How to Select the Right Partner to Automate Your Service Desk

Original article was published by Avaamo on Artificial Intelligence on Medium


This year has marked the end of in-office work and predictable business operations for companies worldwide. For the enterprise service desk, this transition means dealing with a sudden spike in ticket volume at a time when agent capacity is already taking a hit, resulting in high wait times and dissatisfied employees. The good news is that more than 60% of these support requests can be resolved by the service desk without any human intervention, once repetitive tasks are delegated to an IVA (Intelligent Virtual Assistant).

IVAs are helping IT support teams to resolve issues such as password reset, software provisioning, account access, troubleshooting, incident management, and so on while reserving human agent bandwidth for more value-adding, complex work. It is therefore not surprising that enterprises are embracing digital transformation swiftly, and adopting conversational AI at an accelerated pace.

The landscape is populated by numerous categories of vendors — from those that provide basic ‘toolboxes’ i.e. platforms that allow businesses to develop their own IVAs but provide little to no premade assets, to those that offer fully integrated, vertical-specific solutions. So how should enterprises go about selecting the right partner for quick and efficient IVA deployment? It’s imperative that they focus on two key aspects when building their conversational AI strategy — functionality and scalability.

Providers with pre-built assets that include intent libraries, entity libraries, multilingual capabilities, extensive language models, and integrations can help speed up deployment considerably. They also enable the customer to realize the value of their investment faster. Vendors who have established experience in building IVAs that understand terminology and context better, with deep knowledge of the IT service desk vertical, can provide out-of-the-box solutions as well. This allows the enterprise to focus on the actual value that the IVA brings to the organization. Avaamo, for instance, provides interactions in 30 languages and integrates with ITSM tools such as ServiceNow and BMC Remedy. It also provides reusable and modular Enterprise Skills, bundled with all the necessary technology, training data, and domain models needed to deploy an IVA. Each Skill performs a specific unit of work, such as password reset, with minimal coding required on the customer’s end.

Scalability enables the enterprise to extend the IVA to tackle more complex use cases. For instance, taking up password-reset and scaling it to software provisioning. This aspect is essential in order for the customer to add more and more use cases, and increase the IVA’s capabilities. Manually building out exchanges can be very time-consuming, and the more mechanisms that a vendor can provide for building out fresh use cases, the better the return on investment. The vendor should also be able to support reuse, for example, taking an optimized workflow from one division and deploying it in another.

Partnering with a technology provider that checks both boxes can bring positive results quickly. By dealing with the largest volume of basic incidents, the virtual agent enables human technicians to be more productive. This increases agent retention and IT support performance invariably improves. Not only does automation plug the leak but it also actively contributes to creating a more productive environment for employees, thus boosting revenue generation as well.

Learn more about how Avaamo can transform your service desk.