10 min read What’s the secret that’s helping companies ace their IT service management? Competitive and modern businesses are increasingly incorporating AI-based ITSM systems to meet the needs of their end customers.
Today, customers expect quick responses, real-time support, and human-like support to complex IT issues. Therefore, traditional ITSM is not enough. The solution? AI-based IT service management.
If you’re struggling to keep up with your ITSM, looking to transform it, or curious about whether AI can help you, this blog is for you.
What Is ITSM?
IT Service Management (ITSM) is the strategic approach businesses use to design, deliver, and manage the IT services they provide to end users. For instance, providing IT support to customers is a core process. Think incident management that requires quick resolutions, and planned changes or upgrades required to IT systems.
ITSM includes processes and procedures that ensure customers’ IT needs are met. Let’s look at some core factors of ITSM:
- Incident management, for example, service disruptions
- Routine service requests, such as those that are periodical
- Upgrade requirements to IT systems
- Problem management to address root causes
Effective ITSM ensures that businesses are able to provide technology support and keep customers’ work going. Providing reliable and accessible ITSM keeps customers satisfied. It also optimizes operational efficiency.
The lack of ITSM can lead to customer dissatisfaction, service outages, and security issues, among other problems.
Challenges of traditional ITSM
Let’s face the truth. Traditional ITSM is not efficient. Long waiting lists, piling tickets, slow resolution times, and unhappy customers, leading to churn. Traditional ITSM has several challenges. Here are some:
1. Slow resolution times and ticket backlogs
Traditional ITSM systems often create bottlenecks that leave users waiting for days or weeks for resolution. For instance, manual ticketing process, manual resolutions, and teams overloaded with service requests are some of the common issues.
Even simple password resets or software upgrades can take a long time to get resolved. This can frustrate customers and have a negative impact on their work. Besides, it leads to bad customer experience and damaged brand reputation.
AI-based ITSM can reduce resolution times and ticket pile-ups. For example, a quick review of Auralis AI-based ITSM revealed the average ticket handle time for customers to be two minutes, which is almost unthinkable via traditional methods.
2. Inconsistent workflows and manual triage
Traditional ITSM processes that are dependent on human intervention have a higher chance of inconsistency. For instance, different agents may categorize the same issues differently, apply varying priority levels, or follow different resolution methods. Such manual triage decisions can lead to unpredictable outcomes. Customers might not receive the best solution to their issues. Auralis AI-based ITSM has led to 57% reduction in human errors for customers.
3. High operational costs and agent burnout
ITSM done the traditional way involves many expenses, such as hiring human agents, training the agents, office space, equipment, and other overheads. Moreover, with traditional ITSM methods, support agents might end up spending hours in fixing small issues, such as password resets.
This leads to increased costs for your business. Moreover, it can also lead to agent burnout. Conversely, 90% of businesses that use AI-based customer support systems report time and cost savings.
4. Poor SLA adherence and employee satisfaction
Meeting Service Level Agreements (SLA) with manual ITSM processes can be a struggle. That’s because companies often miss their committed response and resolution times. This can lead to penalties and negatively impact customer relationships. Moreover, customers may lose confidence in your IT services. Auralis customers have reported a 21% decrease in negative support experiences.
Why AI is reshaping the future of ITSM
Artificial intelligence (AI) is changing how businesses conduct service management, including ITSM. Tasks that take days and weeks with the traditional or manual methods can be completed within hours with AI.
AI not only digitizes manual processes, but also adds a layer or multiple layers of intelligence that can easily understand patterns, contexts, and make informed decisions based on data. This adds proactive capabilities to IT service teams. While AI does not replace ITSM workflows, it definitely enhances processes and performance.
Consider these statistics:
- 93% of AI users believe it enables them to focus on higher-level tasks
- 83% of AI users say AI amplifies human creativity
- 87% of service decision makers say technology helps them better serve customers
Here’s a graph that shows how AI will reshape customer service and how it covers all aspects of ITSM:
AI capabilities for ITSM
Whether you’re looking to save costs or struggling to provide more accurate IT support, AI capabilities are increasingly promising to help address every ITSM challenge. Here are some AI capabilities specifically useful for IT support management.
1. Automated ticket triage and classification
AI-based systems can analyse tickets and requests in no time, understand and easily categorize issues with higher accuracy compared to human agents. Machine learning (ML) algorithms recognise patterns from data and identify incident types, priority levels, and correct solutions. This reduces delays and inconsistencies of manual triage. This way, critical issues can get attended to immediately.
2. Smart response suggestions and knowledge retrieval
AI-based systems can easily search vast data within seconds. It can assess ticket histories and documentation repositories, and provide human agents with relevant and helpful information as well as responses. AI systems have the ability to differentiate between issues and suggest relevant and tailored solutions. For instance, it can make suggestions based on the user’s location, previous history, etc.
3. Predictive insights and proactive service
With AI systems, you can predict future problems based on past patterns. For instance, AI systems can analyse system logs, user behaviour, and historical data and flag potential issues, such as hardware failures, or security gaps. This way, IT teams can schedule preventive maintenance.
4. 24/7 multilingual support
Another notable capability of AI-based virtual ITSM agents is the ability to provide assistance and support 24/7. Moreover, AI ITSM tools are designed to understand multiple languages. The tools manage all kinds of requests, routine and escalate complex issues to human agents. These systems provide support regardless of timezones or languages.
With AI ITSM systems, you can ensure proactive service, adding value to your customers. Rather than waiting for problems to occur and then reactive, with AI, you can identify, predict future issues, and provide personalised solutions.
How Auralis enables ITSM
Many businesses are turning to AI-powered IT service management for their customers. Customers who use Auralis have noted its ability to provide proactive support, personalized service based on location and language, and timely services whenever customers need it. Here are some Auralis features that enhance ITSM.
1. Helpdesk Assistant
Auralis’s Helpdesk Assistant feature helps with drafting responses to queries, suggesting solutions, and sharing relevant information. Agents have to simply send the pre-written responses. This reduces response time. It also reduces the need for agents to be trained thoroughly.
2. Quality Auditor
With the Quality Auditor feature, you can automate ticket reviewing for compliance, accuracy, and completeness. The feature checks if the responses adhere to organizational policies, regulations, and best practices. It also flags any issue with these factors. With this feature, you can avoid compliance violations and maintain high quality standards.
3. CX Coach
Another effective way in which Auralis helps with ITSM is via its feature, CX Coach. This feature provides support in real-time. For instance, it provides suggestions during customer interactions, helps human agents during complex scenarios, and provides comprehensive onboarding support. It provides coaching as well as feedback to new hires.
4. Live Chat AI Agent
Human touch is the cornerstone of customer support. Even with digitalization and AI, more than 70% of customers want to interact with human agents. That’s where Auralis Live Chat AI Agent helps. The feature provides human-like support across channels, such as chat, voice, and email. This AI agent can handle queries just like human agents, maintaining conversations and ensuring users receive support on all channels.
5. Insights Analyst
Auralis Insights Analyst feature provides dashboards that track SLA performance, CSAT scores, and other metrics. With predictive analytics, this system helps businesses identify upcoming trends, predict needs, and make data-driven decisions. Insights Analyst provides actionable insights that helps with service improvements.
The measurable impact of AI in ITSM
We collated how AI is impacting ITSM based on numbers from companies that are using Auralis for IT service management. And the results are promising:
- Businesses have reported 60% cost savings through automated processes that have enhanced manual systems and reduced the need for additional support staff.
- Support agents have reported saving 15 or more hours per week that were previously spent on routine tasks like password resets, basic troubleshooting, and information gathering.
- Companies have saved an average of 32 hours per new hire through AI-powered training and real-time coaching systems provided by Auralis.
- Automation capabilities have enabled businesses to resolve up to 60% of tickets without human intervention.
- These automated resolutions happen instantly, 24/7, providing users with immediate assistance regardless of time zones or staff availability.
- Auralis customers have reported a 21% reduction in negative user experiences.
Why IT leaders are choosing Auralis over traditional ITSM tools
From lower resource requirements to higher accuracy to the ability to make strategic data-based decisions, there are several reasons why IT companies are choosing Auralis and doing away with their traditional ITSM systems. Here’s a comparative table that shows why businesses are choosing Auralis.
| Traditional ITSM | Auralis AI ITSM |
| Manual and reactive processes that fail to identify issues before they occur | AI-driven, proactive systems that predict problems, making it easy to address them before they occur |
| Human-based processes that are more error-prone | Intelligent automation processes bringing consistency in resolution compliance |
| High costs due to resource requirements | Automation scales without additional hiring, reducing costs |
| Dependent on human resource, hence limited scaling | AI has the ability to handle unlimited simultaneous requests and problems |
| Static dashboards with historical reporting | Real-time, predictive insights that enable proactive decision-making |
| Basic security with manual compliance processes | SOC II, HIPAA, GDPR compliant with automated security features |
Here’s an infographic that explains why AI-based ITSM is the way forward.
Transform your ITSM with Auralis
ITSM systems are evolving and transforming, from traditional, manual processes to digitized and AI-based. In such a scenario, if you do not change with the times, you might get left behind in the industry.
There are many AI-powered ITSM solutions in the market. Among them, Auralis is leading the change in ITSM.
Auralis features that can enhance ITSM for you:
Increase ticket resolution speed
Auralis provides AI-powered triage and auto-generated responses that reduce handling and resolution time.
Higher agent efficiency and accuracy
Auralis tools draft responses, suggest macros based on historical data, ensure compliance, provide real-time coaching and automate onboarding, increase productivity and accuracy.
24/7 human-like support
Auralis is designed to meet customer need for human touch with a live chat feature that is available 24/7, supports multiple languages, and learns and improves based on context and intelligence.
Auralis is designed to enhance your ITSM system and help your human agents, not replace them. This is one reason teams using Auralis do not feel threatened by it, but rather, feel more encouraged to use the tools to improve their productivity and quality of work.
If you’re looking for an AI-based ITSM system for your business, Auralis is here to help.
