{"id":20116,"date":"2024-05-09T13:09:15","date_gmt":"2024-05-09T12:09:15","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=20116"},"modified":"2025-05-29T10:36:13","modified_gmt":"2025-05-29T09:36:13","slug":"ai-service-desk-self-sufficient","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/ai-service-desk-self-sufficient\/","title":{"rendered":"How an AI-powered service desk makes customers more self-sufficient"},"content":{"rendered":"

How self-sufficient are your service desk customers? Shift Left is a method for making your customers more self-reliant by giving them the tools for finding the answers to their questions. But what if your customer doesn\u2019t enter the correct search term and is thus unable to find the right answer? Or doesn\u2019t know exactly what they\u2019re looking for? Artificial Intelligence<\/a> solves precisely this problem.\u00a0<\/strong><\/p>\n

Wouldn\u2019t it be great if your customers could answer their own questions? If they were no longer dependent on service desk opening times and capacity, and could solve their own problems at a time of their choosing?\u00a0<\/strong><\/p>\n

3 ways in which an AI-powered service desk can help make your customers more self-sufficient<\/a>.<\/strong><\/p>\n

AI, Shift Left and service management<\/h2>\n

Shift Left<\/a> doesn\u2019t only enhance customer experience; it also benefits the service desk by actively reducing the number of calls and eliminating repetitive tasks. This leaves more time for more challenging problem-solving. The end result? Happier service desk employees and happier customers: a win-win situation.<\/p>\n

Making Shift Left a success isn\u2019t easy. But thankfully help is at hand. You can improve your Shift Left operation demonstrably using Artificial Intelligence. Below are 3 ways in which AI can help your service desk customers become even more self-sufficient.<\/p>\n

1. AI helps customers find information more easily in your service desk<\/h3>\n

A key component of Shift Left is Knowledge Centered Support<\/a>: service desk employees create knowledge items and customers subsequently retrieve the information that they need from the knowledge base. Well, at least that\u2019s the theory. In practice, the service desk often makes information available, yet the customer is unable to find it. Either because the customer doesn\u2019t know exactly what information they\u2019re looking for, or because they\u2019re not using the same search term as the IT specialist who has written the knowledge item.<\/p>\n

Thanks to the\u00a0Natural Language Processing and Understanding\u00a0(NLPU) component of Artificial Intelligence, computers are able to understand human language. They can discern the topic and context of a text. For the service desk, this means that the computer has improved understanding of two things: the customer\u2019s enquiry, and the knowledge item subject matter. The benefit? AI enables the machine to make a much better match between the customer\u2019s request and the machine-generated solution, even if the customer\u2019s request is unclear. AI also recognizes and reports which questions cannot yet be answered with the help of a knowledge item. That way you know what information you need to add.<\/p>\n

If your company is multilingual then it\u2019s essential that knowledge items are available in multiple languages. Unfortunately, most service desks don\u2019t have a dedicated translator to hand. Artificial Intelligence provides a solution: NLPU can translate knowledge items automatically, ensuring that new information is instantly available to customers everywhere.<\/p>\n

2. Chatbots and virtual assistants provide 24\/7 service with a smile<\/h3>\n

Increasingly, a customer\u2019s first contact with the service desk is not with a person, but a chatbot<\/a>. Chatbots are constantly available. Even in the middle of the night and at weekends. And chatbots don\u2019t mind answering the same questions over and over again. This directly benefits your customers and your service desk employees.<\/p>\n

Chatbots help customers find the information they\u2019re looking for through conversation. For people, this is a far more natural way of retrieving information than a search query. The customer starts off with a general question, instead of immediately specifying the right keywords. The chatbot determines precisely what the customer enquiry concerns by asking additional questions. This conversation prevents customers from becoming frustrated during the search process.<\/p>\n

If the chatbot can\u2019t find the right information, it can independently create an incident. This reduces the workload for both customers\u00a0and service desk employees.
\nSome chatbots can even solve problems autonomously, by resetting passwords for instance. This \u2018chatbot plus\u2019 is a virtual assistant that\u2019s available 24\/7 to relieve busy service desk employees of small, simple, repetitive tasks.<\/p>\n

3. Machine Learning proactively predicts customer requests<\/h3>\n

In some cases,\u00a0Machine Learning<\/a>\u00a0(another AI component) completely eliminates the need for customers to search for information. How does this work? ML enables you to predict why customers will visit your portal. Amongst other things, it makes this prediction based on their job role, department and location, and the activity of other portal users.<\/p>\n

By virtue of this predictive technology, the portal is able to proactively present the information that customers are likely searching for. Such as a knowledge item or new computer request form. This is comparable to the way in which Netflix provides suggestions for series that you are currently unaware of, but will probably enjoy.<\/p>\n

Empowering self-sufficiency with smart service management<\/h2>\n

AI isn\u2019t just about flashy tech\u2014it\u2019s about making life easier for your customers and your service desk. Whether it\u2019s through smarter search, proactive support, or always-on virtual assistants, AI strengthens your Shift Left strategy by helping customers help themselves. And when customers are more self-sufficient, your service desk has more time to focus on what really matters.<\/p>\n

At TOPdesk, we believe in practical innovation. That means using tools like AI to improve service delivery, reduce friction, and create better experiences\u2014for both customers and employees. Ready to take the next step toward a smarter, more efficient service desk? We\u2019re here to help you make Shift Left a success!<\/p>\n","protected":false},"excerpt":{"rendered":"

Discover how an AI-powered service desk empowers customers to solve issues faster and improves service efficiency through self-service. Learn more here.<\/p>\n","protected":false},"author":1,"featured_media":40683,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-20116","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28128,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nBoost Customer Self-Sufficiency with an AI-Powered Service Desk<\/title>\n<meta name=\"description\" content=\"Discover how an AI-powered service desk empowers customers to solve issues faster and improves service efficiency through self-service. 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