Service Desk Digitization

Discover the power of Artificial Intelligence and Hyper Automation to digitize your Service Desk Operations. Eliminate and Automate manual activities, monitor and improve the Service Agent Productivity and Improve internal and external customer experience using StarViso’s Cloud Based, AI Powered, Multi Lingual Digital platforms.

The demand for service desk increases faster than staffing and budgets can keep up with. Service Desks are grappled with higher transaction counts, long resolution times, repeats and in general keeping up with ongoing business changes. This leads to higher Operational Expense and low internal/external customer satisfaction. Employees are looking to get faster responses to their requests and would like to interact using multiple devices and channels.

Change is the only Constant

Change is the big part of modern business life. As business changes drive IT System changes, it also results in to unlearning of the current processes and learning new ways to handle systems. This impacts the Service Desk SLAs. It’s critical for Service Managers to understand these dynamics and their impact on operations and get the pulse of their business operations.

Support diverse organizations and customers

Employees and Business users expect better service from internal help desk. They look for instant resolution to their issues, need systems that provide quick answers and collaborative engagement. Increased mobility, cloud based applications including Email/VPN solutions and 24x7x365 business environment indicates need for comprehensive IT Service Desk support environment with higher SLAs, reduced repeats and any device, any channel, any time interactions to get the issues resolved. Low Mean Time to Resolve (MTTRS) helps business and organizations to grow their business.

Limited Scalability

Inability to quickly scale up/down to provide support due to dependence on human resources. Service Desk agents would need to learn 100s or 1000s of enterprise applications to support employees. Human agents have a steep learning curve and significant training is required to minimize human errors, a scenario further complicated by high attrition rates resulting in to high Operational Expense (OPEX).

Deliver OmniChannel Experience

StraViso enables organization to deliver a personalized and automated OmniChannel Service Desk Experience to your employees and customers. Your employee in office, remote or on the go can interact with service desk using variety of devices and channels such SMS, Email, Chat, etc. Employees can leverage these digital channels to get fast, accurate support instead of waiting on calls. With relevant context preserved across channels, cross trained service desk agents can handle all requests efficiently.

Artificial Intelligence is the Key to Hyper Automation

StraViso Leverages Artificial Intelligence and Natural Language Processing to bring personalized, conversational capabilities in the form of “virtual agents”. These virtual agents handle and automate the requests coming via Email, Chat, Phone or other channels. AI and Hyper Automation with integration to relevant backend system interfaces delivers better user experiences across employees and agent interactions. Integration with third party systems such as Service Now is available to create, view or close tickets without any agent intervention. Using AI, we automatically triage, classify, assign and resolve employee issues. Virtual agents can seamlessly hand off unresolved service requests to human chat agents as needed. AI libraries and algorithms use machine learning to self-learn/train over time to improve first touch resolution and reduce handoffs.

Unified Smart Desktop for human agents

StraViso’s unified smart desktop platform combined with productivity monitoring enables service desk agents to provide faster and accurate resolutions. It enables help desk agents to seamlessly login to multiple applications, retrieve the information from those applications and view it in an intuitive way while eliminating the swivel chair. Various agent activities such as search/copy/paste across applications is automated.

Complete set of Smart Tools for the Service Desk

StraViso digital platform ecosystem provides complete ecosystem of the AI powered, Cloud Based, Multi lingual Smart Tools specially designed for the Service Desk including library of ITIL/ITSM bots, 100s of notification templates, ticket and task management, knowledge management, digital chat, automated voice calls, SMS and Email communication, mobile app to empower service desk agents and employees for E2E Service Desk Digitization.

Contact us today at [email protected] for more information and to schedule a time for a demonstration of our chat, notification and automation platforms.