ACE Coimbatore - AI and Future of Help Desks.pdf

Discover how Generative AI can revolutionize IT support management by addressing current challenges and enabling AI-powered support automation. This session will explore the role of generative AI in enhancing IT support through intelligent issue resolution, predictive maintenance, and personalized user assistance. We'll delve into the capabilities of generative AI, such as natural language processing and anomaly detection, and provide step-by-step implementation strategies. Learn how to integrate AI tools into existing workflows, train models with relevant data, and ensure seamless deployment, ultimately transforming IT support into a more efficient and proactive function.

1. Actionable Strategy for implementation of AI Help Desk

Gen AI and Future of Help Desks

2. Agenda
1.Top Workplace Applications
2.Common Help Desks
3.AI Help Desk
4.Traditional vs AI Help Desk
5.Benefits of AI Help Desk
6.Implementation Strategy
7.Getting Started

3. Top Workplace Applications
Initiative ROI Considerations
Content Creation High
Reduced content creation costs, Increased content output, Improved
content personalization
Data Analysis & Insights High
Improved decision-making, Identification of new opportunities, Reduced
time spent on manual data analysis
Help Desk Automation High
Reduced support operations costs, Improved customer satisfaction,
Frees up human agents for complex tasks
Enterprise Search Moderate
Improved information retrieval, Increased knowledge sharing, Improved
employee satisfaction
Code generation Moderate
Increased developer productivity, Reduced development time and costs,
Potentially fewer coding errors

4. Common Help Desks
IT Help Desk
Provide technical support and resolve technology-related issues

Common queries:
-I've forgotten my password. How do I reset?
-I need access to Jira
-VPN isn't working for me?

5. Common Help Desks
HR Help Desk
Address employee-related inquiries and support HR processes

Common queries:
-How do I request time off?
-How do I change my 401(k) contribution?
-What's our work-from-home policy?

6. Common Help Desks
Customer Service Help Desk
Provide support and assistance to external customers

Common queries:
-How do I change our account administrator?
-How do I cancel my subscription?
-We're experiencing [specific error]. How can we resolve this?

7. AI Help Desk

8. AI Help Desk

9. Traditional vs AI Help Desk
Complex Form Filling
Interface
Natural Chat
Interface
vs

10. Traditional vs AI Help Desk
9-5 Availability 24*7 Availability
vs

11. Traditional vs AI Help Desk
Slow Manual
Resolutions
Unlimited Instant
Resolutions
vs

12. Benefits
Easily and cost-effectively scale your
support operations with Gen AI powered
copilots
95%
90%
60%
Guaranteed end-user
satisfaction
High
acceleration
rate
High automatic
resolution rate

13. Implementation Strategy
1.AI Assessment
2.AI Knowledge Engineering
3.Chatbot Prototype
4.Continuous Adapative Learning
5.Advanced AI Automations
6.Human Agent Augmentation
7.AI Insights
8.AI Security and Governance

14. Implementation Strategy

1. AI Assessment
Asses your existing help desk processes
and identify areas for automation

15. Implementation Strategy

2. AI Knowledge Engineering
Organize existing company documentation,
policies, and product information

16. Implementation Strategy
3. AI Chatbot Prototype
Build a simple FAQ knowledge base

17. Implementation Strategy


4. Continuous Adaptive Learning
●Set up Continuous learning by connecting to
knowledge sources like Confluence, SharePoint
●Train the chatbot on historical help desk tickets
and past conversations in Slack/Teams

18. Implementation Strategy

5. Advanced AI Automations
●Understand complex questions
●Mimic human actions in business apps
●Provide personalized responses
●Understand images and videos

19. Implementation Strategy


6. AI Agent Augmentation
●Rephrase answers for tone adjustment
●Summarize customer conversations
●Identify situations that need human handover
●Understand emotional tones and trigger escalations
●Turn conversations into knowledge assets

20. Implementation Strategy

7. AI Insights
Monitor and track automation rates,
identify gaps and opportunities

21. Implementation Strategy


8. AI Security and Governance
-Anonymize training data, user queries
-Ensure company data is not used train LLMs
-Ensure ISO, SOC2 and GDPR compliance

22. Getting Started
Build a custom Gen AI chatbot using
-Data layer for RAG (e.g., LlamaIndex, LangChain)
-Foundation models (e.g., Open AI, Claude, Gemini)
-Vector databases (e.g., Pinecone)
Leverage purpose-built vendor products like Enjo AI

23. Get Started with Enjo AI
1.Personalized Enjo demo

2.Help desk automation potential assessment

3.14 days no obligation free trial

4.3 months guided Pilot program