IT operations and helpdesk support teams face a constant influx of inquiries and issues, often struggling to keep pace with the volume of requests. It's indicative that ticket volume has increased +35% in the last 2 years. This high workload can lead to delays in response times and challenges in providing timely assistance to employees (resolution time has increased by +57%), impacting overall support efficiency and employee satisfaction. At the same time, continuously answering the same questions and performing repetitive tasks that add zero value prevents IT operations and helpdesk teams from working on high-impact, strategic products that can positively change company processes and boost the bottom line.
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With Gaspar AI’s IT helpdesk platform, you can offer automated IT support solutions that improve your IT operations' efficiency, supercharge your teams’ productivity and free them up.
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An AI IT helpdesk is a system that uses artificial intelligence technologies to provide support and assistance for IT-related issues and queries. Instead of relying solely on human agents, AI-powered helpdesks are trained with LLMs and leverage natural language processing (NLP), machine learning, and other AI techniques to understand and respond to user inquiries automatically. These systems can handle a variety of tasks, including troubleshooting technical problems, providing guidance on software or hardware issues, offering self-service options for common queries, and escalating complex issues to human agents when necessary.
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AI IT helpdesks can improve efficiency by providing instant responses and resolving issues without human intervention, reducing the workload on human support staff and offering round-the-clock assistance. They can also analyze data to identify trends, optimize workflows, and improve the overall quality of IT support services.
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In this blog post, we will present some of the most common uses of Gaspar AI by IT operations and helpdesk teams.  

## Smart IT helpdesk automation and workload optimization

Automate repetitive tasks and offer instant, no-humans-involved solutions, while ensuring friendly, human-like interactions that enhance user experience.

1. **Automatically reset passwords**: 20% to 50% of all IT helpdesk tickets each year are for password resets according to the Gartner Group, and password tickets consume 31% to 40% of the help desk's time. Thanks to Gaspar AI they can be [automated](https://www.gaspar.ai/blog/how-to-get-rid-of-password-reset-requests-in-ten-seconds), saving helpdesk teams valuable time as they don’t need to get involved in the process anymore.

2. **Give access to folders and calendars**: It often happens that an employee might not have access to some folders or calendars they need. They can ask Gaspar, our AI chatbot, to give them access, and it will forward the request on Slack or MS Teams to the right person. They will approve or reject the request, and the employee will receive an update. No need for IT teams to intervene!  

3. **Provision hardware**: Ensure all employees get the hardware they need when they need it. Employees easily request it on Slack or MS Teams, and your IT team can then handle it. 

4. **Provision software in seconds**: Employees change roles, departments, projects – this means that they might need new licenses for apps they did not use before. Your helpdesk team can enable them to access them effortlessly. Again, everything is just a question away, and the whole approval process happens on Slack and MS Teams. 

5. **Email list, group and channel management**: With our AI-powered IT helpdesk, giving access to groups and email lists or removing users from channels is as easy and quick as sending a message.   

6. **Account management**: IT helpdesk teams can create new accounts, delete old ones and better manage existing ones in minutes by automating the process. 

7. **Offer instant IT info summaries to employees without getting involved**: Often, useful IT information is buried deep within files and systems and is hard to access, so employees keep contacting your helpdesk team about it. Gaspar AI empowers your workforce to instantly find it: IT troubleshooting, how-to questions, privacy policy, security FAQs and much more. Everything employees need is right at their fingertips, just a question away from our AI chatbot on Slack or MS Teams!  

8. **Know their projects’ deadlines**: Keeping up with project deadlines is crucial. With Gaspar AI it’s also super easy. IT operations and helpdesk employees ask our AI chatbot to give them an update and they instantly know what’s urgent and what’s not.  

9. **Automate onboarding and offboarding**: IT operations and helpdesk teams can use our no-code templates to craft custom workflows that automate these processes. Whenever there is a new hire or an employee leaves the company, they can deploy these custom workflows and make the procedure easier and more secure.  

## ITSM made easy

With traditional IT support or ITSM systems, users must contact IT operations and helpdesk teams via email or call, or log into the ITSM portal, raise a ticket and accurately describe their issue. Agents must manually review the tickets to prioritize and address incoming requests, ensure additional information is added to the ticket and continuously update its status. With our AI-powered IT helpdesk, your teams can now effortlessly create and manage tickets while information is automatically synced with your ITSM.  

1. **Offer quick and easy ticket creation on Slack or MS Teams**: For issues that need human attention, employees simply fill in a form on Slack or MS Teams to describe their issue (they can even attach screenshots and images), and a ticket is created on your ticketing platform. Your agents don’t need to go through emails or different systems, or even do any manual work: they automatically have the info they need on their ITSM and on their Slack or MS Teams interface. 

2. **Ticket management on Slack or MS Teams**: IT agents can see their tickets’ status, any pending approval requests, daily statistics and SLAs on Slack and MS Teams at any time. And while they are working on resolving tickets, their status is updated and notifications are sent automatically to employees on Slack and MS teams. 

3. **Intelligent ticket triage**: Whenever a ticket is raised, agents must manually categorize, prioritize, and assign the right resources. Gaspar AI’s IT helpdesk helps you promptly manage tickets. With its NLP capabilities, it analyzes the tickets, categorizes them, and assigns them to the right agent (depending on their expertise and availability). Moreover, it asks follow-up questions and interacts with the user to get more information for prompt resolution and accurate categorization. 

## Enhanced knowledge management
 
Gaspar AI integrates with your knowledge base and internal repositories to automatically index and ingest information, to then match employees' requests with concise solutions.  

1. **Enable easy, no-search knowledge access from multiple sources**: Gaspar AI integrates with knowledge bases (such as Confluence, Notion, Coda, Helpjuice and more), internal sources and repositories (e.g. Sharepoint, Dropbox, Google Docs) to ingest and index information, and then answer employee questions without human intervention and with no need to look for it.  

2. **Identify knowledge gaps**: Your helpdesk team gets information on their Admin Hub about the most frequent issues and questions. They can thus identify whether there are gaps in the company’s knowledge base which make it impossible for employees to self-serve their requests and solve their problems.  

3. **Knowledge base augmentation**: Based on these gaps, IT teams can fast-track the relevant content creation to enrich the company’s knowledge base and offer more opportunities for self-service. 

## Impactful business insights

With Gaspar AI, your IT helpdesk teams can discover high-impact automation use cases and get clear performance metrics. 

1. **Identify priority automation projects**: Gaspar AI’s IT helpdesk platform uncovers the most common employee issues, what’s hurting their productivity, which automations or content will unblock them. It uses large language models to break down ticket data and present the areas of service that need the most improvement. Thus, IT support teams can identify which automation opportunities and process improvements will have the biggest business impact and prioritize them.  

2. **Track key IT metrics**: On Gaspar AI’s Admin Hub, IT helpdesk managers can track their chatbot’s and platform’s performance. They also monitor which features, capabilities, and resources employees find valuable, compare performance over time and take data-driven action.  

## What are the benefits of Gaspar AI for IT helpdesk teams?

The importance of IT support teams cannot be overstated. They have multiple tasks to perform, ranging from tactical to strategic, all of which play an important role in the continuation of business and employee satisfaction. In the hybrid work world of nowadays, the IT helpdesk’s role is indispensable even in ensuring day-to-day productivity. However, IT support’s importance is often underestimated, and these teams are frequently understaffed. As requests and projects get multiplied by the minute, it is extremely important to find ways to enhance IT support.
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Gaspar AI does exactly this: by automating the mundane tasks and offering instant resolution to more than 40% of employee issues, it frees up IT teams’ time and empowers them to be more productive. Gaspar, our AI Virtual Agent, resolves employee issues directly on Slack, MS Teams and JSM support portal, and automates tasks without human intervention. Your busy teams no longer answer the same questions over and over and have fewer tickets to deal with.
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This leads to faster and low-cost resolution for all issues: Gaspar solves employee requests instantly and accurately, in natural language, deflecting a high number of tickets. Fewer tickets to be handled means faster resolution time even for requests that need to be addressed by human agents. It also means that IT operations’ costs decrease, as our platform minimizes the resources needed for each issue and the downtime costs. An employee helpdesk ticket costs just $1 when you deploy Gaspar AI, as opposed to $26.51 on average when you don’t.
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Finally, with Gaspar AI you can improve the perception of IT company-wide: 1/5 of employees claim tech issues and resolution times are the biggest challenges. With Gaspar AI, you can offer fast and accurate solutions to their most frequent problems, so that IT becomes their best partner. And with our Business Insights and Performance Metrics you can fill in knowledge gaps and prioritize automation opportunities, greatly impacting employee satisfaction with your department’s services. 

## How do I set up Gaspar AI?

Just start a free 21-day trial by filling in the form here. Then, log in with your SSO- e.g. Google, Microsoft 365. A member of our team will contact you to onboard you. Yes, it’s that simple!
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If you are curious to learn more about Gaspar AI, you can **schedule a free, personalized demo [here](https://www.gaspar.ai/demo-request)**. During the meeting, we can discuss your needs and you can see exactly how your helpdesk/IT team and employees can use the platform. 

Struggling with overwhelming IT support demands? Gaspar AI’s IT helpdesk automates most routine tasks and streamlines processes. Discover all the ways it helps!

Why your IT helpdesk team needs Gaspar AI

By seamlessly integrating our AI employee helpdesk with Dropbox, you enjoy powerful AI capabilities that enhance productivity and collaboration for both helpdesk teams and end users. With automated Dropbox account management and improved knowledge management, your support team gains valuable time for impactful initiatives and your employees work better. Let’s explore how you can make your business operations more efficient and enhance employee knowledge access and sharing by connecting Gaspar AI and Dropbox. 

## Automate and streamline approvals

Gaspar AI makes accessing the right groups and folders within Dropbox effortless while maintaining security. It operates seamlessly within Microsoft Teams or Slack, where both the requester and the approver receive real-time updates and notifications. The requester just needs to ask our Generative AI chatbot for access, and the approver will receive the request to either approve or reject it on Slack or Teams. 

- Group Management: Gaspar AI streamlines group management by automating user additions in and removals from Dropbox groups, guaranteeing accurate access rights at any time.  
- Folder Management: By automating folder access approvals, Gaspar AI ensures that authorized individuals have the required permissions and that shared files are only accessed by those they should.  

 
## Automate account management

Gaspar AI's Workflow Automation streamlines team operations by automating repetitive tasks. It simplifies user account management in Dropbox, empowering administrators to seamlessly add or remove accounts, ensuring organizational needs are met with precision and consistency. 


## Create and enrich your company’s knowledge

If you use Dropbox to store your company’s knowledge articles, Gaspar AI detects gaps in your files by analyzing actual employee inquiries and recommends creating relevant content to fill these voids. Additionally, it assesses the quality and depth of your internal information, providing insights into areas that require enhancement. This proactive approach ensures that organizational knowledge stays updated and thorough, promoting ongoing refinement and progress. 

 
## Offer instant answers based on your Dropbox knowledge

Gaspar AI seamlessly integrates with Dropbox, accesses files stored there and ingests knowledge content to generate precise, human-like responses. From IT troubleshooting to HR policies, users receive timely and accurate answers. Each response is backed by thorough source citations, ensuring reliability.  

 
## Gaspar AI’s employee helpdesk and Dropbox collaboration redefines efficiency

By integrating Gaspar AI with Dropbox you elevate your business efficiency with Generative AI and maximize your existing application’s capabilities. In just a few clicks you get better knowledge management and sharing, automated answers based on your internal files and faster folder access, ensuring a very high return on your Dropbox and Gaspar AI investments.
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If you’d like to learn more, you can [schedule a free, personalized demo](https://www.gaspar.ai/demo-request) and discuss your specific needs. 

Dropbox integration for better knowledge management and sharing

Improve your company’s knowledge management and business efficiency by integrating Dropbox with the Gaspar AI helpdesk. Discover more in our blog!

Gaspar AI and Dropbox for better knowledge management and sharing

Helpdesk teams are struggling to keep up with the ever-increasing volume of incoming employee requests. The traditional way of doing support is highly inefficient: resolution is always late, ticket backlogs are only increasing, and strategic projects are left with no human resources. At the same time, end users can’t work on their projects, complain about IT and helpdesk teams and can’t find crucial information. IT and helpdesk teams are overwhelmed and stressed, employees are unproductive and unhappy. That’s a lot of negativity to deal with!
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Recognizing this complexity, Gaspar AI streamlines employee support by offering a generative AI, unified, easy-to-use solution for instant assistance. In this blog, we will focus on our Slack integration and explain why setting up an employee helpdesk there can offer great benefits to your company, what are the main features, and how you can install it. 

 
## What is Gaspar AI’s generative AI helpdesk?

A generative AI helpdesk for employee support empowers your teams to perform tasks, find answers and take informed decisions. It is a secure and always available support platform built for an AI-first world. Thanks to advanced language models, it offers dynamic, human-like conversations, seamlessly integrating with various communication channels and IT systems. It empowers employees to act, search, query, and generate content across a multitude of enterprise applications. Fueled by constantly improving generative models, AI-driven analytics for performance evaluation, and developer tools for customizable use cases, it's the future of assistance.
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Gaspar AI’s genAI helpdesk platform integrates with various knowledge bases (such as Coda, Notion, Google Docs, Confluence and more) and uses [Retrieval Augmented Generation](https://www.gaspar.ai/blog/retrieval-augmented-generation-and-enterprise-helpdesk) (RAG) to search and retrieve relevant information. Thanks to [advanced NLP](https://www.gaspar.ai/blog/gaspar-generative-ai-helpdesk) it generates accurate, helpful, human-like responses, ensuring that the generated answers are contextually appropriate, reliable and tailored to the employee's needs. Our platform is characterized by reduced hallucinations when compared to others: RAG mitigates the risk of generating misleading or incorrect responses that could lead to user frustration or worse, wrong decisions.
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It also offers more than [30 ready-to-use integrations](https://www.gaspar.ai/integrations) with your commonly used apps to automate more than a hundred tasks. Gaspar AI understands queries necessitating actions across different platforms, their intent and user context, and executes them automatically, sparing your agents from manual intervention. Our plugins seamlessly integrate into your workflow, automating mundane employee support tasks such as password resets and software access approvals, empowering your employees to handle essential functions like time-off requests with ease—all without the need for human intervention. 

 

## Why integrate a generative AI helpdesk within Slack?

 

Integrating the generative AI helpdesk with Slack presents multiple benefits for organizations aiming to enhance their service desk operations: 

 

- **Enhanced accessibility**: Employees can access the helpdesk directly within Slack, where they already spend a substantial amount of their time, making it convenient to seek help without switching platforms or knowing technical jargon. 

- **Streamlined communication**: By integrating with Slack, all helpdesk interactions are centralized in one platform, simplifying communication and making it easier to track and manage support requests. 

- **Increased user adoption**: Since employees are already familiar with Slack, they are more likely to use the AI helpdesk, leading to higher engagement and utilization rates. 

- **Enhanced and real-time collaboration**: Integration with Slack facilitates better collaboration among employees and support agents, as they can easily share information, documents, and updates within the same platform. 

- **Cost savings**: Integrating the helpdesk within Slack can lead to cost savings by consolidating tools and eliminating the need for separate service desk software licenses. Additionally, it boosts the ROI of current Slack investments.  


By embedding service desk capabilities within Slack, companies can establish a central hub for communication, collaboration, and problem-solving. This consolidation simplifies workflows and nurtures a culture of teamwork and knowledge sharing among employees. 

 
## Gaspar AI helpdesk Slack integration key features

When you integrate Slack with Gaspar AI, you get extra AI-powered features to optimize your employee support operations and boost efficiency. 

 

### Automated resolution

Gaspar AI’s Generative AI chatbot automatically and instantly resolves at least 40% of employee issues without human intervention, powered by LLMs and 3rd party plugins. Most common problems addressed include [password resets](https://www.gaspar.ai/blog/automated-password-reset), software and hardware provisioning, group and email management, access requests, and more! 

### Automated approvals

Gaspar AI makes it easy for everyone to ask for time-off or access the channels, folders and groups they need but not the ones they don't. The process happens on Slack for both the requester and the approver, and they can track the request’s status on the same platform.  

### Instant, accurate, human-like answers

Your workforce can instantly find information – HR policies, IT troubleshooting and more just by asking our AI Virtual Agent on Slack. It searches articles, documents and data across knowledge bases and repositories, and can ask follow-up questions until employees get the exact answer. Our chatbot serves them concise summaries instead of links to articles, along with citations to enhance trust.  

### Efficient internal communications

If you are fed up with sending important email updates that nobody reads, then you’ll love this feature. With Gaspar AI, you can reach and engage employees by sending tailored messages directly through Slack — motivating them to act. You can create announcements about anything: software migrations, planned maintenance, office lunches, team reviews, changes in HR time-off policy, reminders about expenses submission, or updates about new product launches and campaigns.  

### No-code workflow automation

Reduce manual work by 80% and minimize repetitive tasks such as [onboarding](https://www.gaspar.ai/blog/how-to-complete-employee-onboarding-in-under-one-minute) by creating no-code, customized workflows. You can activate them whenever needed directly from Slack or set up triggers.  

### Hassle-free, automated ITSM

In case of auto-resolution, a ticket is automatically created on your ITSM platform. If the chatbot can't resolve the issue, it facilitates handoff to the right agent with easy ticket creation on Slack and smart routing. End users and agents can follow up the process, receive updates and track the status on Slack at any moment.  

 

## Setting up Gaspar AI on Slack

Setting up Gaspar AI is a straightforward process. You can start with a [free 21-day trial](https://www.gaspar.ai/free-trial-signup). Then, log in with your SSO- e.g. Google, Microsoft 365 – and a member of our team will contact you to onboard you. You can also see detailed steps [here](https://www.gaspar.ai/slack-integration). You will have the opportunity to configure permissions and access controls to ensure that everyone accesses only the information they should, and that sensitive information remains secure. IT admins will define the appropriate level of access for different user roles, including administrators, IT support staff and end-users. The platform is highly customizable, so you can choose the features and level of automation you want.
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We're enthusiasts for great software, both as users and creators. That's why we've prioritized making the entire journey, from setup to everyday use, as effortless as possible. 

 

## Benefits of Gaspar AI in the workplace

Implementing Gaspar AI on Slack has multiple benefits for end users and helpdesk teams: 

 

- **More than 40% of issues automatically resolved**: Gaspar, our AI Virtual Agent, resolves employee issues directly on Slack and automates tasks without human intervention. Your busy teams no longer answer the same questions over and over and have fewer tickets to deal with. 

- **80% less manual work**: By automating the most repetitive tasks, end users and helpdesk teams perform less manual work.  

- **More than 85% of questions instantly answered**: Gaspar AI answers instantly and automatically most of employee queries, with no need for human intervention or search. 

- **Increased productivity**: Fast and accurate issue resolution means less downtime, which empowers your workforce to be more productive.  

- **24/7 access to help**: Our generative AI helpdesk knows no time limit – it's available whenever employees need it.  

- **More time to work on strategic, impactful projects**: With fewer tickets to handle, IT teams are free to focus on bigger and more important projects. 

- **Decreased costs**: With Gaspar AI you decrease resolution time and the cost of inefficient time, thus lowering related costs. Consequently, your company saves money and increases profitability. 

- **Happier employees**: Streamlined communication leads to perfect employee experiences: it frees their time and makes them more productive, leading to higher satisfaction, retention, and a great workplace culture. 

 

If you’d like to take a step forward into your AI journey, [schedule a call](https://www.gaspar.ai/demo-request) with us to discuss your needs and goals. You will also get the chance to see the platform in action and experience our generative AI power first-hand.

Discover how to offer more efficient support with a generative AI helpdesk on Slack. Understand the key features, benefits and capabilities. Read now!

Smarter support: get a generative AI helpdesk on Slack

The enterprise helpdesk responsible for employee support is undergoing a huge transformation. The goal? To end the slow issue resolution (Mean Time To Resolve is almost 27hrs!), the increasing ticket volume and the growing costs. The incorporation of Generative AI in internal employee support across the enterprise yields tangible benefits. By adopting an AI enterprise helpdesk, companies can automate repetitive process, offer instant answers and resolve routine issues in seconds, significantly reducing ticket volume and costs.
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While generative AI tools gain popularity, the persistent issue of hallucinations - plausible sounding but incorrect responses to users’ queries - hinders their enterprise adoption. These misleading responses pose significant risks in critical business interactions. Enter retrieval-augmented generation (RAG), a technique that can reduce hallucinations, thus revolutionizing enterprise AI integration. It is favored in enterprise chatbots for its ability to integrate company-specific data, enhancing AI grounding. This approach has transformative potential across various sectors including workplace support, offering a competitive edge. 

## Understanding retrieval-augmented generation (RAG)

RAG is a sophisticated AI mechanism that enhances the functionality of LLMs by integrating a dynamic retrieval system. This system allows LLMs to access and utilize external, up-to-date data sources under specific instructions, thereby helping them generate more accurate and contextually aware responses.
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RAG combines two processes: retrieving relevant information from an extensive data source and generating a contextually enriched response based on this retrieved data. This is done thanks to two components:  

1. **Information Retrieval**: The first step is to conduct a semantic search within a data source. When RAG receives a query, it utilizes advanced algorithms to navigate this source, identifying the most relevant data in relation to the query. The retrieval mechanism is designed to understand the semantic relationships between the query and the data source contents, ensuring that the data selected is contextually aligned with the query's intent.  
2. **Natural Language Generation (NLG)**: The second phase involves NLG, where the LLM processes the retrieved data and generates an accurate response which integrates the retrieved information as well. This step is crucial as it ensures that the output is not just factually accurate but also linguistically coherent and contextually apt. 

Through these components, retrieval augmented generation significantly amplifies the capabilities of LLMs, especially for tasks requiring them to retrieve relevant information. By incorporating this retrieved information, RAG can produce more informed and contextually relevant outputs, reducing the likelihood of generating hallucinations or incorrect responses. This makes them invaluable tools in various enterprise applications where prompt and precise information is key.  

## Why is RAG better for the AI-powered enterprise helpdesk?

RAG blends text generation with information retrieval to enhance the accuracy and relevance of AI-generated content. This is particularly enticing for enterprise applications where up-to-date factual knowledge is crucial. Businesses can choose enterprise helpdesks that use RAG with foundation models to create more efficient and informative chatbots and virtual assistants.
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RAG is recommended for data that change periodically in small periods of time (dynamic data), and this is what makes it the most appropriate solution for the enterprise helpdesk. Using RAG, an AI helpdesk vendor can gather a ton of structured and unstructured company information, documents, etc., and feed it into a model without having to fine-tune or custom train it. A RAG-based AI helpdesk can generate company-specific answers from almost any external data source, without making any adjustment.  

### Enhancing response accuracy and relevance

Since company data continuously change, integrating RAG into the AI helpdesk ensures that responses to employee queries will never be outdated, generic or irrelevant. By incorporating contextual, real-time, company-specific information from a knowledge base, RAG mitigates the risk of generating misleading or incorrect responses, thus increasing reliability and improving employee support efficiency. RAG ensures LLMs use the most current data, vital for tasks requiring the latest information for decision-making.  

### Scaling beyond fixed context windows

RAG allows LLMs to access vast data pools beyond their fixed context windows, crucial for enterprises with large-scale, dynamic data. This enhances information processing and model scalability. 

### Increased speed and reduced costs

Bypassing the need to store all knowledge directly in the LLM also reduces model size, which increases speed and lowers costs. This means that RAG-based solutions can be more cost-efficient alternatives that also drive higher productivity. 

## Challenges and considerations when implementing RAG in the enterprise helpdesk

While retrieval-augmented generation offers significant benefits for the enterprise helpdesk, several challenges may arise when using this technique: 

- **Data quality**: RAG heavily relies on the quality and relevance of the data in the knowledge base. Inaccurate or outdated information can lead to incorrect responses, undermining the model’s effectiveness. Maintaining an updated knowledge base with high-quality content is crucial.  
- **Knowledge base size and coverage**: RAG's effectiveness depends on the knowledge base's size and coverage. Limited or incomplete knowledge bases may restrict the system's ability to retrieve relevant information, leading to suboptimal performance. 
- **Handling ambiguity and contextual understanding**: RAG may struggle with ambiguous queries or nuanced contextual understanding. Resolving ambiguity and accurately interpreting context remains a challenge, especially in complex or specialized domains. 
- **Ethical and privacy concerns**: Retrieving information from large datasets raises concerns regarding data privacy, security, and ethical considerations, especially when dealing with sensitive or proprietary information. 

## Integrating RAG in the enterprise helpdesk for elevated functionality

Integrating RAG in the AI-powered enterprise helpdesk significantly elevates its functionality, making it the most effective solution for employee support. It offers more accurate responses and allows for better-informed decision-making. Gaspar AI is such a solution.
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Our AI helpdesk platform integrates with various knowledge bases (such as Coda, Notion, Google Docs, Confluence and more) and uses RAG to search and retrieve relevant information. Thanks to advanced NLP it generates accurate, helpful, human-like responses, ensuring that the generated answers are contextually appropriate, reliable and tailored to the employee's needs. Our platform is characterized by reduced hallucinations when compared to others: RAG mitigates the risk of generating misleading or incorrect responses that could lead to user frustration or worse, wrong decisions.
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Using Gaspar AI improves the quality, reliability, and efficiency of employee support interactions, leading to higher user satisfaction and improved productivity for both employees and support staff. If you’d like to learn more, you can [book a free demo](https://www.gaspar.ai/demo-request).  

Retrieval-augmented generation and the enterprise helpdesk

Discover how retrieval-augmented generation (RAG) is increasing enterprise AI adoption and positively impacting workplace support. Learn everything here!

If you are an Atlassian customer, you are likely considering their virtual agent to boost your helpdesk team’s and employees’ productivity, accelerate work and streamline your support operations. At the same time, you are not sure about the exact features and automation you will get; or you might be a Standard or Data Center customer so not eligible to deploy it.
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In this blog post, we delve into Atlassian’s features and explore how Gaspar AI can be a meaningful AI helpdesk alternative or a complementary platform. We have also created a useful [infographic](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/488983947edec9cd6d6f49f3d1561120.pdf) that compares the two virtual agents to help you quickly navigate your options. 

## What is Gaspar AI?

Gaspar AI is your AI helpdesk partner that empowers your team and employees to perform better and be more productive by getting instant support and ultimately driving your company's success. Gaspar AI automates repetitive tasks and workflows, answers questions in seconds, optimizes knowledge management and automatically resolves more than 40% of employee issues – all within your company's chat platform.
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Our helpdesk offers a [Generative AI Virtual Agent on Slack, MS Teams and Jira SM](https://www.gaspar.ai/blog/ai-employee-helpdesk-on-slack-msteams-jira) support portal trained with best-in-class LLMs to understand employee questions' context and intent and provide instant resolution. Gaspar, our AI chatbot, can dynamically ask follow-up questions and combine multiple plugins until users get accurate solutions.
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It also offers no-code Workflow Automation to streamline repetitive processes, and an Admin Hub where IT managers can review performance, get business insights and AI recommendations about high-impact automation and content that’s missing from your knowledge base. 

### Main AI helpdesk features

- Generative AI chatbot on Slack, MS Teams and [Jira SM support portal](https://www.gaspar.ai/xence-ai) for quick employee support 
- Instant resolution of more than 40% of issues 
- GenAI-enabled Knowledge Management 
- Slack and MS Teams accessible approvals and automation 
- Interactive notifications via Slack and MS Teams 
- No-code automation hub 
- Ticket automation and smart routing 
- Automated employee onboarding and offboarding 
- Multi-channel support  
- 30+ out-the-box [integrations](https://www.gaspar.ai/integrations) with most used apps 
- Admin Hub to customize the platform and review everything support-related 
- Powerful analytics with useful dashboards and KPIs 
- AI-powered insights to optimize your knowledge base and automations 

#### Pros

- Available to all customers, with unlimited capabilities and usage 
- Increased flexibility and multiple options for our chatbot: deployment on Slack, Teams or [JSM](https://www.gaspar.ai/xence-ai) 
- Out-the-box automations – no need for manual work 
- Integration with multiple Knowledge Management systems e.g. Confluence, Coda, SharePoint, Google docs, Notion, etc.
- Intuitive and customizable interface and platform 
- Super fast deployment 
- AI-powered for smart diagnosis and problem-solving 
- Integration with various enterprise software enhances service management functionalities 
- Implementation on Cloud, Data Center or other infrastructure 

#### Cons

- Lack of an online community 
- Workflow automation capabilities can be further enriched 
- No AI-powered new content generation e.g. for new knowledge articles 

## What is Atlassian’s Virtual Agent?

The Atlassian virtual agent with Atlassian Intelligence automates support interactions to free up agent time and deliver service at scale. With a built-in AI engine that leverages Natural Language Processing, it offers fast, conversational support, automating Tier 1 support issues. 

### Main features

- AI-powered answers on Slack and JSM help center (beta)
- Creation of custom intents  
- Automated web requests for basic support issues 
- Low/no code flow builder 
- Insights about the virtual agent’s effectiveness that help identify ways to optimize your intents and knowledge base 
- Ticket routing to the right team with pre-gathered context for complex issues  

#### Pros

- Online community for help 
- Easy to use with the rest of Atlassian products 
- Automated issue creation on Jira SM when no request resolution is possible via the virtual agent 

#### Cons

- Available only for Premium and Enterprise customers
- Available only on Cloud 
- Works only on Slack for now - JSM help center is in beta – so limited flexibility
- Offers AI summaries (in beta) for Smart Links from Confluence, Jira and Google docs only.
- Need to manually create intents and conversation flows 
- No workflow automation 
- No approvals automation across different apps
- Few integrations – works in the Atlassian environment 
- Integrates with Confluence only and no other knowledge management systems  
- Mix of paid and free capabilities 

## Complement your Atlassian tools with Gaspar AI’s helpdesk platform

Gaspar AI is a more holistic solution that comes with added features - including out-the-box automations - on top of the virtual agent. Our AI helpdesk unveils exclusive functionalities that can be tailored to your company and maximize the use of your Atlassian products with no need to switch any apps or transition to new tools. You can discover all the extra capabilities you get in our informative [infographic](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/488983947edec9cd6d6f49f3d1561120.pdf).
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You can thus improve your employee support efficiency and effectiveness. Noteworthy features include: 

- **Generative AI**: Unveiling a cutting-edge AI assistant that swiftly resolves employee issues with no human intervention.  
- **Jira SM, Slack and MS Teams chatbot integration**: user-friendly interface that facilitates real-time problem-solving. 
- **Agile Knowledge Management**: Empower your team with a dynamic knowledge base that evolves thanks to AI-powered recommendations. 
- **No code automation**: Unleash the power of automated workflows with ease. 
- **Available to all Atlassian customers, Cloud and Data Center**: no usage limits, no exclusivity, no price premiums. 

**If you'd like to learn more about how Gaspar AI can transform your support operations and be a great asset to your company, [schedule a free, personalized demo](https://www.gaspar.ai/demo-request).**  

### [Atlassian virtual agent and Gaspar AI](https://gaspar-www.sfo3.cdn.digitaloceanspaces.com/488983947edec9cd6d6f49f3d1561120.pdf)

Wondering whether to go for Atlassian chatbot? Read our blog to understand all the features and what chatbot and helpdesk alternatives you have.

Gaspar AI and Atlassian virtual agent: everything you need to know

Frustrating for both users and administrators, password management can be a challenge to manage in any organization. One lost or stolen password may be the crack in your organization's foundation, allowing an attacker to slip in.
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Resetting user passwords is a routine yet essential task for IT service and help desks. However, while it may seem straightforward, it is tedious for the IT staff, unproductive for everyone and very costly for companies. Given that passwords are still the primary authentication method for many businesses, addressing this issue is extremely important.

## Why are account lockouts and password resets so common?

From the user's perspective, creating passwords may seem simple, but remembering them is a different story. With strict character requirements, many users resort to reusing passwords, leading to forgetfulness. This often results in either getting locked out of their accounts or requesting frequent resets.
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From a business standpoint, despite updated guidelines from [NIST](https://pages.nist.gov/800-63-3/), periodic password resets remain common practice. Password age limitations in Active Directory enforce these resets, yet they often lead to weaker passwords and account lockouts due to procrastination.
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Additionally, most users have about [100 individual passwords to manage](https://tech.co/password-managers/how-many-passwords-average-person#:~:text=How%20many%20passwords%20does%20the,repeat%20passwords%20or%20password%20elements.), which increases the likelihood of forgetfulness and errors, even with password managers. This highlights the need for a more efficient approach to password management. 

## How password resets hurt the bottom line

Password resets may seem like an easy problem to solve, but they are not, and if you add on top the volume of requests, it makes them an extremely time-consuming, repetitive, boring task.
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20% to 50% of all IT help desk tickets each year are for password resets according to the Gartner Group, and password tickets consume 31% to 40% of the help desk's time. Each reset ticket incurs substantial costs: [Forrester Research](https://conduitstreet.mdcounties.org/2020/03/24/the-true-costs-of-password-management/) estimates that one password reset can cost $70. These expenses encompass IT staff time, resources (using the necessary backend infrastructure) and lost employee productivity, so yearly costs for these common requests seem unreasonable. For instance, for a 1,000-employee company, this leads to a $70,000 yearly cost, assuming that every employee will need at least one password reset (most probably, they will need more).
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Regarding lost productivity, each time a user undergoes the password reset process— which involves pausing work on a project, contacting the help desk, waiting on hold, waiting for the reset, selecting a new password, and then logging back in—they are essentially costing the company productive time. In a study conducted by Forrester, researchers discovered that employees spend an average of eleven hours annually grappling with password issues. When extrapolated across a company with hundreds or thousands of employees, these lost hours translate into millions of dollars in lost revenue.
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Plus, when a user is locked out, the password reset takes priority over other vital tasks since that user can no longer work. Any organization's priority would be to get that individual productive once again. Thus, a password reset necessarily diverts a helpdesk's attention from the strategic and impactful tasks they would be working on. 

## Automated password reset with Gaspar AI helpdesk

Timewise and cost-wise, password resets are bad. Thankfully, with Gaspar AI you can kiss your password reset tickets goodbye! When you install Gaspar AI, you can integrate with password management applications, including SSO and MFA apps, and enable the related automation. Employees who forget a password will ask Gaspar (our AI chatbot) for a password reset. In seconds, Gaspar will identify the employee thanks to the relevant plugins and provide the necessary temporary password to the employee to reset it. Then, the employee will choose a new password, and that’s all! Their password is changed across all places that use it without any human intervention.
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**If you get a ton of these questions every month, [schedule a demo](https://www.gaspar.ai/demo-request) with us and give your employees the gift of time.** Imagine the things your helpdesk team could do when they get all this password reset tickets time back. :) 

automated password reset with Gaspar AI to save money

Struggling with password resets? Discover how Gaspar AI automates them, saving you time and money and boosting productivity.

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