IT Service Desk

Automate L1 queries, eliminate IT service queues, improve FRT and improve employee productivity within your enterprise.

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Here’s Why Your Enterprise Needs an Intelligent Service Desk

%

of tickets raised via the support desk are routine queries like password-reset.

$

Is the average cost per ticket for North America

%

of service staff have a tenure of fewer than 24 months

Overcome IT’s Biggest Challenges with Conversational AI

Harness the combined power of AI, deep-domain knowledge, and integrations to deliver lower resolution time, streamline resource allocation, reduce employee downtime, and drive customer satisfaction.

Access Management

 

Access Management

 

Seamlessly manage rote tasks such as:

  • Access Request
  • Employee Onboarding
  • Workflow Requests
  • Document Access
  • Applications/Systems Access
  • Terminate User
  • Modify Details
Incident Management

 

Incident Management

 

Log, escalate & track incidents such as:

  • Risk management
  • Security breach
  • IOC Hunting
  • Malicious activity
  • Entity search
  • Sandbox analysis
  • Malware attack
Troubleshooting

 

Trouble-shooting

 

Troubleshoot common queries such as:

  • Hardware issues
  • Software issues
  • Speeding up a slow computer
  • Network issues
  • Application issues

Make Haptik your Indispensable Sidekick for IT Support 

Provide instant, self-serve support across channels with seamless escalations to help desk agents, keeping full context and chat history. Reduce costs & improve efficiency with Haptik-powered digital-human hybrid workforce.

Unblock IT Ticket Bottleneck with AI

Provide a 24/7 intelligent service desk that delivers instant, round-the-clock automated support for high-volume, common queries such as password reset, access request, incident management, hardware & software issues, etc. 

  • Increase IT customer satisfaction with improved FRT and better first-time-fix rates.
  • No more skills shortage/recruitment challenges.
  • Free-up budget for new technology

Seamless AI to Helpdesk Agent Handoff

Deliver uninterrupted CX with friction-free escalation to help desk agents whenever required

  • Eliminate jammed ticket queues
  • AI to agent handoff with full context and chat history
  • Free agents to focus on high-value moments

Retain Your Best Talent

Save your helpdesk agents from getting bogged down with repetitive chats and calls. Let AI handle recurring issues and requests such as password reset, freeing agents to fix complex requests that require a human touch.

  • Reduce agent attrition
  • Drive higher employee satisfaction without expanding your help desk agents
  • Deploy training budget wisely

Proactively Communicate Business Changes

Haptik IVA contextually communicates with stakeholders across popular channels such as email and chat.  IVA can make personalized recommendations based on historical help-desk user interactions.

  • Proactively tell employees about upcoming changes & maintenance
  • Handle future demand with ease and personalization
  • Deploy organization-wide training of best practices and process

Take Data-Driven Actions

Get in-depth understanding of the types of issues and service requests that are being raised by your employees. Identify and overcome problems impacting IT customer productivity.

  • Introduce a self-serve channel for L0 queries
  • Automate repetitive L1 queries and enable agents to focus on new issues
  • Reduce turnaround time on L2/L3 support requests.
  • Streamline your processes and improve employee productivity