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Text Content
Skip to main content * Newsroom * Careers ↗ * CAI Worldwide * Accessibility CAI We power the possible * Services All Services → Consulting/Advisory Services Contingent Workforce Solutions Cybersecurity Intelligent Automation/RPA Digital Services → Application Development and Maintenance Application Modernization Application Rationalization Enterprise Service Management → Infrastructure Service Desk ServiceNow® Offerings Featured Thought Leadership AI IN CYBERSECURITY: RISKS AND OPPORTUNITIES * Neurodiverse Solutions CAI Neurodiverse Solutions → Diversify Join the Team Partner With Us Featured Webinar On-Demand BUILDING AN INCLUSIVE WORKPLACE FOR NEURODIVERGENT EMPLOYEES TO THRIVE * Industries Industries We Serve → Financial Services Healthcare Insurance Leisure and Entertainment Manufacturing and Supply Chain Public Sector Retail Utilities Featured Article WHAT IS APPLICATION MODERNIZATION, AND WHY DOES IT MATTER? * Resources All Resources → Articles eBooks and White papers Events and Webinars Press Releases Success Stories Thought Leadership Videos Featured Webinar On-Demand 2024: THE YEAR OF ACTIONABLE AI * About Us Who We Are → Our Leadership Diversity, Equity, and Inclusion Corporate Social Responsibility Careers ↗ CAI Worldwide About Our Founder Newsroom Accessibility Featured Video CAI ABOUT US Contact us Service Desk MODERNIZE YOUR SERVICE DESK WITH CONVERSATIONAL AI Improve the speed of the end-to-end customer support journey by modernizing with an AI powered service desk. Christina Kucek Executive Director, Intelligent Automation, CAI Tom Grosso Executive Director, Service Desk 1. Home 2. Resources 3. Thought Leadership 4. Modernize your service desk with conversational AI * Article * Related Resources * Submit Inquiry NEW TECHNOLOGY, GREATER POTENTIAL WITH AN AI SERVICE DESK IT service and support professionals are excited about the possibilities for conversational artificial intelligence (AI) powered by large language models (LLM), such as ChatGPT. But many IT leaders are struggling to understand how these tools will change the ways their teams operate. Adding this challenge to existing limitations stemming from the size, skills, fear of adoption, and budget of their organization, we begin to understand why the adoption of automation and the impact it can have on the service desk is slower than expected. With all that said, let’s talk more about the value this kind of technology brings to the table and why it should be a part of your strategic roadmap in today's service desk landscape. ROUTING COMMUNICATIONS TO AN AI-POWERED SERVICE DESK The service desk is flooded with requests each day, with most of these requests coming in the form of unstructured emails and web forms. Until recently, human understanding was required to read and assign requests to the appropriate team. In 2023, we’re deploying AI service desk tools with natural language processing and machine learning to augment service desk teams. These tools route and dispatch requests quickly and accurately, 24 hours a day, 7 days a week. By detecting urgency and sentiment, these tools get requests into the right hands quickly, decreasing the time to close tickets. CHATBOT VERSUS VIRTUAL AGENT VERSUS CONVERSATIONAL AI In 2023, chat technology is more advanced than it was even a few years ago, leaving legacy “chatbots” and “virtual agents” in the dust. Conversational AI platforms powered by large language models (LLMs) are providing customers with more accurate and personalized responses tuned with proprietary data. Additionally, voice-enabled chat technology can replace or enhance Interactive Voice Response (IVR) systems to provide customers with an even more natural and intuitive experience. IMPROVING EMPLOYEE EXPERIENCE WITH AN AI-POWERED SERVICE DESK In today’s remote world, collaboration tools are necessary. Conversational AI technologies can meet people where they spend most of their time through advanced integrations with platforms like Microsoft Teams and Slack. Typically, we implement conversational AI through integrations with IT service management (ITSM) and/or HR ticketing systems. Via these integrations, the AI-powered service desk chat can open, close, update, and resolve tickets and provide updates to users. We extend AI-chat capability to fulfill requests by integrating automation. We train on proprietary documents and knowledge articles to enhance the AI’s ability to answer questions with enterprise and industry-specific context. Doing so harnesses the knowledge of an organization in new ways, adding tremendous value in training new associates and making individuals more productive. Conversational AI is especially adept at enabling global organizations providing a multilingual service desk. AI-powered chatbots can be used to provide customer service in multiple languages, allowing customers to communicate in their preferred language. This can help to reduce customer frustration and improve customer satisfaction. Additionally, knowledge articles can be written in a single language and translated into more than 100 different languages by the AI. This has helped to take some complexity out of IT support for our employees—providing a more positive, convenient user experience with improved productivity. AUTONOMOUS RESOLUTION WITH AN AI SERVICE DESK Conversational AI and LLMs can have a significant impact on the speed of your IT service desk by automating your most common and repetitive issues. This proposes operational efficiency gains by: * Keeping service desk agents focused on the problems and projects that matter and drive the most business value * Reducing human errors and cost * Doing more with less as your business continues to scale Furthermore, the speed at which the right resolution gets delivered has greatly increased in a simple and convenient manner where our employees spend most of their time. IT support shouldn’t be any different. IMPROVE THE CUSTOMER EXPERIENCE BY LEVERAGING NEW TECHNOLOGY AT YOUR AI SERVICE DESK The benefits of implementing these AI service desk tools are numerous. It allows agents to focus on high-value activities all while improving the speed of the end-to-end customer support journey. It meets users where they are—making it very easy to use while providing support right at their fingertips. If you're interested in providing excellent customer experience while improving performance and reducing costs at your service desk, let’s discuss how we can help you power the possible with service desk. Want to share this? LET’S TALK Ready to discuss what you're looking for? Or just have a general question? We're here to help. Get in touch RELATED RESOURCES Success Story GROWING HAPPY CUSTOMERS A utility services company improves employee experience at its service desk. View this resource → Service SERVICE DESK SOLUTIONS Provide excellent customer service while improving performance and reducing costs View this resource → Success Story RUNNING MORE EFFICIENTLY WITH CAI CAI helps public sector turnpike improve processes and consolidate work to save state funds. View this resource → LET'S TALK! Interested in learning more? We'd love to connect and discuss the impact CAI could have on your organization. All fields marked with * are required. Please correct all errors below. First Name * Last Name * Organization * Work Email * Phone Number What are you interested in? * -- Please Select --Application ModernizationApplication RationalizationApplication Development and MaintenanceConsulting/Advisory ServicesContingent Workforce SolutionsCybersecurityInfrastructureIntelligent Automation/RPANeurodiverse SolutionsService DeskServiceNow Sector * -- Please Select --PublicCommercialNone How can we help? Please agree to our terms and conditions to continue. By checking this box and clicking on the “Submit” button below, you agree to our terms and conditions and our updated privacy policy. For information about our collection and use of your personal information, our privacy and security practices and your data protection rights, please see our privacy policy and corresponding cookie policy. WHAT CAN WE HELP YOU FIND? CAI We power the possible HEADQUARTERS 1390 Ridgeview Drive Allentown, Pennsylvania, 18104 Contact us inquire@cai.io +1 (888) 824-8111 FOLLOW US SERVICES ALL SERVICES → * Consulting/Advisory Services * Contingent Workforce Solutions * Cybersecurity * Intelligent Automation/RPA * Digital Services → * Application Development and Maintenance * Application Modernization * Application Rationalization * Enterprise Service Management → * Infrastructure * Service Desk * ServiceNow® Offerings NEURODIVERSE SOLUTIONS CAI NEURODIVERSE SOLUTIONS → * Diversify * Join the Team * Partner With Us INDUSTRIES INDUSTRIES WE SERVE → * Financial Services * Healthcare * Insurance * Leisure and Entertainment * Manufacturing and Supply Chain * Public Sector * Retail * Utilities RESOURCES ALL RESOURCES → * Articles * eBooks and White papers * Events and Webinars * Press Releases * Success Stories * Thought Leadership * Videos ABOUT US WHO WE ARE → * Our Leadership * Diversity, Equity, and Inclusion * Corporate Social Responsibility * Careers ↗ * CAI Worldwide * About Our Founder * Newsroom * Accessibility © 2024. 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