THE BT HELP DESK: POWERED BY AI
While our team at BT does more than just respond to tickets from our clients...
(Happy football season, everybody!)
... we certainly understand that efficiently managing service requests is a critical piece of our responsibility to you. So we want to take you behind the scenes of our help desk this month, and share how we're leveraging AI-powered tools to make the support process faster and more efficient. It all starts with triage, or how we assess and assign incoming tickets based on severity, complexity, and resource availability.
There are 5 key ways these tools are improving our triage process:
Automating Ticket Categorization: Manually categorizing tickets is time-consuming and prone to mistakes. AI tools analyze the content of incoming tickets and automatically assign them to the correct category—whether it's a network issue, software problem, or hardware failure. By identifying patterns and keywords, these tools ensure that tickets are sorted quickly and accurately.
Smart Priority Assignment: Our tools can assess the severity of each issue and assign a priority level based on the number of users affected, the criticality of the system, and the client’s service level agreement (SLA). For example, a system-wide outage gets top priority, while a printer paper jam request will fall lower in the queue. This means urgent problems are handled faster, while smaller issues don't clog up the queue.
Efficient Ticket Routing: Instead of having help desk staff manually assign tickets to technicians, AI tools can automatically route tickets to the right team or engineer based on their expertise and availability. This reduces delays and ensures that issues are handled by the most qualified person from the start.
Faster Resolution Times: With AI handling ticket triage, help desk teams can respond to issues faster. Our toolkit also offers troubleshooting suggestions based on historical data, speeding up the process of finding a solution and reducing downtime for clients.
Continuous Improvement: One of the best parts of AI is that it learns from past tickets. As the volume of tickets processed by these tools increases, it will organically become better at categorizing, prioritizing, and routing tickets, allowing us to optimize our help desk operations without manual intervention.
At the end of the day, our mission is to be a world-class IT partner for our clients, and these tools directly impact our help desk and support process by improving efficiency, reducing errors, and quickening resolution times. Together, our tools and support engineers are working hard to ensure that you get the prompt and reliable support you expect.
Have questions about the triage process and/or support workflow? Please send us a note - we love talking about it!