How AI can transform service request management

If you asked IT support agents, “What’s the one task that you feel should be automated, every time you have to do it manually”, you’d be inundated with suggestions.

9 out of 10 would say something like “resetting passwords” or “unlocking accounts”. The 10th would probably complain about repeatedly answering trivial questions or providing access to apps.

The point is, service requests are now easier to automate with AI. An intelligent chat-based assistant can probe to understand the exact need of the user, suggest relevant service items and then automate the fulfilment process in most cases.

Let’s look at the different ways AI can transform request management and fulfilment.

1. Better user experience

AI can help make the end users’ experience conversational and consultative. Although rare, some users hate to bother a human agent if they’re not sure what exactly they need in the first place.

A preliminary conversation with an AI assistant that knows which service items they’re eligible for might help them have a more productive discussion, should they eventually need an IT agent to get involved.

Besides, manually fulfilling repetitive requests for password reset and app access makes agents feel redundant, which can impact their morale and job satisfaction. A system capable of automating request management can really help elevate UX across the board.

2. Cost optimization

We know that mundane service requests cost the IT org – not to mention, the business – a ton of productive hours. But an AI assistant can even detect the underlying intent and provide relevant recommendations.

Let’s say a user wants to request for a specific project management tool to better manage tasks, deadlines, collaboration, etc. If another business unit is already using a different tool for project management, adding an extra license would not only save cost, but might lead to utilizing some of the untapped potential of the tool you’re already paying for.

3. Process automation

In most service desks, workflow automation is still based on hard rules. “If the cost of the requested service exceeds $100, send an approval request to the manager”, etc. Since an AI assistant can take into account multiple data points in real time and understand the user’s intent, automation can be a lot more dynamic.

This extends to request routing, prioritization, and even escalation if required.

An AI system can detect if a critical request is taking too long, and alert a stakeholder before it breaches the SLA.

If your ITSM system integrates with the platforms that you use for identity management, HRIS, etc. you can handle common requests like password reset and access management without a human in the loop.

BONUS: Predicting and handling service requests before they become incidents

AI systems will only get more powerful in the future. A system that tracks event logs and can identify anomalies can raise alerts and service requests to prevent incidents. Let’s say, an AI system detects that a printer is running low on toner, it could automatically generate a service request to refill or replace the toner before the users experience disruption.

To wrap up, just like other areas of ITSM, AI can help reimagine how service requests are handled in your IT organization. The most powerful application will be automating requests that humans should not spend time on in 2024 and beyond.