How Chatbots are Changing Life on the Service Desk
by Markos Symeonides, on 07-Jul-2020 14:00:00
A chatbot can look after 30% of a service desk's tickets, giving human agents more time to focus on solving the big challenges that make a real difference.
When you have a chatbot looking after the basics, this triggers a cascade of benefits which together enable the service desk to transform into a more effective, efficient, and happy place to work.
Chatbots Change What Work Looks Like
Service desk chatbots have the ability to handle large volumes of low-level issues, such as password resets. service requests, and information queries. This gives human agents time back and changes the "profile" of issues that they are handling. With the repetitive low-level work out of the way, service desk analysts can focus on more challenging problem-solving tasks; the sort of thing they want and expect to be doing.
Reduce Service Desk Stress
With more time, stress levels are lowered, work becomes more sustainable, and agents are less likely to burn out. They are no longer tied up with tedious and repetitive low-level issues which can make the job disengaging and uninspiring (factors which drive high staff churn rates).
The impact on employee well-being can be profound and the impact on the service desk organization is also significant. With reduced staff churn, the "brain drain" ends and the organizational knowledge pool starts to grow. With stress levels reduced, the service desk gets the most out of people.
Improve IT Customer Satisfaction
Quality is a function of time. With a smaller queue of incidents to attend to and more time available, agents don't need to rush through their interaction with an IT customer. There's time for proper person-to-person engagement. They can take the time needed to fully understand the customer's issue and ensure it is resolved decisively for the customer—who will be happier. IT customer happiness means service desk happiness.
Make Time for Knowledge Sharing
Agents also have more time between calls to update information and capture knowledge in the Knowledge Management system—creating a virtuous cycle of knowledge sharing which further helps agents solve more issues in the first instance, inside the SLA, and without escalation.
Together, these changes combine to have a transformative impact on the service desk. Agents are happier and more productive. IT customers are happier and more productive. Costs are reduced and business productivity and resilience go up. IT people spend less time fixing problems and more time helping push the organization's digital transformation forward.
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