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The AI bots vital elements making your IT help desk indispensable

Author: Lapko Andriy

    The conventional IT helpdesk is one of those segments in the company’s structure which experiences dynamic digital transformation. In past years, companies have gained tangible benefits thanks to involving help desk support. Yet, it is necessary to increase the performance of personnel work in order to keep on this trend in future. Indeed, human capabilities are not boundless, at least within today’s business and social environment. Therefore, we have to find another solution that will enable the companies to exploit the IT help desks with maximum efficacy at the lowest cost. Artificial Intelligence is ready to take over these burdens.
    The latest innovations in Big Data analysis, Natural Language Processing/Understanding and Hierarchical Learning make integration of Artificial Intelligence extremely prospective and beneficial. Actually, utilization of robotic process automation as well as cognitive computing, represented by Artificial Intelligence bots, allows optimization of communication operations and, consequently, leads to improvement of business results far and away.
     The key advantage of modern Artificial Intelligence robots is that they are self-teaching program-based structures which are able to recognize human speech completely autonomously. Thus, the AI bots can be considered as a full-fledged labor-force unit that performs its duties keeping pace with human staff and in terms of productiveness even outstripping them.
    For a better understanding of AI bots usage benefits, we suggest you several basics that will definitely erupt business dynamics due to enhanced user communication potential:
1. Company Language Comprehension
    The biggest challenge for human personnel, related to IT help desk, is to be able to understand submitted inquiries and to respond properly. Similar to that, for Artificial Intelligence robots, representing your IT help desk, it is crucially important to recognize and to utilize appropriately the language, specific to the enterprise’s activities. In this case, using the Enterprise Language Model will be helpful which can be a sort of the manual containing guidance and references on what exactly your company is doing.
    Basically, ELM is a system comprising the language itself, that includes vocabulary, notions, terms, abbreviations, slang, synonyms, antonyms, proper nouns, phraseology etc., and database of motives, that are the most common aims of the users’ inquiries when they contact the help desk. So, the Enterprise Language Model has to be the primary stage in AI bots implementation as it gives the opportunity to recognize the thematic range of the company and to apply this knowledge when interacting with the users.
A few words about data
     As is known, big data is an umbrella notion, signifying the vast volume of information which has to be analyzed, distributed and stored within the specific data management system. In terms of effective data modeling for machine learning, two categories can be separated describing sparse and dense information.
    Sparse data is low-density information, the volume of which can be accounted up to triple-zero numbers. As this data volume is rather easy to analyze, it can be done with the help of a simple spreadsheet. In case of sparse data, the big-scale matters should be determined as well as the contemplations should be prepared and taught by human personnel. When framing the Enterprise Language Model, the specific company’s slang and in-house files have to be also actively employed.
    On the contrary, dense data is the type of information with the high degree of compactness that amounts to five or six zero numbers of data pieces. When dealing with dense data, the robots should be able to detect and recognize the big-scale matters and contemplations in a self-acting manner, selecting necessary elements from the collection databases in order to frame the Enterprise Language Model;
2. Reciprocity with users
     After finishing the development of a solid Enterprise Language Model, the vendor has to find out the optimal pattern of the AI bot cooperation with the elements and objects of your IT help desk habitat. In particular, you can choose between two options as Artificial Intelligence robots can function as a workman or as a helper.
What’s best for your enterprise: AI workman versus AI helper
     Fundamentally, AI workman is hidden from the users as it is fully placed on the program part of IT help desk and it doesn’t participate in voice communication with the clients. Instead, you can use AI workmen to find a solution for each individual case of an inquiry or to let the AI workmen make a preliminary job before the human personnel solves the problem. Nevertheless, if you want to program AI workman to address the problem by itself, it can do this. In another case, it can add the problem to the waiting list, so the live personnel can take over the task when ready.
    For instance, if you submit the task “to clear the memory”, “to sort the files by date” or “to upgrade the application” in favor of the user, AI workman will perform these tasks in a self-acting manner and inform the client about the result.
    Such pattern provides you with the range of benefits, some of which are:
  • The behavioral patterns of the user remain unchanged;
  • This model will suit the companies that are avoiding significant structural transformation, so the only shift is an AI workman included in the labor force.
   On the other hand, AI helper is involved in communication with the user. Basically, it performs the primary stage job, in particular, responds to the user, receives the request and adds it to the list of tasks that is later processed by human staff. Yet, AI helper can’t substitute live employee and resolve specific problems, it can only assist by conducting preparatory work.
    This pattern will provide you with the following benefits:
  • The elementary tasks are settled practically immediately via the communication routes (social media page, chat platform, website etc.);
  • Using AI helper allows decreasing the average time that is required for maintenance and repair of the failed elements as the robot is able to collect more information about the problem than human staff can do during a same period of time;                                         
3. Capacity to perform the back office inquiries
      In the essence of Artificial Intelligence bot, there has to be a functional system that will be able to fulfill the appropriate assignments and conduct required processes. It is possible to set such digital workflow in order to perform the internal inquiries by two methods:
           1. Utilizing FAQ Compilation;
     2. Involving Robotic Process Automation and Application Programming Interfaces.
What’s best for your enterprise: FAQ Compilation versus RPA and API
     The truth is in order to make AI bot fully comprehend the back office inquiry, it won’t be enough just to use the Enterprise Learning Module. In multiple cases, it will be necessary to filter the request information for getting multiple inquiry-related details and to actuate Robotic Process Automation and Application Programming Interface to find a solution.
     This is an example of processing service inquiry using FAQ Compilation:
     The inquiry is “It is necessary to change the browser
     The AI bot after getting this task will select the phrase “to change the browser”, then it will refer to the FAQ Compilation searching for the key contexts and notions related to the browsers, after that it will obviously categorize the available browsers (Chrome, Mozilla Firefox etc.) and check the compatibility with the system based on technical parameters. The analyzed data will be submitted to the human staff for further actions.
     Another example is related to the use of Robotic Process Automation:
     “I need to increase storage space for new project data”
    Performance of this assignment will entail identification of the phrases “to increase storage space” and “new project data”, then, detection of the user’s name in the inquiry ticket and submission of the request to the RPA for further performance.
    AI-driven bots, Robotic Process Automation, Cognitive Computing is the erupting digitization trend that is actively used by the ventures. IT helpdesk is one of the corporate segments where those solutions can show their undeniable advantages.
     Yet, before launching the process of AI bot integration into your company’s structure it is necessary to verify whether the solutions meet the following criterion:
         1. The Enterprise Language Understanding is able to comprehend both types of data including sparse and dense one;
       2. Your AI bot provides you with the behavioral model that suits your particular needs: full-fledged AI workman, invisible but self-contained, or AI Helper, communicative but less independent;
            3. Capacity to perform the internal inquiries using FAQ Compilation, RPA or API.
     When integrating AI bot in your company properly, it will result soon in a higher velocity of services processing and reducing expenditures for the corporate maintenance activities. In a broader context, it will provide you with an extended variety of strategic choices and better flexibility in business development.
     If this article was helpful for you, please submit your opinion and further comments. We are doing out best to provide you with the latest trends in digitization, in particular in Artificial Intelligence industry.
     We can deliver the cutting-edge AI bots solutions in order to increase the cost-effectiveness of your enterprise.

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