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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
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   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

Webinar On-Demand


SUPERCHARGE CONTACT CENTER EFFICIENCY WITH GENERATIVE AI

Talkdesk Webinar featuring CAI

View this resource →

Success Story


CHICAGO-AREA NON-PROFIT ANSWERS THE CALL WITH CAI

CAI provides level-one service desk support efficiency, reduces call volume and
increases first-level response rates.

View this resource →

Service


SERVICE DESK SOLUTIONS

Provide excellent customer service while improving performance and reducing
costs

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
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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
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