From the course: IT Service Desk: Customer Service Fundamentals with AI

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Overview of AI tools used in IT service desks

Overview of AI tools used in IT service desks

From the course: IT Service Desk: Customer Service Fundamentals with AI

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Overview of AI tools used in IT service desks

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- [Instructor] It's quite amazing how quickly AI tools become fundamental in customer service. You wouldn't be wrong in thinking that AI is already the backbone in IT service desk operations, too. It is prudent to consider the most common AI tools and their uses in order to get a feel for what is possible and what is useful to your own IT service desk. First on the list is AI-powered chatbots. These run atop generative AI models, and they're all the rage these days, but they're popular in customer service for a reason. Several reasons, really, but here are a few. They can handle basic tasks such as password resets and basic troubleshooting very well. They provide immediate and relevant responses to common customer inquiries. And AI chatbots can collect, sort, and prioritize tickets and initial information before escalating them to human agents. Ticket classification and routing systems are another strong AI win for IT service desks. These can categorize, prioritize, and route tickets…

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