Aternity and Chatbots in Service Desk Operations for Improving KPIs

chatbot service desk
Aternity September 24, 2020
Service Desk teams are integrating Aternity’s unique digital experience insights with chatbot automation, to provide 7 by 24 service to their end users, reduce call volumes, and free up staff to focus on more complex issues.

Providing a world-class employee experience is a top priority for the modern service desk. It’s not just about solving problems. It is also about how quick, efficient and useful the service is. Calling the service desk and waiting on the line for someone to help can be a very frustrating experience. Using chatbots in service desk operations enables teams to automate operations and improve primary Key Performance Indicators (KPIs) such as satisfaction scores, ticket volume, Mean Time to Repair (MTTR), First Level Resolution (FLR) and First Contact Resolution (FCR) rates.

Our research show that 30% of the tickets that are open by end users could have been resolved faster by using self-heal and self-service solutions. Employees need immediate solutions to their problems, otherwise productivity and satisfaction suffer. At the same time, service desk teams must focus on improving efficiency and minimizing operational cost. Indeed, Gartner research says that the average cost per contact for live-agent support in the service desk is 190 times greater than the cost per contact for self-service. (Source: How to Scale Remote-Worker Services and Support Through ITSM, Steve White, Published 29 June 2020 – ID G00725087).

Aternity insights into the factors affecting user experience

The Aternity Digital Experience Management platform has insights into all of the factors that can contribute to a poor employee experience. These include device performance and health issues, such as low disk space, HD bad blocks, OS crashes, poor Wi-Fi connectivity, etc. Aternity also has insights into application performance problems, such as crashes, slowness, or application not launching. Aternity’s automated remediation enables IT teams to incorporate self-healing into their operations for the most commonly expected end user issues.

automated remediation, self-healing, shift left
Tailoring automated remediation is a two-step process. First tailor the action based on the recovery script. Then build a custom notification to the user for the action to take.

Chatbots in service desk operations

Through AIOps, Service desk teams have already incorporated Artificial Intelligence (AI) and Machine Learning (ML) into their operations to speed up problem identification and resolution. Chatbots represent the next step in further improving service desk KPIs. A chatbot is basically an AI application that interacts with users, using a conversational platform. The chatbot is part of the employee desktop environment, whether it is a dedicated app or part of Microsoft Teams, Google Hangouts or Slack.

Chatbots incorporate AI, ML and Natural Language Processing (NLP) to enable IT to automate processes that would otherwise have to be done manually. They are a key tactic in the effort of service desk teams to “shift left” – to resolve problems at the lowest possible level, even by the user alone, whenever possible. Chatbots enable employee self-service, a faster and better experience for the employees, less wait time, faster resolution time for resolution and lower IT costs.

chatbot in service desk

Four benefits of chatbots on service desk KPIs

Incorporating chatbots into service desk operations can deliver improvements on four main KPIs.

1. Better satisfaction scores through 7×24 availability

Chatbots are always available, immediately, so they help improve employee satisfaction scores. Chatbots eliminate the time waiting for a service desk agent, and the time required to research answers to routine questions. And chatbots can scale in ways that a human team cannot. Not limited by the number of service desk agents on duty, chatbots enable your team to handle a larger number of issues at any given point in time.

2. Cost reduction through automation and remediation

Chatbots deflect routine Tier 1 tickets by providing users with the answers to commonly asked questions. Even further, through remediation, chatbots can also automate the recovery actions to commonly expected end user issues, such as password resets, login issues, applications not running, etc. By offloading the work of routine questions or recovery actions, chatbots reduce the overall cost of IT, and enable service desk staff to focus their efforts on more complex problems.

3. Improve First Level and First Contact Resolution rates

In addition to enabling employee self-service and automated remediation, chatbots improve First Level and First Contact Resolution rates. Integrated with Aternity, a chatbot can ask a series of questions to the end user to help diagnose a complex end user experience issue, such as determining whether slowness in a particular application transaction was due to a problem with the client device, the network, or the application back end. Armed with this data, the chatbot can route the problem to the appropriate L2 or L3 team or enable it to be resolved by less trained staff.

4. Faster ticket resolution

Allowing chatbots to predefined and scripted routings which are powered by AI and ML technologies, speeds up time to resolution and reduces human errors. Faster ticker resolution also means restoring business as quickly as possible, which leads to better satisfaction.

Integrating Aternity and chatbots

Aternity integrates with any chatbot solution to provide the digital experience AI and ML that the chatbot platform needs to identify the cause of the user issue and run the corrective steps. Through the Aternity REST APIs, the chatbot leverages Aternity’s deep analysis of the client device, user experience and application performance to report back and answer any question posted by chatbot. At the same time Aternity can perform the steps defined in the chatbot algorithm to solve the problem using the self-healing remediation functionality embedded in the Aternity agents.

Here’s an example:

As shown, the chatbot integration with Aternity enabled specific recovery actions to be taken based on the information provided by the end user. Service was restored with no human intervention on the part of the service desk staff. Better customer service. Improved satisfaction. Faster resolution. And lower costs. Aternity and chatbots in service desk operations – a winning combination!

Get started today

Aternity Free TrialIf you’re not yet an Aternity customer, you can explore how we help service desk teams around the world deliver amazing employee experience. You can get started today by registering for a free trial of Aternity running in your environment. You’ll see how your organization compares to the market with the benchmarking insights from millions of end points monitored in via Aternity SaaS. You’ll see how your Service Desk can drive down costs and improve service with AI-driven automated remediation. And you’ll get a view of employee experience for every app running in your environment – even SaaS and Shadow IT.