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 asking yourself some of these questions as you consider the effectiveness of your internal and external support teams. This is a great start to understanding your options in solving service team issues. AI isn’t always the answer for solving IT help desk problems or customer support issues, but when it is, it’s a very powerful tool for companies with issues involving scale and growth.

Déjà vu?

Let’s take a step back.

First and foremost, before you start considering AI as a solution to all of your problems, you should be aware of what AI is best suited for. Solutions that employ AI or machine learning, are ideal for recurring and repetitive issues where the sample size is large and the volume of data points is statistically significant. If you are looking to deal with issues of an esoteric nature, most algorithms cannot be trained well enough to justify an investment in AI-assisted technologies. Until you start seeing familiar patterns, its best to stick with a manual solution.

At Obie.ai, we often receive inquiries from companies with broad AI-based initiatives that are looking to just plug AI solutions anywhere they will fit, hoping that they’ll see improvements in productivity and widening profit margins. Unfortunately, this is rarely effective. To see the exponential effects of an AI-powered solution, you must have the perfect storm of circumstance and need hit your company.

Are we there yet?

If there were a litmus test for the reasons why a company might be ready to explore automation of some support functions or leveraging AI to deal with repetitive issues, it could include some of the following:

  • Significant employee onboarding and hiring
  • Rapid customer growth
  • Unmanageable volume of frequently asked questions
  • A desire to reduce response times due to volume
  • A desire to reduce resolution times due to backlog

Do we have a winner?

What does success look like in the context of an investment in AI? Of course, success is an objective term, but within the scope of measuring the effectiveness of an AI-based solution for customer success teams and internal help desks you should see the following evidence.

  • Increased ticket deflection
  • Faster ticket response times
  • Reduced context switching and shoulder-tapping
  • Increased employee happiness and morale

Applications of AI for support teams

With this in mind, we at Obie.ai have observed some of the most successful applications of AI in support team workflows. Intelligent algorithms can most certainly yield exponential benefits for growing companies or enterprises. These are some of the most effective AI apps we have seen for growing customer success or internal helpdesk teams:

  • Automatic suggestions or replies to raised issues
  • Automated ticket routing
  • Enhancing search algorithms
  • Powering self-serve help desks
  • Self-directed onboarding

If your IT help desk or customer success team has encountered repetitive issues that are draining human resources of their capacity, it might be time to look into solutions that incorporate AI and machine learning. If deployed effectively, ultimately, your employees will be happier and your customers will delighted with improved service levels.