Why Multi-Channel IT Support is Essential in the GenAI Era

A decade ago, the IT service management (ITSM) industry was awash with talk of the IT self-service portal being the cure for all IT support ills. There were also service portal strategies where the traditional telephone and email channels were to be closed, with end-users forced to use the “superior” service portal channel. However, many of the service portal implementations of a decade ago didn’t deliver on their promises (for various reasons). Now, a decade later, the rise of end-user-centric and experience-focused IT support strategies means that multi-channel IT support is now essential in the generative AI (GenAI) era, with this enhancing capabilities across accessibility, automation, and efficiency.

This blog explains why.

Multi-channel IT support is now essential in the generative AI era, enhancing capabilities in accessibility, automation, and efficiency. This blog explains why. #GenAI #AI #Automation Share on X

Expectations and technical capabilities

Before diving into specifics, it’s important to understand two of the overarching drivers of the multi-channel approach to IT support. The first is employee expectations, where “choice” is the key word. The second is the available technical capabilities, with it easier than ever to pass end-users and their issues between channels and support personnel to get them the best possible support experience and outcome.

These two overarching drivers can be seen in the following reasons why multi-channel IT support is essential in the GenAI era.

Meeting end-user preferences and expectations

Modern end-users are bringing their consumer-world service and support experiences into the workplace. They expect to interact with internal IT support through multiple channels – whether it’s chat (including chatbots), email, telephone, service portal, Microsoft Teams and Slack sessions, or even social media. For example, the SysAid Copilot integrates with Microsoft Teams and email services like Google’s Gmail.

An end-user might have a single IT support preference or expect to use different IT support channels for different scenarios. Multi-channel support allows end-users to access IT help through their preferred medium, whether in the office, remote working, or on the move. However, the type of need can also determine the end-user preference. For example:

• Urgent end-user issues might necessitate a phone call or live chat engagement for a real-time engagement with a human support agent.
• Complex technical problems might necessitate using the email or service portal channel to allow for detailed explanations and possibly the exchange of logs or screenshots.
• Routine service requests such as password resets or software installation requests are ideal for the service portal or chatbot channels.
• Confidential or sensitive issues, such as reporting a security breach, might necessitate a phone call to ensure the information is handled discreetly and securely.
• After-hours issues, when the IT service desk is closed, might prompt an end-user to use the chatbot or service portal channel.

Providing a seamless IT support experience

As well as demanding choice, end-users also expect a consistent and seamless experience across all IT support channels. This includes switching between channels (e.g., starting a conversation on chat and continuing via email) without losing context or repeating information. GenAI technology facilitates this as well as offering additional capabilities that improve the IT support experience. For example:

• Cross-channel integration – GenAI can be integrated across multiple IT support channels, allowing the same AI-driven insights, automation, and support capabilities to be accessible regardless of how the end-user interacts with IT support.
• Personalization – GenAI enables this by analyzing end-user data across IT support channels, understanding end-user preferences, and tailoring responses accordingly (again, no matter the channel).

GenAI helps provide a seamless IT support experience. Here's how. #GenAI #AI #ArtificialIntelligence #ITSM Share on X

Understanding that speed is often a critical end-user need

Given the business and employee reliance on technology these days, the speed of issue resolution or service provisioning is important. A multi-channel IT support approach facilitates this. Especially when enabled with GenAI capabilities. For example, a GenAI chatbot can handle basic end-user queries immediately. Alone this is good, but it also frees IT service desk staff to tackle more complex issues. Response and resolution times are reduced in both instances.

Another speed perspective is availability. With GenAI-powered automation, multi-channel IT support can operate 24/7, providing always-available assistance through chatbots, service portals, and automated intelligent email responses.

Improving IT support data collection and analysis

A formal multi-channel IT support approach enables organizations to collect data from various sources (related to the different IT support channels). GenAI can analyze this data to identify trends, common issues, and areas for improvement in IT services (including IT support capabilities).

Not only does this data-driven approach support continual improvement, but GenAI can also predict potential IT issues before they adversely impact employees and business operations.

This blog looks at how GenAI improves IT support data collection and analysis, deliver a user-centric IT support model, and better meet end-user preferences and expectations. #GenAI #ITSM #AI #ServiceDesk Share on X

Delivering a user-centric IT support model

This is similar to the first reason outlined above – meeting end-user preferences and expectations. However, there’s a difference between taking a piecemeal approach that delivers IT support capabilities to meet evolving end-user needs and adopting a formal user-centric IT support model. Where the purpose and design of IT support capabilities stem from understanding and focusing on end-user requirements (and expectations).

A user-centric IT support model empowers end-users through choice, with integrated channels that can fit their needs anytime. This multi-channel IT support approach also offers enhanced collaboration capabilities such that information can be shared and accessed more easily (both ways) across different channels and platforms to improve outcomes and the overall IT support process.

If you want to learn more about multi-channel support and the use of Gen AI, take a look here.