course hero what is help desk

A help desk is an advanced software for managing communication with customers that help businesses to help them faster and more efficiently. This tool ensures the best user experience for your customers. Moreover, a help desk is a centralized point for managing and handling internal and external requests.

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What are the benefits of chatbots?

Emerging tools like virtual agents, chatbot toolboxes, automation aggregators and platform-specific chatbots provide perpetual service desk coverage and faster issue resolution. As a matter of fact, chatbots reduce Average Handle Time (AHT) by 10%, which reduces costs associated with IT service management (ITSM).¹

What is collaborative assistance?

Collaborative assistance: Integrates chatbot and human assistance to resolve complex customer inquiries faster and more thoroughly. This type of help desk solution may use a chatbot as the primary point of contact before routing an issue to a human support agent.

What is customer self service?

Customer self-service: Enables AI-powered automated help desk support via web, mobile and voice channels. This may include a chatbot that can respond to customer questions, find answers within knowledge bases and FAQs or route customers to human agents as needed.

What is IBM chatbot?

IBM is at the forefront of the help desk software revolution with its AI chatbot technology Watson Assistant. This virtual agent provides fast and accurate answers to customer questions on any app, channel, desktop or mobile device. In addition to IBM Cloud, it can be hosted on other major cloud platforms like AWS and Microsoft Azure, or in an on-premises environment.

What is performance monitoring?

Performance monitoring: Enables help desk managers to track and report customer engagement quality and quantity. This helps them measure department success and establish benchmark metrics for the future.

What is help desk system?

A help desk system streamlines support requests within a single interface. It includes automation and categorization features to organize customer issues and prevent escalation. This enables help desk agents to cross-reference multiple engagements to quickly provide the best possible solutions to end users.

How does Watson Assistant work?

Using AI and natural language processing, Watson Assistant learns from conversations in real time. This improves its ability to resolve issues the first time while removing the frustration of long wait times, tedious searches and unhelpful chatbots . In addition, its robust integrations, visual chatbot builder, and advanced analytics help companies scale their overall operations. In fact, IBM recently reported that Watson enabled companies to garner USD 23.9 million in benefits over three years versus costs of USD 5.5 million for a net present value (NPV) of USD 18.4 million and an ROI of 337%.