Help Desk

AI Solutions for Help Desk

The corporate Help Desk addresses the delicate task of managing incidents, assistance requests, and support for complex processes that users cannot resolve independently, while simultaneously improving business processes.

Artificial Intelligence and Machine Learning support service management processes in every aspect: both strategic and operational.

The main needs in the Help Desk area generally include:

Eliminating the manual and repetitive human workload related to high-volume, low-value tasks.
Ensuring the service is always available, from any device, at any time.
Offering timely and consistent responses.
Monitoring user behavior and request fulfillment to improve ongoing business processes.
Providing quick responses to questions regarding support or malfunctions of internal business applications, as well as information or clarification requests, reducing impact on internal structures and improving service quality.
Offering responses to non-expert users about applications without impacting internal structures.
Guaranteeing and ensuring consistency in responses regarding procedures, documentation, and business methods. That is, providing the same answers whenever the question is the same.

Blue BI implements BI solutions for Help Desk by integrating AI and ML systems through high-value services such as ChatBot, Natural Language Processing (NLP), omnichannel communication, GeoAnalysis tools, automation of flows, and the entire business workflow.

In this way, the Help Desk can focus on higher-value strategic activities aimed at improving analysis processes, business user experience, and the overall company workflow.

By 2021, 25% of digital users will use a virtual assistant in their work.

Gartner

Technology

BI solutions for Help Desk are developed with the following technologies:

They can be integrated with:

ChatBot BI for Help Desk

Integrating ChatBot tools into analytics platforms (Qlik, PowerBI, or Tableau) simplifies access to analysis data.

The user can request data, reports, or charts using natural language, and the Chatbot responds by providing certified data.
The system is available 24/7, without restrictions on access to regular company services, and automatically resolves over 70% of questions.
It drastically reduces the workload on company structures that provide support.
It intervenes in the case of incidents, malfunctions, IT assistance requests, etc.

With the ChatBot, on average, 71% of requests are resolved automatically, regardless of language, time, or location of the user. Human intervention is only required when necessary.

Help Desk Service Quality

Blue BI solutions (ChatBlue) allow the measurement of the service quality level of the Help Desk.

It can guide users to fill out custom forms for specific requests more easily and quickly, reducing user abandonment and increasing the perceived value of the service.

Through a mechanism of self-learning, the Help Desk service improves based on actual usage requests.

The reliability of the service is ensured by a series of “KPIs Mismatch Answer”, which constantly measure the service level and should tend toward zero over time.

All interactions between the ChatBot and the user are recorded, ensuring uniformity of response.

Support and Training

We create BI solutions for Help Desk that offer real-time support to users, without limitations on access to regular company services.

It can integrate responses by directing users to technical documentation, as well as commercial propositions.
It can integrate responses by directing users to technical documentation, as well as commercial propositions.
It can interface with third-party services.
It responds promptly to questions about support or malfunctions in internal business applications and requests for information or clarifications.
It ensures that BI user requests are escalated to the Help Desk (human level) if no satisfactory answers are found.

Collaborative BI

Our BI solutions promote immediate information exchange in a true collaborative team environment, enriching the value of analysis and scenarios, even within the Help Desk area. Traditional and outdated tools are replaced by shared, real-time analysis and dashboards, along with specific notes and considerations, according to a true collaborative model.

Scalable Platform

Our BI solutions are developed to grow gradually in both user numbers and types, as well as functionalities, ensuring real scalability in terms of resources and costs.

Blue BI Integrations for Help Desk

Data Warehouse and Data Centralization

The structure of the Data Warehouse (repository of information) is built using the most common data integration platforms on the market, which we then expose to end-users through presentation tools such as Microsoft Power BI, Qlik Sense, SAP Business Objects, and Tableau. These tools allow us to relate information from various business units, IT, CRM systems, external sources (web, market analysis, etc.), and infer useful insights to resolve impactful issues and improve business processes.

User Adoption

We measure User Adoption of Help Desk service management tools to identify issues and intervene promptly with corrective actions that maximize return on investment.

Integrations and Mashups

We offer the possibility to integrate information (data and analysis) into web applications on the corporate intranet or the official website, making automatically updated data readily available.