Boost Your Service Desk with Generative AI: Here’s How!

Ever wished your service desk could understand vague user queries as easily as a librarian can recommend a book? The answer lies in Generative AI.

In the digital era, efficiency is paramount. Yet, service desks everywhere face a common, time-consuming hurdle: deciphering insufficient information from users. Just like a librarian struggling to find that “blue book” a visitor asked for, service desks grapple with vague statements like “My thing isn’t working.” The result? Frustrated users and overwhelmed agents caught in endless back-and-forths, desperately seeking clarity.

Enter Generative AI – the game-changer for service desks. With the plenty of GenAI services available, there’s no need for businesses to invest in building bespoke models.

I developed a GenAI bot using OpenAI that effectively bridges the communication gap. Whenever a user submits a vague query, the bot immediately seeks additional information. By the time an agent looks at the case, all necessary details are at their fingertips.

Imagine this: A user sends a vague “Create Incident” request about a printing issue. Instead of waiting for an agent to ask for more details, a bot instantly prompts the user for specifics. The result? Faster resolutions, satisfied users, and a more efficient service desk.

Don’t let your service desk lag in the digital race. Harness the power of Generative AI and transform your user interactions. Curious about the bot implementation or crafting the perfect prompts for your needs? Drop a comment below, and let’s innovate together. Stay ahead, stay efficient, and always aim for solutions that make a genuine difference.

Teiva Systems is a ServiceNow Premier Partner and provides advisory, architecture, implementation, training and support services. Teiva Systems specialises in building custom applications and integrations with ServiceNow App Engine leveraging platform capabilities like common data model, security, integration layer.

Kostya Bazanov is ServiceNow Leading Architect and Technology Advisor since 2011. He acted in various roles such as technical consultant, implementer, solution architect, team lead in national and global projects and ServiceNow platform rollouts. Kostya is certified in ServiceNow ITSM, Discovery, Event Management, Application Development and other critical modules and capabilities.

Kostya Bazanov, Managing Director, Oct 24, 2023