As organizations expand their operations, more individuals become part of the company who are in different times zones. While expansion results in greater market share and an increase in revenue, it brings challenges. The most noticeable impact is on the IT service desk. They must be available 24/7 to respond to employee or client queries and resolve issues.

The increasing IT help requests leave the IT service desk tangled up in repetitive tasks and tiring manual processes. It results in decreased efficiency and a greater focus on non-value addition tasks. To counter this, robotic process automation (RPA) chatbots are increasingly becoming the ‘go-to’ option for most organizations. These chatbots are revolutionizing the IT service help desk, ensuring requests are resolved timely and effective.

Today, Agile Managex Technologies will talk about how these chatbots are helping the IT service desk.

Read More:

• What To Look for in Automation Tools in 2023
• Securing Your Organisation’s Digital Assets

Remember, the IT help desk is not the only area you can automate using robotic process automation. For more information on how RPA can help you, refer to “Which Processes Can Be Automated Using Robotic Process Automation.”

How Chatbots Are Revolutionising It Service Desk

Streamlined Process

With the help of RPA chatbots, many help desk processes can be streamlined. Chatbots can automate tasks that are repetitive, boring, and time taking. The RPA chatbot can begin or end certain tasks reducing the need for human intervention. For example, one of the most common problems within organizations is employees forgetting their passwords. Instead of contacting the IT service desk for such a trivial problem, chatbots prove most effective. The chatbot can reset an employee’s password within minutes, ensuring reduced downtime compared to a traditional process that takes 24 hours to process the request.

24/7 Help

Since employees are spread across different countries and working from different time zones, it becomes challenging for the IT help desk to be always available and entertain queries. It disrupts work processes and immensely reduces the productivity of employees.

Moreover, it is costly for organizations to have an IT help desk available 24/7. With the help of chatbots, IT help desk repetitive queries are automated, which include troubleshooting problems, ticket generation and directing the complaint to relevant individuals for quick resolution, etc.

RPA chatbots are available all the time and throughout the year and are not constrained by time issues. So, employees can get help all the time whenever they face difficulty. A chatbot can handle employee requests and resolve them. It enhances employee satisfaction and engagement.

Reduced Errors

Humans are not perfect. They are bound to make mistakes. But for an organisation, these mistakes can prove costly in terms of efficiency and productivity. However, this is not the case with RPA chatbots. They are much more reliable, and efficient, and every query is scrutinised by the chatbots for error-free analysis.

The chatbots automatically save the information instead of employees manually saving it, causing mistakes, especially during these boring and repetitive tasks. On top of it, providing training to employees is more costly and time-consuming than updating a chatbot.

Enhanced Employee Experience

As IT helpdesk chatbots respond quickly and are always available to assist employees, this dramatically increases the employee experience. They can get their problem resolved quickly and get on with their work. These chatbots can resolve employee problems such as maintenance, password reset, onboarding/offboarding process, security patch updates and policy updates, etc.

Chatbots provide a personalized experience to employees by collecting their previous interaction data, which results in streamlined processes and time-saving for the IT help desk agents, enabling them to respond to other important queries and resolve them quickly.

Ticket Assigning

Categorizing the tickets can take a lot of time and is very time-consuming. It can also lead to mistakes, as the agent may wrongly assign the key to someone else instead of the concerned person. Chatbots can process the tickets independently and quickly transfer them to the relevant individual or department for a quick resolution. They enhance efficiency and streamline processes while significantly reducing the time as well.

Conclusion

It concludes our views on how RPA chatbots revolutionize the IT help desk. If you are looking for a customized chatbot for your IT service desk or customer service department, check out our RPA services. We work with clients across different industries and develop customized RPA bots.

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