10 Key Advantages of Adopting an AI Help Desk

Introduction

AI help desks can improve employee satisfaction, productivity, and IT support team efficiency.

This article discusses what an AI help desk is, and the advantages of using an AI help desk. It also outlines essential factors to consider when selecting an AI help desk.

What is Help Desk software?

A help desk solution is crucial tool for IT departments in large corporations. Its primary role is to assist employees with their  IT help desk issues.

When employees encounter IT problems, they contact the IT team.  The help desk solution helps the IT team track and resolve IT-related issues.

The help desk solution registers and monitors each issue, including assigned personnel and resolution status. In addition, help desk software can include self-service options.

For example, employees can search thru an IT support knowledge base to find an answer to their problem.

Additionally, help desk software can include AI chatbots. Chatbots are software tools that have human-like chats with employees.

The most recent generation of chatbots use generative AI and are much more effective than chatbots with older technology.

What is Generative AI?

Generative AI is a type of artificial intelligence in which computers generate their own material, such as text, images, and movies.

In text generative AI, we train Large Language Models (LLMs) using massive amounts of data from the Internet.

The two key functions of Large Language Models(LLM):

1. They enable machines to learn the context and purpose behind a human's question. When you ask an LLM a question, it doesn't just look at individual words.  It figures out the meaning and even the sentiment behind the question.

2. LLMs empower machines to generate responses that mimic human language. This ability to mimic human-like responses enhances communication between machines and humans, making interactions more neutral and effective.

GPT-3.5 and GPT-4 from Open AI, Claude from Anthropic, and Llama 2 from Meta are all popular examples of Large Language Models (LLMs).

Language Models (LLMs) play a critical role in transforming machine-human interaction.

LLMs typically work closely with chatbots such as ChatGPT. The process is as follows:

• Users enter a question or statement into the chatbot.
• The chatbot conveys both the question and the entire conversation context to the LLM.
• The LLM then generates a response.

How Does a Generative AI Help Desk Work?

AI help desk software works by first training the generative AI chatbot on the IT tools your company uses.

This involves giving information on all the business apps, devices, and software used in your organization.

The help desk chatbot connects to the support channels your employees use, such as email, Slack, and live chat. It can handle and respond to employee questions.

Integration with the IT ticketing system or existing help desk system is crucial, too.

If the chatbot comes across a problem it can't solve, it creates a ticket. This ticket alerts your IT team, prompting them to address any urgent issues that remain unresolved.

Benefits of a Generative AI Help Desk

Here is a list of 10 key benefits of a generative AI help desk:

(1) 24/7/365 Availability

A generative AI in the help desk is always available, providing support 24/7, unlike human IT teams.

(2) Faster Response Time

An AI-powered help desk makes sure it swiftly responds to user queries, reducing wait times and improving overall efficiency.

(3) Faster Time to Resolution

Faster response times often lead to faster mean time to resolution.

(4) Multilingual Support

With the ability to understand multiple languages, the help desk AI bot facilitates global communication and assists employees worldwide.

(5) No FAQ Maintenance

With a generative AI help desk, there's no need to keep a list of frequently asked questions. Simply upload your knowledge base, and the AI at the help desk will handle the rest.

(6) Empathy

Recognizing employee frustration, the help desk AI replies with empathy. This results in a more positive and supportive employee experience.

(7) User-Friendly Interface

Generative AI help desk software is easy to use. Employees can pose questions without any training, making the AI help desk accessible to everyone.

(8) Increased Employee Satisfaction

The generative AI in the help desk is efficient and user-friendly, and it helps to greater levels of employee satisfaction with support services of IT help desk AI.

(9) Natural Conversational Style

Responses from the AI help desk mimic natural conversation, promoting an efficient interaction between employees and the system.

(10) IT Team Focus

By answering routine queries, the AI help desk frees up the IT team to concentrate on more complex and strategic IT challenges.

7 Key Criteria for Selecting a Generative AI Help Desk

When evaluating AI help desk solutions, be sure to view these seven key criteria:

(1) No Hallucination

Check if the generative AI help desk avoids hallucination, ensuring that responses are reliable. A hallucination occurs when the AI generates misleading information.

Gleen AI, for example, excels at preventing hallucinations. In more than 80% of cases, Gleen AI's technology detects and suppresses hallucinations.

This video shows Gleen AI and a custom GPT trained on the same data. Gleen AI does not experience hallucinations, but the custom GPT does.

Schedule a demo of Gleen AI or build a generative AI chatbot for help desk for free with Gleen AI.

(2) Knowledge Ingestion Capability

The AI-powered support desk should be able to collect information from various sources. These sources include your support knowledge base, which resolved IT tickets, and vendor knowledge bases.

(3) Data Security & Confidentiality

Confirm if the AI-powered help desk guarantees the security of your proprietary knowledge and protects sensitive information from unauthorized access.

Specifically, make sure that the AI help desk is SOC 2 Type 2 compliant, the SaaS industry standard.

(4) Observability

Make certain that the generative help desk AI chatbot isn't merely a black box. A help desk administrator should be able to evaluate all queries and responses.

(5) Automatic Knowledge Base Updates

The AI help desk's knowledge base should be automatically updated. Automatic updates will assist the knowledge base in staying up to speed with frequent IT updates.

(6) Feedback & Continuous Improvement

Check if the generative AI help desk allows employees and administrators to provide feedback. This ensures continuous improvement in responses.

(7) Integration with Existing Help Desk Solutions

Your generative AI should integrate seamlessly with your existing help desk solution. Specifically:

• It should be able to transmit the full conversation to live support engineers.
• It should be able to open tickets in your AI based help desk solution outside of work hours.
• Employees should be able to ask for follow-up help to pre-existing issues.

Conclusion

The right generative AI can act as a force multiplier for your IT team. It can give quick responses, boost productivity, and make employees happier.

You should be able to train your help desk AI on all relevant IT knowledge.

All knowledge loaded into your AI help desk should remain secure and confidential. The AI help desk should also be easy to integrate with existing systems.

It must also avoid making things up.

Gleen AI is the leading non-hallucinating generative AI solution, and it's the ideal AI help desk solution.

Ask for a Gleen AI demonstration or build a generative AI chatbot at no cost with Gleen AI.