Having a Top-Notch AI Is the Most Important Thing in ITSM Today

IT Service Management (ITSM) is undergoing a massive shift. This is fueled largely by traditional service desks’ inability to meet modern demand due to their reliance on manual triage, static knowledge bases, and human agents handling repetitive tickets manually. These service desks also put massive pressure on IT teams that have to cope with growing ticket volumes and complexity without increasing headcounts.  

The employees of today also expect instant support powered by intelligence. A McKinsey report shows that employees are 3x more likely to be using AI than their leaders expect, meaning it is important for companies to provide employees with top-notch AI assistants to resolve their support requests quickly and seamlessly.  

But what is top-notch AI in ITSM, and how can AI chat assistants translate to real-world value? As you read on, you will understand what capabilities distinguish leading AI service desks and how they can help with faster resolutions, superior employee experiences, and strategic benefits.  

Why Traditional ITSM Can't Keep Up with Modern Demands?

As businesses scale up with digital transformation efforts, the pressure on IT service teams has reached a breaking point. Traditional IT service management frameworks that are centered around static portals and human agents are proving to be unsuitable for the scale and complexity of IT support requests today.  

End users now expect to be supported in real time, but parallelly IT teams are stretched thin. So, embracing AI is the only option for maintaining service quality without scaling costs in the wake of rising IT support challenges.  

Explosion in volume and ticket complexity  

Undoubtedly, IT ticket volumes have skyrocketed in recent years. Whether it is onboarding new users across departments, troubleshooting IT issues, or resolving access control issues, requests have grown in terms of number and complexity. Reports indicate that companies have to handle tens of thousands of employee support tickets every month, and the variety of queries has also expanded beyond traditional issues to include multi-device and cross-system problems. Adding to the complexity, IT service desks also have to support a hybrid workforce operating across platforms and time zones. Given that there are limited human agents, the necessary round-the-clock coverage is nearly impossible to provide with traditional service desks.  

Legacy portals that are not user-friendly  

Despite heavy investment by companies in ITSM portals and knowledge bases, many employees bypass them by doing things, like calling or emailing the service desk rather than using the portal. This is because the interfaces are unintuitive, and the information is outdated, too technical, or hard to navigate. As a result, there is ticket inflation, where the employees escalate problems that they can potentially resolve themselves.  

Time and resource-consuming manual triage

Most traditional ITSM systems still are reliant on manual classification and routing of support tickets. Typically, a human service desk agent reads incoming tickets, assigns categories, and forwards them to the respective team in a process that is inefficient and even prone to errors.  

IT team burnout  

Since IT teams spend about 70% of their time handing L1 support requests that are repetitive, they have a high risk of burnout. Along with skilled IT talent being wasted on low-impact tasks, there is also the issue of morale being hurt due to the repetitive nature of most of the tickets.  

How Can AI Implementation Transform the ITSM Process?

An Agentic AI assistant can help employees with their support needs rapidly and at scale. If the ITSM is equipped with a top-notch GenAI/Agentic AI assistant, employees can count on them to get their issues resolved via a coversational interface like MS Teams or Slack. They can converse with the AI assistants, which understand the intent of the support requests, and guide them conversationally to solutions. These AI ITSM assistants can further integrate seamlessly with modern-day ERP, HRMS, CRM, and other systems to help IT teams with a host of internal operations from automating approval chains, to processing form submissions.  

Crucially, employees can get their high volume, repetitive requests resolved via the AI assistant that is part of the ITSM solution. The IT team can hand off tasks, including password resets, assets provisioning, and software installation to the AI assistant, which can intelligently guide the employees or resolve issues automatically while triaging the complex cases with minimal intervention.  

It is worth mentioning that AI-driven ITSM solutions can even proactively detect system anomalies by monitoring system performance and even predict potential disruptions before they occur.  

Crucially, implementing AI assistants into the ITSM workflow constantly improves the process. With machine learning models trained on historical ticket data, the AI assistants become increasingly better at categorizing, prioritizing, and routing incidents, and as a result, the handling time drops and  the right expertise is applied faster.  

What Makes an AI Solution Truly Top-Notch in ITSM?

With the implementation of top-notch AI, employee support requests can be resolved with deep contextual understanding, robust automation, and an architecture designed to constantly learn and improve.  

Deep natural language understanding beyond keyword matching  

Truly top-notch AI excels at understanding your employees’ support needs in human language along with nuance and context. It can take in multi-sentence conversational queries and understand them irrespective of the usage of varied phrasing or slang. It can subsequently ask clarifying questions to resolve ambiguity and even offer multilingual support for global teams. The AI-powered ITSM solution’s deep understanding of the support request translates directly into high first-contact resolution rates.  

Action-oriented intelligence

A top-notch AI assistant for ITSM can go further than answering queries and act independently, implementing end-to-end workflows with automation that would otherwise require a human agent.  It can execute tasks, like remotely installing software on employee systems, resetting accounts for employees directly in the chat, and providing relevant access and onboarding documents to new employees.  

Contextual and personalized experiences

With the implementation of top-notch AI for handling employee support, IT teams can rest assured that chat assistants are offering personalized experiences, considering the user identity, the context of the support request, the device they are using, and their support history and preferences.  

Using this contextual awareness, the AI assistant can make relevant and actionable responses, such as applying the right company policy based on location or suggesting the right VPN setup based on their device/ OS.  

Continuous improvement and learning

One of the most important prerequisites for an AI ITSM solution to be top-notch is the existence of built-in feedback loops to improve performance over time. The best AI assistants can learn from failed resolutions and successful agent handovers. It can also integrate new support request patterns and queries along with agent input to improve its knowledge base.  

Why Rezolve.ai Is the Top-Notch Agentic AI Bot for Your ITSM Needs?  

Investing in top-notch AI can transform your ITSM process. It can slash your resolution times, bring down costs, and vastly enhance the employee experience. Rezolve.ai is a solution that is specially designed for modern ITSM needs, combining powerful generative AI, no code automation, and deep enterprise integration to deliver outcomes that matter.  

Faster resolution of support requests from hours to minutes  

With legacy service desks, it can take 30+ hours to resolve a ticket due to handoffs, triaging, and other bottlenecks. This massive delay can directly impact your employees’ productivity, user satisfaction, and the IT teams’ workload.  

Rezolve.ai’s Agentic SideKick 3.0 can bring down the issue resolution time to a matter of minutes by using advanced natural language processing and automation to tackle high-frequency issues, such as network diagnostics, password requests, or software installations, all within the employee chat interfaces, like Slack or MS Teams. When an employee makes a request, the Agentic SideKick 3.0 bot can understand it, trigger the relevant workflow, and deliver a resolution in a single session, without even opening a ticket. Case in point, Black Angus, the restaurant chain, employed Rezolve.ai to handle 90% of their after-hours IT issues autonomously, reducing dependency on overnight support staff while speeding up service.

Cost-efficiency via automation and deflection  

Repetitive L1 tickets are a massive drain on IT budgets and morale. Intelligent AI assistants can deflect 40 to 70% of these by offering self-service capabilities to employees and lead to major cost savings.  

Rezolve.ai can especially help automate a wide range of IT support tasks due to its agentic capabilities that can garner the employee support requests’ intent and execute the relevant workflow. Using Rezolve.ai’s AI Studio, IT teams can even set up automation for common and custom tasks, including application provisioning and user onboarding. As a result, IT teams have fewer live interactions, near-zero escalations for routine tasks, and much faster fulfillment.      

Enhanced employee experience with instant, personalized, and 24x7 support  

Traditional service desks, static knowledge bases, and long ticket queues lead to productivity loss among employees. Employees expect quick, conversational, and context-aware resolutions, which is why Rezolve.ai allows IT teams to provide support to employees directly via an AI assistant within Microsoft Teams or Slack. The intelligent AI assistant knows who the employee is, and what device or apps they are using, and delivers responses tailored to their environment, whether it is for an IT issue or a policy question, irrespective of the time or day.  

Notably, in the case of AC Transit, Rezolve.ai enabled bus drivers and shift workers who couldn't call IT during off-hours to get real-time assistance, boosting service quality across the organization.  

Strategic enablement with proactive IT

With a solution like Rezolve.ai, IT teams can shift from reactive ticket handlers to strategic enablers. This means they can spend less of their valuable time solving repetitive employee support tickets and more time on high-value tasks, including system upgrades, cybersecurity, and business innovation. Further, using the insights they get from the AI ITSM on performance, they can work on proactively solving issues before they turn into outages.  

Rezolve.ai has built-in analytics and continuous learning capabilities, so it learns from every interaction to expand its knowledge and the accuracy of issue resolution. It can even come up with patterns that IT leaders can act on. Further, the explainability and compliance-ready framework built into it means that the AI assistant can be trusted to scale securely to resolve employee support issues organization-wide. Notably, when the Patelco Credit Union implemented the solution to tackle L1 queries of employees in seconds via Teams, their human staff could focus on initiatives like new tech rollouts.  

Conclusion  

Traditional IT service management is no longer sufficient to meet the demands of the modern workforce, which is why intelligent actionable AI is the need of the hour. Employees require instant and intuitive support in natural language in the channels they use for their work, but manually accomplishing this with human agents is near impossible due to the volume and complexity of the support tickets and the fact that IT teams have significant constraints when it comes to resources and staff.  

But the implementation of top-notch AI can serve as a lifesaver, offering speed, scale and strategic value. It transforms how support is offered to employees by automating routine tasks, enhancing employee satisfaction, and bringing down overall costs. Rezolve.ai is the leading AI ITSM solution for teams looking for these results because of its integration with Microsoft Teams, where it can understand and resolve routine employee support requests within the chat window. As a result of employees’ being able to bypass the traditional support process by relying on an AI assistant to answer their queries instantly or execute basic requests autonomously, the resolution time is cut short by hours.  

Owing to its powerful natural language capabilities, it can even understand complex requests and transfer them for review to a human agent. Due to the agentic automation and self-learning capabilities, it can also scale with your organization's needs. It keeps expanding its knowledge base with each issue resolution and policy update to always offer accurate solutions to your employees’ support needs. Consequently, your IT team’s productivity rises, and you can offer quick support to your employees throughout the day.  

To see the full capabilities of the top-notch AI help desk for your ITSM needs, contact us for a demo of Rezolve.ai