Aisera and Microsoft Teams streamline service desk support driving employee productivity
Published Dec 10 2020 08:00 AM 10.3K Views

Today’s urgent need to optimize and transform service desk support across internal departments such as IT, HR, and Sales has led to a dynamic new partnership between Microsoft Teams and Aisera’s AI Service Desk. The agile technologies of Conversational AI, NLU, Cognitive Search, Unsupervised NLP, and Conversational RPA combined with Teams’ ability for employees to connect and collaborate seamlessly, underscores the growing trend of work from anywhere.

Service desks were previously unable to meet the demands of offering a five-star employee experience—bogged down by manual processes, lack of self-service and automation, and long waits to resolve support requests. Previously, employees had to wait an average of three days to get their internal IT or HR issues resolved, as support desks were stretched thin and unable to meet business Service-Level Agreements (SLAs). This problem was amplified during the pandemic, leaving many internal support organizations unprepared.

Aisera’s AI Service Desk, integrated with Microsoft Teams, takes advantage of cutting-edge AI collaboration technology and dramatically improves employee support experience. Now, employees are freed from long wait times that once characterized the service desk. Aisera on Teams provides instant resolutions of employee requests, thus making employees more productive.

Auto-resolve support requests in seconds, not days
With the growing emergence of Teams as a preferred channel for employee communication, Aisera’s integration fits perfectly into IT service desk environments for ITSM automation. Aisera serves as a go-to IT and HR channel for employees that don’t force users to log into service desk environments and portals. Here, using AI, their requests are auto-resolved in seconds.

Building the ultimate support hub
The convenient central interface created by unifying Aisera with Teams has propelled employee productivity to unprecedented levels. Aisera’s agility in resolving issues is founded on a virtual assistant using Conversational AI, NLU, Cognitive Search, Unsupervised NLP, and Conversational RPA in a scalable, cloud-native AI technology platform. Moreover, Aisera’s conversational RPA technology acts as the AI-driven workflow automation engine, which enables MS Teams with automation for user workflows and tasks.

Employees can leverage pre-built integrations to Microsoft products from Active Directory, Office 365, SharePoint, Knowledge Bases, Dynamics 365, and leading ticketing systems, including Service Now, JIRA Service Desk, and BMC.


Teams adoption rates soar with Aisera’s Conversational AI
The ability of MS Teams integration to transform self-service has been instrumental in automating internal services and boosting service desk productivity. Customers have reported an increase in user engagement, with proactive notifications and a substantial decrease in tickets created through Teams via AI-powered auto-resolution. The results? Employee satisfaction has improved by 70 percent, agent productivity has doubled—and average resolution rates improved by 90 percent in many cases—a significant key performance indicator of Service Desk efficiency.


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‎Jan 26 2021 11:16 AM
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