Conversational AI in IT Support | Benefits and Use Cases

Conversational AI for IT Support | Benefits and Use Cases

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IT personnel spend a lot of time dealing with repetitive tasks like password resetting, asset management, and answering frequent questions. With this wide array of responsibilities, it can be difficult for IT staff and managers to deal with everything they need to in a timely manner. Increased responsibilities can lead to issues like delayed response times and inaccurate reporting, which can cause more problems down the line and impact areas like employee satisfaction and administrative efficiency. 

Using Conversational AI technologies to offload some of their responsibilities reduces the workload for overworked managers, and decreases costs for companies, who no longer need to overstaff their IT department to reach goals. Conversational AI and AI bots provide solutions to common HR-related issues, like asset management, accesses, and password resets, which increases productivity and ensures internal satisfaction within a business. Implementing conversational AI in Internal Desk departments establishes a bridge between management and employees, reinforcing the connection between the two and allowing for a more effective form of communication.

Challenges Faced by IT Departments

For internal IT teams, their role transcends basic tech support to become indispensable strategic allies within the organization. From facilitating seamless operations in every department to driving innovation, IT stands at the forefront of achieving business objectives. However, with this expanded role comes a host of challenges.

One pressing issue confronting internal IT teams, particularly in the wake of the COVID-19 pandemic, is ensuring optimal employee engagement with technology. Many staff members struggle to grasp the significance of their tech-related roles within the broader organizational context, leading to decreased motivation and efficiency. Moreover, there’s a growing divergence of preferences among employees regarding their work arrangements. While some favor remote setups, others advocate for a more traditional office environment. Bridging this gap requires fostering open communication channels between IT leaders and their teams. Leveraging conversational AI technologies can facilitate this process, fostering deeper understanding and collaboration between IT managers and staff, thereby enhancing productivity and fostering a positive work environment.

As IT’s significance continues to expand across all facets of business operations, the workload for internal IT teams continues to grow. From managing software and hardware infrastructure to addressing user queries and troubleshooting, IT professionals often find themselves overwhelmed with a myriad of tasks. Conversational AI emerges as a viable solution, capable of automating routine processes and handling user inquiries, thereby freeing up valuable time for IT teams to focus on more strategic initiatives and innovation within the organization.

Benefits of Conversational AI

Leveraging conversational AI within internal IT teams can streamline operations, allowing businesses to tackle intricate tasks while reallocating resources to focus on non-automated processes. IT professionals, often at the forefront of understanding user perspectives, can harness AI technologies to conduct surveys and gather feedback on crucial topics such as software usability, preferences for remote or onsite work setups, and individual alignment with the company’s tech goals. This proactive approach not only enhances user engagement but also provides IT managers with valuable insights into their team members’ needs and aspirations.

With access to chat and voice bots, companies can efficiently manage IT tasks such as software deployment, troubleshooting, and system maintenance in a cost-effective manner. Entrusting AI with routine IT functions empowers human agents to dedicate more time to addressing complex issues and driving innovation within the organization. Additionally, conversational AI is adept at assessing situations and determining whether human intervention is necessary, ensuring efficient problem-solving and timely resolution of critical IT matters.

Use Cases of Conversational AI in IT

Using conversational AI to maximize efficiency in IT will benefit businesses in many ways. Below are 5 use cases to illustrate how conversational AI can be used in IT:

User Support and Troubleshooting

Chat and voice bots can serve as the initial point of contact for employees seeking IT assistance. They can efficiently address common user queries, provide step-by-step troubleshooting guides for common technical issues, and offer relevant solutions based on predefined knowledge bases. This frees up IT support staff to focus on more complex and specialized tasks, ultimately improving overall response times and user satisfaction.

Password Resets and Recurring Tasks

Conversational AI can streamline the process of logging and routing IT support tickets. Users can interact with chat bots to report issues, which are then automatically categorized and escalated based on severity and complexity. This ensures that critical issues are promptly addressed by the appropriate IT personnel, while also maintaining a transparent and efficient ticketing system for tracking and resolving issues.

Automated Ticketing and Issue Escalation

Born Digital conversational AI can be programmed to routinely send out forms to employees to gather information about the workplace attitude towards certain things. Regularly checking in with employees helps managers gather feedback on workplace experience and any individual issues/ concerns employees might have. Using AI technology to automate the collection of employee opinions can help managers to deal with any issues expressed in a timely manner, getting ahead of a larger issue before it occurs. Using AI to connect with employees can also help foster a sense of community in the workplace, creating a sense of understanding between employees and their managers. 

Asset Management

Chat and voice bots can facilitate the provisioning of software licenses, hardware assets, and IT resources to employees. Through conversational interfaces, employees can request software installations, hardware upgrades, or access to specific IT tools and applications. The bots can then handle the necessary approvals, provisioning processes, and follow-up communications, streamlining the entire request fulfillment process and reducing administrative overhead for IT staff.

Knowledge Sharing and Training

Conversational AI platforms can be used to deliver on-demand training and knowledge-sharing sessions for IT-related topics. Employees can interact with chat or voice bots to access instructional materials, documentation, and training modules tailored to their specific needs. Additionally, bots can conduct interactive quizzes, simulations, and guided learning experiences to reinforce IT skills and best practices. This enables continuous learning and skill development within the organization, empowering employees to become more self-sufficient and proficient in handling IT tasks.

The Future of Conversational AI in internal IT support

The future of conversational AI in internal IT support is poised to transform how businesses manage their IT operations. Advanced natural language understanding capabilities will enable more accurate and contextually relevant responses, while integration with knowledge graphs and AI assistants will provide comprehensive and personalized support. Multi-modal interfaces will cater to users’ preferences, and integration with AR and VR technologies will enable immersive support experiences. Continuous learning algorithms will ensure that conversational AI systems continually improve, delivering more intelligent and efficient IT support tailored to the evolving needs of the organization.

Why Born Digital?

Implementing conversational AI into HR departments will prove to be effective for businesses, as it can make many standard processes much easier to complete while opening up time for managers and HR representatives to deal with more complex tasks, which require more attention. As these technologies get more popular in the industry, applicants and employees will start to expect to deal with a chat or voice bot, as they are the easiest and most reliable option for dealing with inquiries at any time. Using Born Digital AI solutions allow for businesses to get ahead of their competitors and streamline their HR processes, increasing efficiency and overall satisfaction.

Key features of Born Digital AI include:

  1. Advanced Integration Capabilities: Seamless integration with any website, as well as CRM, makes Born Digital simple to implement for any IT department. Requiring no coding on the company’s end, Born Digital’s conversational AI software is convenient for businesses to implement into their pre-existing IT systems.
  2. Multilingual Capabilities: Serving companies all over the world, Born Digital bots interact in almost all languages, making businesses accessible to a diverse clientele.
  3. Sophisticated AI Conversations: Born Digital voice and chatbots engage in natural, dynamic conversations, replicating human interaction for clients to feel heard and understood, enhancing their experience; this is critical in IT because of the constant communication between employees and management.

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

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