughly analyze the background and context of customer requests. When AI-powered bots direct specific inquiries to human staff, these recommendations prove invaluable. While human agents may still prefer to review customer messages or emails for context accuracy, the assistance provided by chatbots significantly expedites their decision-making process. Numerous telecommunications companies have embraced IT Service Management (ITSM) AI systems that empower agents with valuable insights into the customer journey. This includes past support tickets, resolutions offered, pages visited, and previous product purchases. For instance, global management consulting firm BCG has adopted AI in its IT operations, reporting significant progress in its digital transformation journey.
  6. Customer Sentiment Analysis
    7. Customer Sentiment Analysis is a vital component of modern help desk software, offering a deeper understanding of customer emotions and opinions. Such software assists in monitoring and evaluating customer interactions, whether through emails, chat logs, or feedback submissions. By automatically analyzing this data, it determines whether customers are expressing positive, negative, or neutral sentiments. Real-time feedback enables immediate issue resolution when negative sentiments are detected, improving customer satisfaction. Over time, sentiment trends can be tracked to assess support team performance and make necessary improvements. Moreover, sentiment analysis helps in routing inquiries effectively, matching them with the most suitable agents. This proactive approach enhances customer engagement and overall service quality, strengthening customer relationships and ensuring a positive support experience. Research from Bain underscores the significant impact of delightful customer experiences on a business's bottom line. Companies that excel in providing exceptional customer experiences consistently outperform their competitors, enjoying revenue gains ranging from 4% to 8%.
  7. Offer 24×7 Support
    8. Delivering 24x7 support through a help desk system is a strategic imperative for businesses in our interconnected world. Such systems enable continuous accessibility and assistance for customers, regardless of the time of day or location. Customers can submit support requests, inquiries, or issues at any hour, ensuring that their concerns are documented for resolution. Additionally, self-service resources within the help desk, like knowledge bases and FAQs, empower customers to find answers independently, even during non-business hours. Automation features streamline ticket handling, and agent scheduling ensures that support staff are available around the clock. This commitment to 24x7 support enhances customer satisfaction and maintains competitiveness in the modern business landscape. As per Statista, approximately 70% of U.S. customers view the same day as the most satisfactory response time for customer support. Offering round-the-clock assistance signifies a company's commitment to delivering timely help at any hour. This dedication can significantly contribute to upholding a positive brand reputation, emphasizing the importance of accessible and responsive customer support in today's competitive market.

Delight Your Customers With AI-powered Help Desk Software

Appy Pie Desk is a help desk and customer support software solution designed to streamline and enhance customer service operations. It offers various features to assist businesses in managing customer inquiries, resolving issues, and maintaining strong customer relationships. With no-code AI development platform, Appy Pie Desk, organizations can efficiently handle customer tickets, provide self-service resources, and leverage automation to improve response times and overall customer satisfaction. The platform aims to simplify help desk management, making it a valuable tool for businesses seeking to deliver high-quality customer support experiences.

Conclusion

The role of AI-powered help desk software in modern customer service cannot be overstated. These solutions, exemplified by tools like Appy Pie Desk, have become indispensable for businesses aiming to provide exceptional customer experiences. From automated ticket resolution to 24/7 support availability and customer sentiment analysis, these technologies revolutionize how companies engage with their customers. The ability to streamline support operations, empower customers with self-help resources, and proactively address their needs not only boosts customer satisfaction but also drives revenue growth.

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Neeraj Shukla

Content Manager at Appy Pie

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