4 min read

ChatGPT’s Impact on Service Desks - What Can We Expect?

November 29, 2023

When ChatGPT was originally released, it was seen as an innovative piece of technology that would influence the way we, as human beings, take on tasks in many aspects of our jobs and lives. As it’s been upgraded and updated, it is seen as a revolutionary language model with the ability to completely change the way service desks operate. 

However, it’s important to keep in mind that it is just another tool in our kit - something to be used by people who understand how it works. When operated by those with the skills to use it, it could make a huge difference in the way service desks are run and managed. I’ts important to note that tools like ChatGPT require a strategic approach and ongoing management. 

In this blog post, we’ll be discussing the impact of ChatGPT on service desks, customer interactions, automating repetitive tasks, scalability, and having data available at your fingertips. 

A New Way Forward For Customer Interactions

Unlike its AI predecessors, ChatGPT offers a more natural and conversational interface than traditional automated service desk communications. It has the ability to sound more human and process more complexities than other service desk bots. It can comprehend context which gives it a unique edge that previous versions of AI have lacked. This allows it to interact with customers in a way that limits miscommunications. 

This means that customers are able to have their queries dealt with quickly and effectively without the necessity for constant human intervention. Where you’re limited with how many customer service reps you can have working a service desk, there is no limit on the number of interactions ChatGPT can have. ChatGPT can take over the bulk of the initial queries, leaving human representatives to deal with more complex issues and questions. 

It is crucial to note, however, that ChatGPT cannot replace human representatives completely. There are nuances and complexities that the AI for service desks will not be able to pick up on and will need to be addressed by a person. Using ChatGPT for customer interactions can work extremely well as long as there are people monitoring it.

Automate Repetitive Tasks with ChatGPT

One thing anyone who has ever worked a service desk knows is that there are often many repetitive tasks that can become mind-numbing. ChatGPT is fully able to handle routine and common queries without human intervention for simple, repetitive ticket resolution. By handing over these easily solvable tickets to ChatGPT, service desks can allocate human resources to more important tasks that require a more nuanced approach. 

Of course, this automation of certain tasks should not go unchecked. The process of initial automation should be tested, overseen, and checks should be in place to ensure that nothing goes wrong further down the line. While the goal is to remove the human element, it’s still important to ensure that nothing slips through the cracks and that there is standardization and quality control in place. 

Scalability 

There is always going to be a limit on the number of service desk employees an organization can afford to have on its payroll at one time. Using ChatGPT allows service desks to handle multiple inquiries at a time without any compromises on quality and without a backlog due to limited manpower. 

You can multiply the number of interactions by huge numbers without ChatGPT becoming overwhelmed or glitching. The responses will be consistent, and all users will be treated fairly and given the same uniform information. No matter how many inquiries come through, nothing is left up to human error. 

At the same time, when scaling using AI and automation, there needs to be a comprehensive strategy and checkpoints throughout the process to ensure that scaling is done correctly and without errors. Any errors in the initial process will be continued if not corrected through human intervention at an early stage. 

Data at Your Fingertips 

The data collected from interactions with ChatGPT can help inform and improve decision-making processes and assist service desks in tailoring their offering to better meet end-user requirements. By simply looking at the interactions between ChatGPT and service desk users, you can gain unique insights into customers’ recurring needs, allowing you to design a plan to improve service desk efficiencies and operations

We Can Expect Great Things From ChatGPT

ChatGPT’s impact on business is undeniable, and it will only improve over time. However, that does not mean it’s not immune from criticism. As with any technological tool, we should be focusing on how we use it and ensuring that we have proper training in place prior to company-wide adoption.

At the end of the day, it’s an amazing technology, but we still need human intervention at service desks for strategy, monitoring, quality control, and decision-making. Both people and innovative tech are needed to grow help desk efficiency.

Are you looking to improve your service desk efficiency? Get in touch today to find out how DeskDirector can help you achieve your goals.

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