Nov 2, 2021. By S V Aditya
Email based ticket management is a common requirement. This focuses on efficiency at the operator's end. But what if we could turn this around and increase the efficiency at the IT user end? This is what brings the concept of Omnichannel IT support. Building off the idea of marketing, Omnichannel IT support aims to reach the user at their convenience wherever its located - whether it be email, phone, web, social media, or smart devices. In this blog we are going to discuss the most advanced usecase of practical omni-channel technology - Voice-assisted IT ticket management.
Case for Voice-assisted Ticket Management
Why should enterprises consider increasing their support to automated voice-based ITSM activities? Well firstly, it is easier on the user. Voice is the most natural form of communication and also the fastest. Users can spend 20 mins writing an email to convey a message that will take just a few minutes over a voice note or a phone call. Speeding up this process results in increased convenience for the end-user who can simply use their voice to register complaints. Simply put, it increases the business efficiency of ITSM operations by making the entire communication faster. At the same time, the minutiae like tracking and auditing are not compromised as there is a ticket management system that is directly integrated with Voice support.
Phone-based support is mostly slow and a lot of time is lost in customer engagement. Sometimes L1 helpdesk is not competent enough to help people who want a quick resolution. Most often, the callers themselves are not technically proficient and lack the ability to convey their issues to the helpdesk. This causes delays resulting in more people waiting on IT support lines listening to robotic messages. This only makes the end-users more irate and difficult to manage, tanking the end-user satisfaction surveys. The technical level of the L1 helpdesk also comes into play. Most often, L1 help desk only enables simple resolution and sticks to a script which can be very frustrating for the end-user. Such mundane activity like going through a script can be easily automated and performed better by an intelligent algorithm that knows when to file a ticket, when to give a solution, and when to escalate to the right person. In other words, automated voice ITSM provides a simpler, faster alternative. Let's talk about how it works.
Voice-assisted IT Ticket Management
There are two ways a user can use Voice ITSM. Simply reach out with phone calls, or use a smart home device like the Amazon Alexa. At this stage, AI-based voice-recognition kicks in and identifies the caller. An automated voice bot prompts the user to speak about their issue. Once the user has described their issue, a speech-to-text model deciphers their problem and converts their voice to text. AI-driven intent classification module then decides if it's an incident or a service request and to what category,sub-category or product their issue belongs to. Natural language processing-based text mining then creates a meaningful description and title for the ticket. A voice sentiment analysis tool and urgency classifier determine the priority of this ticket. Together they have all the ingredients for a helpdesk ticket - which is filed by the ticket management system. All of this is done within a few seconds of the user stating their problem. It's as simple as that - although the technology behind it is deeply layered.
Practicality and advantages of Voice-assisted ticket management
Without beating around the bush, all of the above is currently possible with the technology we have today - it is simply a matter of deciding the approach and weighing the benefits against the investment into each technology. ITSM companies can deliver seamless experience to their customers - whether internal or external - at their convenience and at faster speeds. Using voice-authentication also bypasses the need for login, further simplifying the user experience. Sentiment analysis constantly tracks the user's emotions and adjusts priority and decides on escalation based on their urgency and irateness. Advancements in machine learning have made speech-to-text change from barely effective to extremely competent. Moreover, these algorithms can even adjust for dialects and accents where human operators would find it difficult to decipher the user's intentions. Voice-based systems are also more accessible to visually impaired end-users. Ultimately, they add a layer of convenience to both the user and the operator (L1 agent) at the other end, and improve the level of engagement for IT users.
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