Chatbots and AI platforms are by far the one tool most companies want to invest in nowadays. 46% of IT professionals are actively researching AI solutions, while 62% consider implementing AI in the form of chatbots for ITSM.
Since the pandemic, the volume of interactions handled by conversational agents increased by 250%. Worldwide spending on AI-Centric systems is forecasted to reach $154 Billion in 2023 and increase to more than $300bn in 2026.
The data is unquestionable: we live in the AI transformation era. This cutting-edge technology is revolutionizing the way businesses handle user queries, troubleshoot technical issues, and deliver seamless IT support. AI technology is progressing extremely fast, which begs the question: are you really ready to embrace it? Does your company and IT team have what it takes to reap its benefits and optimize their operations?
Let's take a step back and explain this AI transformation. What does it entail, what are the best practices for companies to successfully implement it, what are the main challenges, and what are the key elements of good AI applications.
## Conversational AI: The game-changer for IT support
Conversational AI is an umbrella term encompassing various AI-driven technologies like chatbots, virtual assistants, and natural language processing. These technologies enable computers to understand and respond to human language, effectively simulating human-like interactions. In the realm of IT support, this means faster, more accurate responses, and a more efficient employee experience.
AI transformation involves strategically integrating and deploying artificial intelligence solutions into a business infrastructure to boost operational efficiency. The central idea is to replace manual, repetitive tasks with advanced AI systems that optimize performance, streamline processes and provide 24/7 assistance. Employees no longer have to wait for an available agent, and simple queries can be addressed immediately, freeing human agents to focus on more complex tasks.
One can easily understand the benefits of AI for business:
- **Enhanced employee experience**: Conversational AI offers personalized, instant support, creating a positive and seamless experience.
- **Increased efficiency**: Automated responses and issue resolution reduce resolution times, boosting operational efficiency.
- **Cost savings**: With reduced dependency on human agents for basic queries, businesses can save on labor costs. Shorter resolution time also means fewer resources attached to issues and thus lower costs.
- **Scalability**: Conversational AI can handle multiple conversations simultaneously, accommodating growing user demands without added overhead.
But there is one big challenge in the road to company AI adoption.
## The challenge in AI transformation lies in the people-intensive nature of employee support
Currently, employee support heavily relies on human intervention, resulting in prolonged waiting periods for assistance. Lengthy manual processes and uncertainty about the appropriate channels for help often compound the issue.
Moreover, AI accuracy and understanding adds to the challenges. Ensuring AI comprehends the nuances of human language and provides accurate responses remains critical. Conversational AI may also handle sensitive information, making data security and privacy critical considerations.
How does a company move from people-intensive support to balanced, safe, accurate, AI support?
## The road to successful AI implementation
Successfully managing AI transformation for any organization is a significant undertaking. It demands a well-thought-out combination of various elements, meticulously designed to synergize and function harmoniously.
1. **Define clear objectives**: establish specific goals and outcomes you want to achieve with Conversational AI in your IT support system.
2. **Start small and iterate**: Begin with pilot projects, test the system, gather feedback, and make iterative improvements.
3. **Monitor and measure performance**: Track key performance metrics to assess the AI's effectiveness and user satisfaction.
4. **Provide human escalation**: Offer an easy way for users to escalate to human support when necessary, ensuring employee confidence.
5. **Boost employee adoption**: communicate the benefits employees get with AI, provide multilingual support, and integrate AI across various channels like chat platforms, web, and phone support.
## Key elements of a robust AI transformation
In order for an AI application to succeed in your company and transform the way you offer employee support, you must ensure it has the following:
Any good AI platform should offer data to enable you to monitor its performance and evaluate its effectiveness. This will help you identify improvement opportunities for both AI systems and human workflows, and discover new areas for AI automation.
#### Workflow automation
This aspect focuses on optimizing business processes by automating and streamlining tasks, implementing AI-based routing, and triggering existing workflows across enterprise systems.
Emphasis is placed on safeguarding infrastructure through data masking, implementing stringent security measures, obtaining multiple certifications, ensuring data residency compliance across continents, and maintaining FedRAMP compliance.
#### Content finding and creation
This involves efficiently searching and summarizing knowledge, FAQs, documents, and files from multiple sources, as well as authoring new content based on existing enterprise data.
#### Advanced AI features
It is critical for your AI tool to have advanced and updated features, such as a reasoning-based architecture powered by GPT models, fine-tuned LLMs grounded in enterprise data, and domain-specific capabilities (e.g. IT, HR), to enhance AI performance.
This encompasses establishing deep, enterprise-wide connections, including permissions and live ingestion, with every enterprise system. The AI app you will choose must support integrations with multiple software vendors.
## So, are you ready for IT?
Conversational AI is reshaping the landscape of IT support. Its ability to transform employee experiences, increase efficiency, and save costs is propelling it to the forefront of modern business practices.
If you want to embrace Conversational AI and take your IT support to new heights, Gaspar AI is your best option. With a robust AI chatbot, automated workflows, proactive insights and analytics, and most importantly expert guidance and support, it covers everything you need for a successful AI transformation in your company.
You can [contact us](https://www.gaspar.ai/contact-us) or [schedule a demo](https://www.gaspar.ai/demo-request) to discuss how we can help you navigate this AI transformation era and get everything positive it has to offer.