15 Feb, 2021 • 2 min readArtificial Intelligence Natural Language Processing Operational Excellence
The future of Service Desk communications - intelligent understanding and automating
Service Desks around the globe have been miss-treated and under-invested in for years it feels, at least in comparison to their counterparts in Customer Engagement. Of course, it’s not really a surprise to many, as front line services often have a louder voice due to their direct interaction with your customers.But indirectly the Service desk has an important role to play in keeping your front line agents logged on and working, so are extremely important.
Often Service Desks are carved out and outsourced entirely, out of sight out of mind, judged by prioritised SLA’s and ticket closures, vs. experience and business value. Does this need to change? How can you bring your service desk into the 21st century?
What does the future hold for the help desk and Service Desk? For one, Natural Language Technologies (NLP) are making the Service Desk increasingly central to understanding business user needs.
The intelligence gathered at the Service Desk enables companies to identify and adapt business models to deliver more through technology. Over the next decade harnessing data from the Service Desk and applying technologies such as Artificial Intelligence (AI) and automation should see this function evolve faster and further than ever before.
Understanding the “what” & the “why” will be critical to improving future service standards. Many requests coming into the Service Desk are either calls or tickets being raised.
Although traditional ticketing tools may be able to confirm how many password resets are requested, they probably don’t have the analytical capability to specify which password, from which department, by which user and how frequently does this happen which is where Communications Mining comes in.
Communications Mining platforms including Re:infer look at what the action is, whilst mining the conversational data to provide insight on the who, and the why. These are the insights you need to positively change a process, system or behaviour which is leading to the request being received in the first place.
“I found more out in 2 weeks using the insight from Re:infer, than I had done in the previous 2 years” Data Science lead – Leading European FS Firm
Using text analytics to understand what’s happening isn’t new, but the Communications Mining difference includes the ability to be able to act on these written instructions and provide structured outputs and instructions to your RPA (Robotic Process Automation) Bots, enabling close to real-time actions to be completed, whilst gathering insightful data for your process improvement initiatives.
“Our partnership and deep integrations with leading RPA providers such as UiPath & Blueprism provide our customers with the confidence they need to double down on automating conversational based processes” – Dr Ed Challis – Co Founder & CEO Re:infer.
Outsourced or In-house, understanding what is going on in your Service Desk is important. Start your intelligent communications journey today. See what Re:infer's Communications Mining platform can do for your organisation.