Artificial intelligence has the potential to transform many industries, and IT support is no exception. AI tools can automate routine tasks, provide real-time data analysis, and offer personalised support, all of which can enhance the quality and speed of IT support.
In this article, we’ll take a closer look at five categories of AI tools that are poised to revolutionise the way IT support is delivered.
Automated issue resolution:
IT support teams are often bogged down with resolving common issues, leaving them little time to focus on more complex problems. This is where AI-powered virtual agents come in. These tools use advanced machine learning algorithms to identify and resolve routine IT issues, freeing up support staff to focus on more important tasks.
Some examples of automated issue resolution tools include ServiceNow and IBM Watson.
In the next three years, these tools are expected to become even more sophisticated, with advanced machine learning algorithms that can better understand user intent and provide more accurate and personalised support.
Predictive maintenance:
Another area where AI can make a big impact is in predictive maintenance. These tools use machine learning algorithms to analyse data from various systems and predict when issues are likely to occur. This allows support teams to proactively address the issues, reducing downtime and improving the overall efficiency of the IT support process.
Some examples of predictive maintenance tools include Senseye and Uptime.com.
In the next three years, these tools are expected to become more widely adopted and to expand beyond traditional IT systems to include other types of equipment and machinery. Additionally, machine learning algorithms will become more accurate, enabling predictive maintenance tools to provide more advanced early warnings and reduce downtime.
Chatbots:
IT support teams are often swamped with routine questions from users. AI-powered chatbots can provide quick and accurate answers to these questions, reducing the workload of human support staff.
Some examples of chatbots include Tars and Mitsuku.
In the next three years, chatbots are expected to become more conversational and human-like, with advanced natural language processing capabilities that allow them to understand and respond to more complex questions and issues. Additionally, chatbots are expected to integrate more closely with other IT systems, making it easier for users to get the support they need.
AI Call Answering:
Innovative tools like Supportr.ai are transforming the way IT companies manage client interactions. This AI-driven solution steps in when team members are busy, handling calls seamlessly and ensuring out-of-hours escalations are managed effectively. During high-volume call events, Supportr.ai alleviates the pressure by answering queued calls, reducing wait times, and allowing customers to quickly get back to their day. Additionally, after each interaction, the system automatically generates a detailed support ticket in the helpdesk, capturing all relevant information for effortless follow-up and efficient tracking.
In the next three years, AI-powered personalised support tools are expected to become more widely used, with advanced algorithms that can analyse and interpret large amounts of data to provide more accurate and effective support.
Improved efficiency:
AI can also be used to automate repetitive tasks and streamline workflows, making the IT support process more efficient.
Workflow automation tools like IFTTT and Zapier can automate routine tasks, freeing up support staff to focus on more important tasks.
In the next three years, workflow automation tools are expected to continue to evolve, becoming more sophisticated and intuitive, making it easier for IT support staff to automate repetitive tasks and streamline workflows. Additionally, AI algorithms will be used to analyse and optimise workflows, identifying bottlenecks and inefficiencies that can be improved.
Artificial Intelligence has the potential to transform the way IT support is delivered. The five categories of AI tools outlined in this article, from automated issue resolution to improved efficiency, will revolutionise the way support teams work, making the process faster, more efficient, and more personalised.
What AI can do for your Business
The implementation of AI in an organisation can bring numerous benefits, but it can also be a complex and challenging process. Working with an IT consultancy firm that specialises in AI solutions can help you remove the roadblocks. Fuse Technology has a team of experts with experience in implementing AI tools to improve the efficiency and effectiveness of organisations.
Are you a Microsoft 365 user? Watch out for the introduction of Microsoft 365 Copilot, Your New AI assistant in the coming months!
Contact Us Today
We can help you understand the potential benefits of AI for your business and how it can be tailored to meet your specific needs and goals.