Intelligent Technician

Meet the Intelligent Technician AI Bot,your go-to for seamless and efficient technical support. In the fast-paced world of technology, hiccups happen, and a reliable support system is key.

Platforms

iOS, Android, Web, macOS, Windows

Industry

Artificial Intelligence

The Problem

While traditional ticketing systems can be a great way to collect employees’ requests for help with IT, equipment, and more, conversing in the comments section of a ticketing system can feel unnatural and disjointed. Employees often must check their email or a portal link for updates on their support ticket, which means requests for additional information on both sides of the conversation can quickly fall through the cracks. Most employees end up returning to what they know best: calling their support team directly on to their office phones.

Daily Challenges Of IT Support Manager

Every day password resets cause a lot of heartburn

Answering repetitive queries wasting precious resources

Most ticket creations take at least a 2-3 minute conversation or email back and forth

Knowledge deficit happens once an existing agent leaves

You are always under pressure to reduce the budget

Workers spend 36% of their day looking for and consolidating information

Accordingm International to research by Corporation Data (IDC), 90 percent of digital information is locked in repositories that don’t communicate with one another. Workers spend 36 percent of their day looking for and consolidating information, and 44 percent of the time, they can’t find it.

A Common Scenario

Sarah, a Support Agent, juggles multiple tools and systems to address diverse tasks, from equipment assignments to password resets. Handling support requests via email, texts, Microsoft Teams, and in-person, she contends with a constant influx. Despite each requester expecting a quick resolution, Sarah struggles to manage the varied requests, resulting in 40-100 messages weekly. Ticket details are scattered across email, direct messages, channels, and the service desk portal, causing confusion for requesters seeking updates.

Use Cases Intelligent Technician Can Handle

Faster Response

Generally, IT support executives need to resolve multiple tickets simultaneously, which is a very daunting task for them to understand and resolve the same.

AI-driven Ticketing System

Almost 30-40% of tickets get resolved automatically from Intelligent Technician.

Your customer support team can save up to 3-5 minutes per ticket by capturing the correct details—50% decrease in the rerouting of tickets.

Troubleshooting

Since technology isn’t perfect, it’s common to ask the service desk for help with device and software problems. The Intelligent Technician improves user support, increases self-service, and cuts down troubleshooting costs.

Password Reset

The common IT support issue, which usually takes a long time to fix, is easily addressed by the Intelligent Technician with AI. It automatically creates a temporary password without needing human help.