Discover 7 ways Artificial Intelligence will transform your Service Desk!

Let AI guide new support sta� through ticket completion with real-time field recommendations

based on historial data.

SPEED UP TECH ONBOARDING

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 new employees to take control of their incoming incident tickets, allowing them to learn on the job while contributing to operations in a meaningful way.

AI-driven field recommendations with confidence scoring help sta� complete tickets

consistently based on best practices.

CONSISTENCY MADE EASY

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 through 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.

Let AI do the work for you as it mines through ticket history, KB articles, and past user interactions

to serve up real-time suggestions for resolutions.

SHORTEN RESOLUTION TIMES

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. Machine learning can mine through all of your organization’s ticket history, knowledge base articles, and past user interactions to uncover patterns that can 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�.

Leave ticket assignments up to AI as it automatically assigns based on past performance, current workload, availability, expertise and more.

ASSIGN TO THE RIGHT PEOPLE

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 smartsystem 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.

AI helps you better engage end users by automatically providing immediate feedback upon

ticket submittal to their inbox, such as solution suggestions & an estimated time to resolution.

KEEP YOUR CUSTOMERS HAPPY

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, customer satisfaction is always measured to help relay feedback and trigger automations as needed.

Let “humanlike” virtual Chatbot assistants o�oad some of your tier 1 support requests as they

provide end users with suggested solutions, collect additional details, & even create tickets.

ADD BOTS TO THE WORKFORCE

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. Chatbots can “humanly” interact with users to serve up possible resolutions, collect additional details about their problems, and even create tickets. These smart agents increase end user satisfaction and help reduce workload for tier 1 support resources.

According to Gartner, IT service desks utilizing machine-learning-enhanced technologies will free

up to 30 percent of support capacity.*

DO MORE WITH LESS

Gartner recommends 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 and strategic partners for the business. Now that’s a smart way to save money!

*Gartner, Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace, Colin Fletcher, Katherine Lord, 29 February 2016

Let us show you how AI can transform your Service Desk!

(813) 840 4027

sales@sunviewsoftware.com

www.sunviewsoftware.com