What is Remote Service Desk Automation?

On average, internal support teams receive 492 tickets per month. When your company has downtime, or even worse, a half-day outage, the number of support tickets skyrockets. It’s no surprise that organizations take an average of 24.2 hours to respond to an internal support ticket. Submitting a support request and contacting the IT service desk are becoming obsolete. Employees are experiencing increased digital adoption and technological problems as the remote work paradigm grows in popularity. Legacy Chatbots cannot assist users as a virtual agent, they can only give solution steps and KB articles. Furthermore, it cannot fix application usability and technical difficulties at end points, a live Chat session with an IT Help Desk professional is required to resolve the issue.

Why is Self-Service over Chat becoming critical to have?

IT requests requiring human resolution generally take hours, if not days, to complete. According to G2, 45 % users utilize chat platform features at least once a week and spend roughly half of their time engaging with their colleagues. As a result, relocating tech support self-help automation to where users work assures a higher probability of adoption and success.

Furthermore, automating the IT help desk and providing the resources required to address requests more quickly will increase the productivity of Remote Tech support and End User. According to the SDI benchmarking research, a mix of automated remote tech assistance via chat channels is one of the top requirements of a modern IT help desk.

How to resolve issues without taking remote control over Chat?

The Anakage platform facilitates a simple solution for ticket resolution by integrating CoBots, which can fire solutions remotely to minimize MTTR, cost per ticket and increase customer satisfaction.

End-User IT issues can arise from a malfunctioning user’s machine or installed software, a user’s usability of applications, application data, or infrastructure issues such as network or server failure.

Machine-related issues can be proactively remediated at the source, such as printer spooler service stopped, missing patch, corrupted registry, fan not working, hard disc error, etc. These issues can be proactively resolved before the user notices them by using self-healing proactive cobots from Anakage. Alternatively, the issues can be prevented in the Windows Proactive Remediations in Windows, Desktop Analytics, or alternatively run such scripting tasks using SCCM or Group Policies-AD.

Apart from Microsoft Desktop analytics there are other digital experience management (DEM) using tools like, Nexthink, Aternity, Lakeside Systrac, etc. These can also execute preventive maintenance and remediation script routines.

User usability issues are the issues that occur even after executing the preventive maintenance schedules. For instance, you a user may need assistance while archiving mails, installing a digital certificate, configuring a printer, or working with a SaaS or Custom application. Under such scenarios, you users can take help from ChatBot present in their respective communication applications (Skype, Teams, Slack) and connect with an interactive CoBot. Cobots, guide the users step by step inside live applications, also runruns diagnostic and self-healingself-heal actions, which normal ChatBots can not.

Specialized Chatbots such as Anakage conversational Cobots fire actions at endpoints to guide users inside applications with an intelligent overlay or execute one-click fixes like machine compliant or do repairs before giving the users an option to connect with a remote Engineer for an unresolved issue. The supervised NLP learning & codeless solution authoring capabilities of the Anakage cobot allow it to continuously address new end-user issues. What’s even more interesting is that Anakage Conversational cobots can work offline for a lot of end-user issues.

Anakage CoBots can also integrate with ServiceNow/ITSM tools to redirect the users to CoBots that then resolve issues or can hand over the session to live remote tech support engineer over Chat to deflect & eliminate incidents at the source.

Post self-help resolution, at the end user’s computer, users are asked for feedback on the conversational CoBot’s ability to resolve the user’s technical issue. In caseIncase the issue still persists the Anakage CoBoots can redirect the user to a remote tech support engineer who can take control of the user’s computer using tools like Anydesk, Windows Remote Desktop, or Team Viewer, etc. 

Similarly, both Anakage conversational Cobot and ServiceNow virtual agent can automatically raise an incident via APIs. They can also redirect the user to the incident creation page if configured to do so.

Conclusion

The end-user experience can be improved by utilising automation and an AI-based NLP model, along with remote support engineers who can interact fluidly with CoBots and Users on a chat platform.

The Anakage platform provides the advantages of Remote solution firing, omnichannel integration with live guided Cobots, with which one can boost the user experience along with remote service desk automation.

To learn more about how we can assist you in implementing a successful Service Desk Automation, please contact us by clicking here.