Redefining IT Support: the Role of Artificial Intelligence in Help Desks

EasyChair Preprint 15594

Abstract

The integration of Artificial Intelligence (AI) in IT help desks is transforming traditional support systems, redefining the way organizations manage customer service and technical support. AI-driven technologies such as chatbots, virtual assistants, and predictive analytics are enabling faster response times, enhanced issue resolution, and improved user experiences. By automating routine tasks and providing intelligent insights, AI reduces the workload on IT support agents, allowing them to focus on complex issues. This paper explores the role of AI in modernizing IT help desks, highlighting its benefits, challenges, and future implications. Key areas of focus include automation, natural language processing (NLP), machine learning, and AI's impact on operational efficiency, cost savings, and customer satisfaction. The study further examines how AI empowers organizations to deliver smarter, proactive, and user-centric IT support solutions.

Keyphrases: AI in Customer Support, Artificial Intelligence, IT Help Desks

@booklet{EasyChair:15594,
  author    = {Atika Nishat},
  title     = {Redefining IT Support: the Role of Artificial Intelligence in Help Desks},
  howpublished = {EasyChair Preprint 15594},
  year      = {EasyChair, 2024}}