In the world of IT support, artificial intelligence (AI) has become a game-changer, revolutionizing how organizations handle tech issues. From streamlining ticketing systems to providing instant chatbot solutions, AI for IT support has proven its worth.
We’ve already explored the various applications of ChatGPT for IT support, such as writing SOPs or quick email responses. Since then, AI has evolved non-stop, widely expanding its offering and capabilities for IT Service Management (ITSM).
In this article, we will uncover some of the best AI IT support tools. We’ll explore these cutting-edge tools, showcasing their unique features and advantages. Furthermore, we’ll discover how IT teams are using AI to streamline their services and which are the top AI IT support tools in the market right now.
Join us as we dive into the world of AI IT support and explore the best AI features that are leading the way in 2024.
Let’s get into it!
Table of contents
- What is AI IT support software?
- Why do you need an AI-powered IT support tool?
- How are IT teams using artificial intelligence?
- Benefits of using AI for customer support
- Top 5 AI IT support tools in the market
What is AI IT support software?
Let’s start by defining traditional IT support. It is essential for organizations to implement IT support as it provides technical assistance to customers and end-users. A dedicated team of IT professionals is in charge and usually assists customers via a help desk. Companies can employ their own IT support representatives, or they can choose to outsource this support to another company.
But the IT team does not work alone. It usually needs ITSM software to streamline its processes. And AI IT support software takes this concept to the next level by leveraging artificial intelligence and machine learning technologies to automate and enhance IT support processes.
An AI-powered software can analyze large amounts of data to identify patterns and trends, allowing it to provide more accurate and efficient solutions to IT issues. Additionally, this type of solution can automate routine tasks, such as ticket routing and resolution, freeing up IT staff to focus on more complex issues.
Why do you need an AI-powered IT support tool?
Organizations today are facing increasing pressure to deliver faster, more efficient, and cost-effective IT support services. AI-powered IT support tools offer a range of benefits that address these challenges and make them a crucial asset for modern businesses.
If you care about streamlining your IT support, AI can significantly improve the efficiency of IT operations into end-user success. From automation to text prediction, AI can undoubtedly improve your agents’ response time, while IT teams can focus on more strategic initiatives that drive business value.
How are IT teams using artificial intelligence?
One of the key areas where AI is making a significant impact is in the automation of routine tasks. AI-powered tools can automatically categorize and prioritize support tickets, route them to the appropriate teams, and even suggest solutions based on past resolutions, reducing the burden on IT staff and improving response times.
Another area where AI is being used is in proactive monitoring and maintenance. AI-powered systems can analyze data from various sources, such as logs and sensors, to identify potential issues before they cause downtime. This allows IT teams to take preemptive action, such as applying patches or reallocating resources, to prevent problems from occurring.
AI is also being used to enhance the customer support experience. Virtual assistants powered by AI can provide instant answers to common queries, freeing up human agents to handle more complex issues. These virtual assistants can also learn from past interactions and improve their responses over time, providing a more personalized and efficient support experience for customers.
Finally, generative AI is key to updating the knowledge base, crafting more and better texts to help improve help desk agents’ responses to incidents as they occur. It can also summarize tickets for everyone to have a better understanding of the issue, therefore enhancing omnichannel support.
5 benefits of using AI for customer support
To achieve customer satisfaction, customer support must be exceptional, and artificial intelligence can really help to achieve that. Here are some of the advantages you can get from adding AI into the support mix:
- Reduced workload – AI-powered tools can simplify or automate complex tasks, lowering the workload of IT operations teams and reducing stress and burnout among professionals.
- Improved response time – AI solutions can improve detailed responses to requests, allowing support agents to address tickets and resolve user issues more quickly.
- Knowledge base maintenance – AI tools can speed up the knowledge base article creation process by converting incident resolutions into article drafts, ensuring the knowledge base stays current and retains all the information even when experienced team members leave.
- Ticket summarization – AI-generated ticket summaries make it easy to review the full interaction history with a user, allowing agents to quickly get up to speed on complex cases.
- Enhanced user experience – Virtual agents powered by AI can provide support by accessing the company's Knowledge Base to provide a contextualized summary of information, improving the overall user experience.
These benefits not only streamline IT tasks but also enhance the overall work experience for IT professionals, allowing them to focus on more pressing and fulfilling tasks.
Top 5 AI IT support tools in the market
AI Hub for InvGate Service Desk
InvGate AI Hub for Service Desk offers a comprehensive suite of AI-powered features that streamline IT operations and enhance support services. Its generative AI tools focus on simplifying and automating complex tasks, such as crafting detailed responses to requests and briefing ticket interactions.
This AI-powered solution not only benefits IT professionals by easing their workload but also enhances the overall support experience for end-users, including key features like AI-improved responses, knowledge article generation, and keyword creation. Adding its virtual Agent support, InvGate AI Hub ensures faster responses and more self-service options for users.
HelpScout
HelpScout AI IT Support tool aims to unlock the power of support teams by leveraging AI to handle repetitive tasks while professionals manage more complex tasks.
The platform's AI capabilities enable faster responses by condensing long email threads into concise bullet points in seconds. This feature eliminates the need for manual sifting through previous replies, providing agents with the context they need to craft well-crafted replies quickly.
Freshdesk
Freshdesk's AI service desk provides intelligent Agent assistance through chatbots, which can find relevant resources from the Knowledge Base and answer basic questions, freeing up support agents for more complex issues.
The system also suggests relevant articles from the knowledge base when users create support requests, reducing incoming tickets.
Zendesk
Zendesk's AI-powered chatbots are equipped with advanced capabilities such as knowledge management, intelligent routing, reporting and analytics, and sentiment analysis.
These features enhance customer support by providing accurate information, directing tickets efficiently, providing insights into customer interactions, and responding empathetically to customer messages.
Zoho Desk
Zoho Desk's AI-driven chatbot, Zia, empowers customers with self-service options by facilitating quick answers to queries. Zia intelligently selects relevant articles from the Knowledge Base, improving the overall customer service experience.
Moreover, Zia's accessibility extends beyond text, allowing customers to interact through voice commands, enhancing usability and convenience.
To conclude
Artificial intelligence has become a crucial asset for IT teams worldwide, from streamlining ticketing systems to enhancing customer interactions. Here we have explored the evolution and impact of AI in IT support, highlighting the top AI IT support tools in 2024.
Some key takeaways from this article:
- AI is revolutionizing IT support, enhancing efficiency, and improving customer satisfaction.
- AI-powered tools automate tasks, provide faster responses, and reduce the workload on IT teams.
- IT Teams can really benefit from implementing AI into their services.
If you are looking to experience the power of AI for IT support to simplify and automate your IT operations, improve response times, and enhance the overall support experience for your team and customers, request a 30-day trial of InvGate AI Hub for Service Desk! No strings attached.
