Working from home or remote is the new norm, and it is probably going to stay for a very long time. People have gotten used to this mode of operations and companies have realized the benefits this setup brings to the table. Alas, IT teams are however, at the receiving end in the event of any problems!
While working remotely, your employees/staff might face some issues or have queries that can be resolved by the IT teams. It could be about software licenses, renewal, access to different tools or other IT related problems that they face. IT teams might also be struggling to meet their SLA (Service Level Agreement) and fix the issues which are reported via email or chat messages.
Imagine the overall manhours lost. While employees wait for the right tools and IT support! If these issues are not resolved on time, there are high chances that your company will lose out to a competitor. This is where an IT Service Management software such as Freshservice Virtual Agent comes into the picture. Let us understand this in detail.
Benefits Offered by AI and Virtual Agents
A survey based on Harvard Business Review Analytics Services found that 77% of employees prefer switching their jobs to reputed companies that provide access to tools, technology and information needed to do their job. 91% of informants say employees have higher expectations of technology they are going to use and want it to be user friendly.
Basic and manual methods of IT Service Management (ITSM) are expensive and not accurate. A unified employee experience cannot be expected in this scenario. Most organizations desire to move to a state of ITSM which is economical, employee centric and efficient.
Now the question is how confident are you about your IT teams? Are they ably equipped to face issues of any kind at any moment? If you have two thoughts about this then it is time to integrate AI with your ITSM. Trust us when we say that your employees will be excited to adopt the new processes. Efficiency will be redefined and rewarded for your business and employees alike.
In line with this, Freshworks brings us their prized Freshservice Virtual Agent which helps you address all the challenges mentioned above. The platform also and provides 24/7 support to users while ensuring a unified experience within Microsoft Teams.
How to Provide the Finest IT Service Management and Keep Your Employees Excited:
- Utilize the power of AI to automate regular and repetitive tasks to enhance speed and accuracy. Make your IT support teams focus on high priority support issues that need immediate action.
- Get your employees to be competent with a conversational AI based solution that is trained on ITSM use cases. Integration of a virtual agent with Slack or Microsoft Teams will ease the process, as employees can chat and use the software with the tools that they are already familiar with.
- Learning how to use the service to deflect IT tickets will save manhours for IT teams and increases productivity of all teams.
If you are looking for a detailed understanding of AI based virtual agents or Freshworks IT Service Management software, then give us a shout. We can guide you in formulating a roadmap for complete transformation of your IT operations.
