AI TECH

SysAid launches AI Service Desk, a chatbot on Microsoft Teams

SysAid | June 30, 2022

SysAid
A conversational chatbot within Microsoft Teams that is powered by SysAid's IT automation capabilities has just been launched, according to the leading provider of IT service automation SysAid. The AI-powered service desk improves the employee experience while reducing the amount of time that employees and IT specialists spend on ticket resolution. It also enhances productivity and frees them up to concentrate on creating new business value.

Due to changing workplaces, organizations are dealing with two problems. Following the Great Resignation, organizations have made empowering people a top priority. As a result, employees have higher expectations and want to get the help they need whenever and wherever they need it, including IT service. However, the shift to remote and hybrid work provided a significant problem for IT teams due to the proliferation of cloud-native environments, multiple devices connected to business systems, and numerous app integrations. The reality of hybrid work is continuously changing, which has raised the workload for IT departments, overwhelmed personnel, prolonged resolution times, and heightened employee resentment.

Both issues are addressed by the new AI Service Desk, ensuring that employees have the experience they want and removing the obstacles IT teams face in trying to keep up with employee demands. With Microsoft Teams, a platform that has experienced remarkable growth and has over 270 million users worldwide, employees are given the ability to design and manage their IT service demands. Employees can easily and quickly resolve IT issues thanks to the employee-centric service desk, which autonomously calculates the necessary steps, routes and escalates tickets, automates activities, and activates workflows to answer requests. In addition, the Microsoft Teams bot will soon get NLP (Natural Language Processing) driven features that will allow it to respond to staff inquiries based on knowledge base articles.

"We have been working hand in hand with IT professionals from every industry for many years, and are acutely aware of the shifting challenges facing our customers, with high-volume low-value tasks bogging IT teams down. Automation and self-service capabilities are not only the key to letting IT teams get back to creating new value, they are the only feasible method of adapting to whatever changes the future of work may hold. We are proud to bring this critical tool to our customers, enabling them to scale in any work environment."

Sarah Lahav, CEO of SysAid

In order to focus on their own responsibilities and speed up the successful settlement of IT issues, employees may now open, manage, update, monitor, and close tickets without ever leaving their work surroundings. Additionally, the AI Service Desk gives IT departments the ability to inspect, safeguard, and manage their assets directly from SysAid's service desk, increasing organizational visibility and improving the administrative experience.

Spotlight

In this keynote from BMC Engage 2015 IT management conference, Bob Beauchamp, BMC Software CEO, discusses disruptive technologies and other driving forces in digital enterprise management. Learn more about BMC Digital Enterprise Management solutions: http://www.bmc.com/dem

Spotlight

In this keynote from BMC Engage 2015 IT management conference, Bob Beauchamp, BMC Software CEO, discusses disruptive technologies and other driving forces in digital enterprise management. Learn more about BMC Digital Enterprise Management solutions: http://www.bmc.com/dem

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