The world of technology is changing at a rapid pace and as research and development take giants strides to the new solution awaiting us tomorrow, we should expect that these advances are set to ripple out far beyond the expected areas of change and into all aspects of everyday life. One of these areas, says the team at Bell Integration, is how the face of the ordinary IT help desk is set to change in the future. As this team is convinced that these changes are bound to realise, they expand on what to expect and how they believe the future IT help desk will appear.
“The recent advances in AI are sure to make a huge impact on the IT help desk as we know it. AI is one of the areas in technology that has seen the most advanced changes and its ability to interact up to a certain level, makes robots a wonderful solution to utilize and provide the support and assistance needed at the ordinary IT help desk. You will notice that the now outdated FAQs section on websites will disappear as the much more vibrant chatbots are taking over the scene. Chatbots are wonderfully structured to help customers to guide themselves through the entire process of requesting assistance. Not only are chatbots very reliable, but it also reduces the need to have expensive labour on the clock to aid the customer with questions that can easily be addressed,” says Peter White, the chief architect at the leading brand of Bell Integration.
White then further expands on the fact that help desks will also no longer be a mere place of contact with your clients, but these are now playing a far more important role to gather information to improve services. IT help desks are now a valuable resource of information to determine the needs of clients, to identify the concerns they have, and be able to find solutions that will address these needs.
“Not too long ago, IT help desks were left at the bottom end of concerns. Many companies didn’t realise the importance of this part of their customer care. Today, we are happy to say that as we have taken over so many IT help desk as part of our services solutions, that far more business are now giving their clients the care and support they need and expect. They are also utilizing the information presented through these points of contact with the public, much more effectively,” White concludes.
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