The Top 10 Advantages of Embracing an AI Helpdesk

Introduction

Artificial Intelligence is like a smart helper in today's tech world. Generative AI is especially full of promise.

Generative AI offers great possibilities for businesses, and one standout opportunity is making helpdesk support more efficient.

This article explores the benefits of an AI helpdesk and how an AI helpdesk works.  It also discusses  key criteria for selecting an AI helpdesk.

What is a helpdesk?

A helpdesk is crucial for large corporations, especially in the IT department. Its primary role is to assist employees with their AI IT helpdesk issues.

When employees encounter computer or IT-related problems, helpdesk software helps the IT team provide support and solutions.

Helpdesk software monitors and records each issue, including assigned personnel and resolution status.

In addition, helpdesk software can include self-service options.

For example, a support knowledge base enables employees to search support documentation to find an answer to their problem.

Additionally, helpdesk software can include chatbots.  Chatbots are software applications that interact with employees with human-like conversations.

What is generative AI?

Generative AI is a new field in AI where computers create their own content such as text, images, and videos.

Specifically, in text creation, generative AI relies on Large Language Models. These models are important language processors that explore massive amounts of text available on the internet.

LLMs can generate relevant text by understanding patterns and structures in the language.

Below are the two key benefits of Large Language Models(LLM):

1. They enable machines to learn the context and intent behind a human's question. When you ask an LLM something, it doesn't just look at individual words but comprehends the meaning behind the question.

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

Notable LLMs: Powering Conversations with Machines

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

These LLMs play a vital role in transforming the way machines interact with humans. Typically, LLMs work hand-in-hand with chatbots like ChatGPT.

Here's how it works:

• Users input a question or statement into the chatbot.
• The chatbot gives the question and the whole conversation context to the LLM.
• The LLM then generates an appropriate answer.

How does a generative AI helpdesk work?

AI helpdesk software operates by training a generative AI chatbot on your company's IT support stack.

This means feeding it knowledge about all the enterprise applications, hardware, and software used within the organization.

The chatbot connects to your employee support channels like email, Slack, Discord, and live chat. It can receive and answer user queries.

Also, integration with the IT ticketing system is essential. If the chatbot experiences an issue it can't resolve, it automatically generates a ticket.

This ticket notifies your IT team to help with any unresolved problems that need immediate attention.

Benefits of a Generative AI Helpdesk

Here is a list of 10 key benefits of a generative AI helpdesk:

(1) Faster Response Time

A generative helpdesk AI bot ensures swift responses to user queries, reducing wait times and improving overall efficiency.

(2) Faster Time to Resolution

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

(3) 24/7/365 Availability

A generative AI helpdesk is always available, providing support 24/7, unlike human IT teams.

(4) Multilingual Support

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

(5) No FAQ Maintenance

With a generative AI helpdesk, there's no need to manage a list of frequently asked questions. Simply upload your knowledge base, and the AI helpdesk takes care of the rest.

(6) User-Friendly Interface

A generative AI helpdesk is easy to use. Employees can pose questions without any training, making the AI helpdesk accessible to everyone.

(7) Empathetic Understanding

The AI for helpdesk responds with empathy, creating a more positive and supportive user experience recognizing employee frustration.

(8) Natural Conversational Style

Responses from the AI helpdesk mimic natural conversation, promoting a smooth interaction between employees and the system.

(9) Increased Employee Satisfaction

Efficient and user-friendly, the generative AI helpdesk contributes to higher levels of employee satisfaction with IT support services.

(10) IT Team Focus

By handling routine queries, the AI helpdesk frees up the IT team to concentrate on more complex and strategic IT challenges.

7 Key Criteria for Selecting a Generative AI Helpdesk

When evaluating AI helpdesk solutions, be sure to consider these 7 key criteria:

(1) Knowledge Ingestion Capability

The AI Helpdesk should be able to gather information from various sources. These sources include your support knowledge base, resolved IT tickets, and vendor knowledge bases.

(2) Data Security & Confidentiality

Confirm if the AI helpdesk guarantees the security of your proprietary knowledge and protects sensitive information from unauthorized access.

(3) No Hallucination

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

A prime example is Gleen AI, which excels in preventing hallucinations. More than 80% of Gleen AI's technology detects and suppresses hallucinations.

Here's a video of Gleen AI and a custom GPT trained on the same knowledge.  The custom GPT hallucinates, but Gleen AI doesn't.

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

(4) Automatic Knowledge Base Updates

The knowledge base of the AI helpdesk should automatically update. Automatic updates will help the knowledge base stay current with frequent IT changes.

(5) Observability

Make sure that the generative helpdesk AI AI chatbot is observable. This allows administrators to monitor all questions asked and responses generated for transparency.

(6) Feedback & Continuous Improvement

Check if the generative AI helpdesk 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 transfer to live support engineers and transfer the full conversation.
• After business hours, it should be able to create tickets in your help desk solution
• It should be able to refer to existing help desk tickets when employees ask for follow-up help with an existing issue.

Conclusion

A generative AI helpdesk appears as a powerful solution, offering quick responses, enhanced efficiency, and improved user satisfaction.

AI for helpdesk should have features like knowledge ingestion, security, and easy integration.  It should also avoid hallucination.

To experience the next level of AI-driven support, use Gleen AI to power your helpdesk.

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