The average IT support ticket takes three calendar days to resolve. Bhavin Shah, CEO of Moveworks In the ITSM realm, there are recurring themes that cause frustratingly long backlogs in support queues and, as a result, increase departmental overhead costs to undesirable levels. Not surprisingly, IT department managers seek cost-saving solutions to…
Posts TaggedAI
How IT help-desks can leverage AI for ticket deflection
We all want more ticket deflection, don’t we? If you work in IT support, you most likely have an opinion on its value relative to your workload and role. For many, IT helpdesk ticket deflection is the holy grail of internal support. Amid the seemingly never ending flow of service…
How to leverage AI to decrease frequently asked questions and enable help desk automation in Slack
For scaling enterprises that have internal support (IT) or client facing (Sales & Customer Support) teams that live in Slack, it’s almost certain that you’ve identified a problem with Frequently Asked Questions (FAQ)—causing reduced productivity and a backlog for your service team. Most likely, you have enacted a number of…
The role of AI in IT Support and Customer Success
Are you seeing a pattern in your customer service calls or at your internal IT help desk? What do those patterns look like? How do these patterns impact your internal and external SLAs? What strategies have you tested to fix the problem? What worked and what didn’t? You might be…