The role of a service desk is crucial in maintaining smooth operations. But what happens when the service desk itself is automated? How does an AI-driven system handle the myriad of requests and issues that come its way?
What If… A 3rd Party service suffers an outage.
Scenario: Your organisation uses a 3rd Party vendor to provide a secure email gateway service. Unfortunately, they have an issue that is causing a delay in email delivery.
Automated Response: Using a suitable integration for the 3rd Party service, ServiceHive has received the status update from the vendor and raised a problem ticket. Users reporting issues with delayed email delivery are advised of the problem, issued with an incident ticket linked to the problem, and will be advised once the problem has been resolved.
Outcome: Using integrations, ServiceHive can receive updates on the health status of critical systems. That information is then used to inform impacted users of the current problem and provide updates through to resolution.
What If… An employee needs information on a company procedure?
Scenario: A new employee needs to book annual leave but is unsure of the correct procedure. They ask ServiceHive what to do.
Automated Response: Using natural language processing (NLP), ServiceHive analyses the users question and then searches through its index of documentation. Finding a suitable response from the Company Handbook that it has held in its database, ServiceHive summarises the relevant section and responds back to the user with the required steps to book annual leave.
Outcome: By providing ServiceHive with company documentation containing processes and procedures it is quickly able to provide answers to employee questions saving time and frustration.
What if… A new hire is starting with the company in two weeks’ time?
Scenario: A hiring manager must onboard a new staff member that starts in two weeks’ time. There are multiple elements to the onboarding process which includes the procurement of a new laptop with specific software required for the role, the setup of user accounts so they can access corporate resources, as well as meetings to be scheduled for orientation.
Automated Response: Having been told of the new starter, ServiceHive presents the manager with the required onboarding form. Once filled out and submitted, ServiceHive then initiates a custom workflow that creates a new hardware request and assigns it to the correct team to provision the new laptop. The new account is scheduled for creation 24 hours before the start date and once that time is reached the manager will be provided with the credentials. Appropriate licenses are assigned which also trigger the deployment of the required software the user needs for their job, a welcome email is sent to the user’s mailbox, and meetings are scheduled for the new employee orientation and probation reviews.
Outcome: Utilising the ServiceHive automation library has streamlined the onboarding process, reducing the manual overhead of managing separate requests and associated administration tasks. The experience for both manager and new employee results in a less stressful experience and for a more productive first day.
So, how does a day in the Life of ServiceHive compare to your current routines? Discover the difference for yourself. Contact us today to learn more, or book your free trial now!
