Key points:
- Support organizations and help desks are experiencing a dramatic shift with the evolving technologies and smart applications leading to demanding user expectations
- Customer satisfaction is now at the forefront as new technologies enable more efficient communication, which is both boon and bane to IT support
- Virtual Assistants are replacing agents
As we speak, the helpdesk software industry is undergoing a period of transformation. What remains static is that agents will continue to use software to help them solve customer problems. What will change significantly is the intelligence of those machines.
Artificial intelligence, machine learning and big data are sweeping the world of technology and their application has already begun to alter what machines can do. This will have an enormous impact on every industry, including helpdesk software.
Although artificial intelligence operates based on the data fed into a system, machine learning works differently. Machine learning enables computers to think and act like human beings.
Trends we predict for the future of the helpdesk software industry:
1. The rise of smart technology
Patient technology that allows customers to be better informed about their expectations and empowers agents to be smarter in offering resolutions to customers will be the trend. Customers call with multiple questions at a time, for example, order status, delivery schedules, refund timelines, and network. Technology that can read and predict customer expectations and offer agents solutions to close customer queries quickly and accurately will lead the wave of next-gen technology. For example, if you are a Netflix subscriber, you may have noticed that the recommendations you receive are based on your past behavior. That’s AI in action. Through big data insights, Netflix seamlessly delivers personalization for each customer.
2. Applications of Artificial Intelligence (AI)
AI will be used in virtually every industry, primarily as an interface with customers. The helpdesk support industry, in particular, will undoubtedly be a dominant area where intelligent automation finds manifold applications. Many processes will be automated based on AI, and only those actions and issues that require human interference and decision-making will rely on human support staff.
For example, in the transportation business, artificial intelligence can be employed to predict traffic flow on a particular stretch of road. For instance, smart personal assistants like Alexa can accept voice commands to help you create to-do lists.
3. Machine learning will threaten jobs
Machine learning is based on the idea that machines can be taught to think and make decisions like humans, with a certain degree of accuracy. The higher the accuracy, the higher the probability of machines replacing human jobs.
If machines become as intelligent as humans, we are bound to experience high levels of automation. However, the quality of this intelligence will be a source of contention for the next few years.
4. Self-service could be a game changer
If automation becomes as big as some experts predict, companies will try eliminating human interference as much as possible. Customers will instantly be able to chat with bots who can understand their query, think through a solution or postpone the resolution, if needed, and update the customer on their question.
The idea is to help customers help themselves, as long as it saves them time and effort in resolving the query to everyone’s satisfaction.
Imagine, for example, you are in the hardware business, and a customer has a problem with storage space on her system. The customer could log in to the helpdesk page, where they can enter their question. The bot, programmed to understand the query, would respond to the customer with possible solutions, such as expanding the hard drive or a space division. The bot would be powered by AI or machine learning and operate based on keywords customers enter into the system or use in chat boxes.
5. Agents empowered by AI
While we can’t fully foresee how far and in what new ways AI and machine learning will impact our world, human interference will always be needed until machines can think and act exactly like humans. Therefore, helpdesk support staff, which has been the bedrock of helpdesks across the industry, will not go anywhere anytime soon.
However, machines can analyze agent behavior vis-à-vis customer behavior and suggest solutions to customer problems. Machines that employ reciprocal intelligence will make agents smarter and more efficient in solving customer complaints. The AI-based software will not be a passive participant in the customer resolution process but will become a “colleague” of the helpdesk staff. They will be able to engage with the software and vice versa.
6. Big data, big picture
Data in itself is useless unless it helps to make meaningful decisions. Machines can be taught to analyze huge amounts of data from across the company and to help leaders identify business opportunities not visible to the “naked eye.”
In some cases, systems can make smarter and more effective decisions than humans. If nothing else, they could provide possible solutions that the leadership can then brainstorm. For example, DeepText, a new AI initiative by Facebook, allows the company to analyze the textual content of several thousand posts per second. So, if you are a celebrity, DeepText can help you sort through millions of comments to find the most relevant information about yourself.
To conclude, helpdesk software of the future will be able to do much more than it has in the past. AI-based helpdesk software will not be just a tool to support staff—it will become a valuable decision-making tool for leadership.
ThinkOwl is an AI-powered cloud customer support solution with everything organizations need to deliver extraordinary experiences across the end-to-end customer journey. Whatever industry you may belong to, if you wish to foster a customer-centric culture and deliver the best service and support, do not hesitate to try ThinkOwl. Sign up now for a 30-day free trial.