Use AI Help Desk Request Resolution Agent to Resolve Issues

Help Desk Request Resolution Agent understands the incoming employee question/issue and recommends an answer or solution using generative AI. Your help desk agent can review the suggested solution before sharing it with the employee.

The Help Desk Resolution Agent feature is expected to provide a huge boost to your productivity, since your manual help desk agent need not spend time looking for answers and solutions in the knowledge base. The solutions proposed are also "intelligent" in that they are based on reasoning and not mere efficient searching. Your help desk personnel can quickly review the AI suggested solution before sharing the same with employees. Not only is the quality of solutions improved, issues are solved faster, leading to reduced chances of help desk request re-opens and improved satisfaction of the employee organizations you serve.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service

This feature is made available through the AI promotion code on a limited availability basis. If you are interested in enabling this feature and do not yet have a promotion code to use AI within Help Desk, please open a Service Request with Technical Support to request one.

Tips And Considerations

The recommended solution is displayed as part of the activity stream, as an 'Action' for the help desk agent to take.