Onboarding and training new sta� is a costly endeavor with both your budget and resources. But, with AI-assisted service desk software, your new employees are provided with real-time guidance systems that leverage historical data insights to recommend field completion values while working requests. These AI features intelligently guide your employees as they take control of their incoming incident tickets, allowing them to learn on the job while contributing to operations in a meaningful way.

IT operations need to move fast, but you can’t risk compromising the quality of your service delivery. Service desk software that employs predictive analytics helps sta� maintain consistency when processing complex requests by mining historical data to recommend the right ticket field attributes. Confidence scoring for each suggested form field allows the sta� to make better informed decisions, getting tickets completed right the first time, every time.

Investigating solutions from previously resolved incidents and knowledge base articles are typical steps in the resolution process for support sta�, but this process takes time. Service desk software powered by machine learning can mine through all of your organization’s ticket history, knowledge base articles, and past user interactions to uncover patterns that help IT sta� find resolutions faster. By combining the number-crunching innovations of big data analytics with powerful recommendation engines, accurate resolution suggestions will be instantly delivered to your support sta� in real-time.

When assigning tickets to your IT teams, it’s hard to gauge who exactly is best suited for handling certain requests. With the support of AI technology, managers can take comfort in knowing that tickets will be assigned to the best team, or sta� member, for the job. The smart system can automatically assign tickets, taking into account sta� users’ past performance, workload, availability, expertise, and more as they relate to specific types of requests. This type of big data intelligence gives you more contextual awareness of your sta�’s strengths, allowing you to optimize your workforce to achieve the best results.

IT organizations are often so busy keeping up with the fast-paced demands of their daily operations that customer satisfaction can easily get lost in the shu�e. But with smart automated responses powered by AI, customers and employees can get instant feedback to their inbox as soon as they submit a request with estimated resolution times and relevant knowledge base articles. This facilitates better communication and improves overall end user satisfaction, and you don’t have to guess how the customer is doing. With sentiment analysis, your service desk software is always measuring customer satisfaction to help relay feedback and trigger automations as needed.

ADD BOTS TO YOUR WORKFORCE

KEEP YOUR CUSTOMERS HAPPY

ASSIGN TO THE RIGHT PEOPLE

SHORTEN RESOLUTION TIMES

CONSISTENCY MADE EASY

SPEED UP TECH ONBOARDING

As service desk software continues to become more consumer-focused, the need for better self-service is more apparent than ever before. Traditional IT knowledge base solutions and self-service portals often lack the intelligence needed to properly engage end users. Your customers today prefer smarter self-service tools, like virtual Chatbot assistants that use natural-language processing to interact with users, identify possible resolutions, collect additional details about their problems and even create tickets, all while providing instant, “humanlike” engagement. These smart agents increase end user satisfaction, and help mitigate the workload on tier-one support resources.

DO MORE WITH LESSAccording to Gartner, by 2019, IT service desks utilizing machine learning-enhanced technologies will free up to 30 percent of support capacity. They recommend organizations invest in machine learning, big data and other smart-machine technologies to make current and future IT service desk operations proactive.* That means that over a fourth of your entire sta� can now become proactive strategic partners for the business. Now that’s a smart way to save money!

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www.sunviewsoftware.com*Gartner, Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace, Colin Fletcher, Katherine Lord, 29