Exploring AI agents and how they transform IT support

Customers expect seamless support across platforms. In 2024, AI agents will be accessible everywhere – websites, mobile apps, messaging platforms, even voice assistants. From proactive problem solving to multilingual support, AI agents are slated to become even more powerful, personalized, and capable, changing how businesses connect with their customers.

What is a AI agent?

A AI agent, also known as a conversational AI or chatbot, is an intelligent software program that mimics human conversation to provide automated assistance. Functioning as a digital teammate, available 24/7, they are programmed to understand and respond to user inquiries. AI agents can:

• Answer frequently asked questions: They can handle a full spectrum of common queries, freeing up human agents for more complex issues.

• Provide self-service options: Users can access knowledge bases, FAQs, and tutorials through the AI agent, empowering them to find solutions independently.

• Resolve basic issues: AI agents can be trained to troubleshoot common problems, guiding users through step-by-step solutions.

• Schedule appointments and meetings: They can streamline scheduling processes, reducing the need for back-and-forth communication.

• Personalize interactions: Advanced AI agents can leverage user data to personalize responses and recommendations, creating a more engaging experience.

AI agents vs. chatbots vs. virtual assistants

Terms like AI agents, chatbots, and virtual assistants are often used interchangeably. However, there are some sizable differences between them. Let's break it down:

Chatbots: These are the original virtual assistants, typically rule-based and programmed to respond to specific keywords or phrases. They work best when handling simple, repetitive tasks like answering FAQs or providing basic troubleshooting steps. While helpful, chatbots may struggle with complex inquiries or nuanced language.

AI agents: Building upon the foundation of chatbots, AI agents are more sophisticated. They leverage advanced natural language processing (NLP) to understand the intent behind user queries, even if phrased differently, leading to more conversational interactions. AI agents can also integrate with various back-end systems to access real-time information and complete tasks like scheduling appointments or resetting passwords.

Virtual assistants: These intelligent AI assistants reside on personal devices like smartphones and smart speakers. They go beyond simple interactions, offering a wide range of capabilities. Imagine a virtual assistant reminding you of an upcoming meeting, booking a ride-sharing service, or even controlling smart home devices. Virtual assistants are constantly learning and evolving based on user data, providing a highly personalized experience.

Common misconceptions about a AI agent

AI agents encompass a spectrum of solutions, ranging from human support delivered remotely to AI-powered software applications.

Remote call center employees, often employed by outsourcing firms, work remotely instead of in a traditional call center environment. They primarily assist small business owners, acting as virtual assistants or secretaries, handling simple tasks like customer service inquiries or scheduling appointments.

However, when it comes to employee self-service, AI agent is a software program designed to provide automated support and answer user queries on specific platforms like websites, messaging apps, or internal knowledge bases.

Benefits of AI agents

For businesses, AI agents have the potential to transform the way they interact with customers and employees, delivering benefits across the board like:

Enhanced customer & employee satisfaction

AI agents provide immediate support, answering questions, resolving issues, and guiding users towards solutions. Shorter wait times means less frustration for both customers and employees.

24/7 support

Unlike human agents, AI agents never sleep! They can provide round-the-clock assistance, ensuring customers always have access to help, regardless of time zone (especially supportive for global businesses).

Improved compliance

AI agents can be programmed to follow specific protocols and procedures, ensuring consistent and compliant interactions. For businesses in regulated industries where adhering to strict guidelines, this benefit is essential.

Increased productivity/efficiency

AI agents can handle a significant volume of routine inquiries and tasks, freeing up human agents to focus on more complex issues that require a personal touch. A spike in productivity for both employees and customers streamlines workflows and saves valuable time.

Improved ROI

AI agents offer a cost-effective way to deliver quality customer and employee support. By automating basic tasks and reducing the reliance on human agents, AI agents can significantly improve your return on investment (ROI).

Key features of AI agents

AI agents go beyond simple chatbots, offering a robust feature set that empowers them to deliver intelligent and efficient interactions. Here's a breakdown of some key capabilities that define AI agents:

• Natural language processing (NLP): This is the heart of AI agents, enabling them to understand the intent behind user queries, even if phrased in various ways. Imagine a AI agent understanding the frustration in a user's question, "Why won't this thing work?!" and responding with empathy and troubleshooting steps.

• Conversational AI: Adding another layer of NLP, AI agents can engage in multi-turn conversations, mimicking natural dialogue, allowing them to gather additional context, clarify questions, and provide more precise solutions.

• Machine learning: Many AI agents have machine learning capabilities, allowing them to continuously learn and improve over time. By analyzing past interactions and user data, AI agents can refine their responses, personalize recommendations, and become more adept at handling complex inquiries.

• Integration capabilities: AI agents can integrate with various back-end systems like CRM platforms, knowledge bases, and ticketing systems. This allows them to access real-time data, automate tasks, and provide a more comprehensive user experience.

• Omnichannel accessibility: Modern AI agents can be deployed across multiple platforms, including websites, mobile apps, messaging services, and even voice assistants. Providing users with a seamless and convenient access to support, regardless of their preferred channel is the ultimate level of convenience.

• Personalization: Advanced AI agents can leverage user data and past interactions to personalize responses and recommendations. Creating a more engaging experience prompts the AI agent to tailor its assistance to the specific needs of each user.

• Self-service options: AI agents can empower users to find solutions independently by providing access to knowledge bases, FAQs, and tutorials. Reducing the burden on human agents allows users to resolve issues at their own pace.

Use cases for AI agent in IT

AI agents are not one-size-fits-all solutions. Their versatility allows them to be implemented across various departments, transforming the way businesses interact with customers, employees, and even potential leads. Here's a glimpse into some key use cases:

IT departments

Incident management: AI agents can provide first-level support for common issues (password resets, application errors), triage incidents and route them to appropriate teams.

Service desk: Manage service requests and tickets, answer FAQs about IT services and provide updates on service status and availability.

IT asset management: Automating asset provisioning, AI agents can also track hardware and software assets, plus manage software licensing. 

IT service catalog: Manage service fulfillment, allows users to request services and provide valuable information about available IT services.

IT change management: Communicate changes to IT services, manage change requests and also provide updates on ongoing changes.

HR support

Employee onboarding: AI agents can streamline the onboarding process, guiding new hires through company policies, benefits information, and IT setup.

Answering benefits & payroll questions: Employees get immediate answers to common HR inquiries, reducing the burden on HR departments.

Scheduling & travel assistance: Help employees schedule meetings, book travel arrangements, and answer basic policy questions.

Internal knowledge base: Can act as a centralized hub for internal knowledge base articles, allowing employees to quickly find the information they need.

ESM 

Single point of access: Serve as a central hub for accessing all enterprise services, from IT to HR, facilities, and finance.

Self-service capabilities: Empower employees to resolve common requests and issues independently, reducing service desk load.

Personalized experiences: Leverage user data to offer tailored recommendations and support.

Request fulfillment: Automate routine service requests (e.g., IT equipment, facilities requests).

Workforce production

IT service desk: AI agents handle basic IT troubleshooting questions, freeing up IT staff for more complex issues.

Field service support: Can assist field service technicians by providing access to product manuals, troubleshooting guides, and real-time data.

Task management & reminders: Lend a helping hand to employees by managing tasks, setting reminders, and accessing important information on demand.

Data & reporting: AI agents can also collect user data and generate reports, providing valuable insights into user behavior and areas for improvement.

Choosing the right AI agent for your business

Scrolling through AI agent software, there’s no shortage of options. But with so many solutions available, how do you select the right one for your business? 

1. Identify your needs:

• What departments will utilize the AI agent? (IT service, HR, Sales, etc.)

• What tasks or functions do you want to automate? (Answering FAQs, scheduling appointments, lead qualification)

• What level of interaction is required? (Simple inquiries vs. complex problem-solving)

2. Consider your budget:

AI agent solutions vary in cost depending on features, scalability, and customization options. Determine a realistic budget that aligns with your needs and long-term goals.

3. Evaluate key features:

• Natural language processing (NLP) capabilities: Assess the AI agent's ability to understand natural language and user intent.

• Integration options: Ensure the solution integrates seamlessly with your existing CRM, knowledge base, or other critical business systems.

• Omnichannel accessibility: Will the AI agent be available across your preferred channels (website, mobile app, messaging platforms)?

• Reporting and analytics: Does the solution provide insights into user behavior and agent performance?

4. Prioritize security and compliance:

• Make sure the AI agent adheres to data privacy regulations relevant to your industry.

• Evaluate the platform's security measures to safeguard sensitive customer information.

5. User experience matters:

• Choose a AI agent that delivers a user-friendly and intuitive experience for both customers and employees.

• Consider the importance of personality and tone – should the AI agent be professional, friendly, or somewhere in between?

6. Look for scalability and customization:

As your business grows and evolves, your AI agent needs to adapt as well. Choose a solution that allows for customization and can scale to meet your future requirements.

7. Demo and trial:

Many AI agent vendors offer demos and trial periods. Take advantage of these opportunities to test-drive the solution and ensure it aligns with your expectations.

Enhance your AI agent capabilities today with Freshservice!

Freshservice's Freddy AI is a game-changer for IT service desks. By harnessing the power of artificial intelligence, Freddy revolutionizes how organizations approach support. This advanced AI agent significantly enhances productivity by automating routine tasks, such as ticket routing, categorization, and auto-responses. With Freddy at the helm, your agents can focus on higher-value activities, leading to improved service quality and increased customer satisfaction. 

Freddy's impact is measurable:

• Reduced ticket volume: Organizations using Freddy AI-powered AI agents experience a 53% decrease in ticket volume.

• Accelerated resolution times: Freddy AI Copilot boosts resolution times by 34%.

• Significant cost savings: Enterprises can save up to $2.1 million over three years by utilizing Freddy AI.

Ultimately, Freshservice's AI capabilities empower businesses to deliver outstanding IT support while maximizing operational efficiency and minimizing costs. Try it for free today and experience the transformative power of Freshservice AI agents.