What happens when you call your bank? The first few seconds go into verifying your account number with a PIN, and then an agent asks you additional questions to authenticate your identity.

Tedious, isn’t it? Well! There is good news for you. This long-drawn-out process will change in the future. And the future isn’t too far away.

The Service Desk, as we know it now, is about to undergo a radical change, and technology is going to play an indispensable role in transitioning to the Service Desk with a limited human interaction.

Voice Authentication

A system will recognise you based on the sound, pattern, and rhythm of your voice and authenticate your identity. Voice biometrics has emerged as a viable authentication method, because just like the fingerprint or the iris, the voice is unique to an individual. However, what sets the voice biometrics apart as a preferred authentication method for online transactions — is its ability to partner with the phone to deliver exceptionally accurate, reliable and remote authentication.

85% of customer interaction with a business won’t involve talking to a human, says Gartner .

Similarly, the Service Desk systems will identify a customer’s persona in real time, based on his or her spending pattern and credit history analysis, and will offer customised solutions that matter the most to them. These hyper-personalized virtual agents will leverage the power of social intelligence and analytics to work intelligently, just like traditional support agents.

Virtual Agents

A virtual agent is a computer-generated character that mimics a conversation to deliver interactive voice or text-based information in a Service Desk environment. Virtual agents can provide reliable, personalised, fast, interactive information to customers via websites, phones, IVR, social media sites, and instant messaging applications. When properly designed, deployed, and managed, the Service Desk virtual agent can hold an intelligent conversation with end-users and thus provide a very efficient method for ticket resolution. The Service Desk of the future will operate anywhere, anytime, and on any operating system or platform. Service Desk agents and users will no longer be restricted to a particular location or technology in order to deliver or receive fast and efficient technical support. Virtual agents will become a part of all Service Desks in the not-so-distant future and will complement or, in some cases, even replace human agents. The traditional human support will then most likely turn into providing face-to-face premium concierge support.

Customer Experience (CX)

So what is Customer Experience in Service Desk context and how can you improve it? Well! In simple words, it is “How customers perceive their interactions with the Service Desk of your company”? One of the fundamental steps to better the CX is by adopting an outside-in approach to delivering service. IT support executives mostly come with a technology background, which may mean that they are expected to be technical and analytical in their approach making it unlikely to always put themselves in the shoes of a customer. Thus ensuring that the people at the top of the IT support hierarchy clearly understand that a customer-centric or outside-in approach is critical.

Learn how you can improve your First Call Resolution (FCR), while keeping a check on your cost per contact for every Service Desk interaction.

Written Exclusively for Paul Writer.

Image Courtesy to the Author.

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Alok Chander

Alok Chander is a seasoned marketing professional with over thirteen years of diverse experience in marketing. He currently heads the marketing and communications discipline with the telecom infrastructure business of Bharti Enterprises, focusing on new areas of revenue generation. In his previous roles, he has worked on making compelling propositions to the clients in full-blown marketing agencies. He has also worked on cracking-the-code of marketing sophisticated IT products and services to global retail, healthcare and petrochemical giants; wherein he built a customer-centric culture focusing on closing leads. His initiatives around adopting new age marketing practices while improving the overall customer experience have been widely appreciated.

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