{"id":18570,"date":"2021-03-10T10:09:14","date_gmt":"2021-03-10T09:09:14","guid":{"rendered":"https:\/\/pat.eu\/?p=18570\/"},"modified":"2021-07-20T10:26:33","modified_gmt":"2021-07-20T08:26:33","slug":"the-new-kpis-for-a-service-desk-based-on-artificial-intelligence","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2021\/the-new-kpis-for-a-service-desk-based-on-artificial-intelligence\/","title":{"rendered":"The new KPIs for a Service Desk based on Artificial Intelligence"},"content":{"rendered":"<div id=\"pl-18570\"  class=\"panel-layout\" ><div id=\"pg-18570-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-18570-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-18570-0-0-0\" class=\"so-panel widget widget_sow-image panel-first-child\" data-index=\"0\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-image so-widget-sow-image-default-d6014b76747a-18570\"\n\t\t\t\n\t\t>\n\n<div class=\"sow-image-container\">\n\t\t<img src=\"https:\/\/pat.eu\/wp-content\/uploads\/2021\/03\/kpi-service-desk-moderno.jpg\" width=\"640\" height=\"360\" srcset=\"https:\/\/pat.eu\/wp-content\/uploads\/2021\/03\/kpi-service-desk-moderno.jpg 640w, https:\/\/pat.eu\/wp-content\/uploads\/2021\/03\/kpi-service-desk-moderno-300x169.jpg 300w\" sizes=\"(max-width: 640px) 100vw, 640px\" title=\"KPI Service Desk\" alt=\"KPI Service Desk\" \t\tclass=\"so-widget-image\"\/>\n\t<\/div>\n\n<\/div><\/div><div id=\"panel-18570-0-0-1\" class=\"so-panel widget widget_sow-editor panel-last-child\" data-index=\"1\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p><strong>KPIs<\/strong> for Service Desk are key <strong>strategic indicators<\/strong>, for understanding and <strong>measuring<\/strong> the release <strong>performance<\/strong> of your services.<\/p>\n<p>The <strong>Service Desk<\/strong> is the first entity through which the user communicates with the company, for its requests or problems; therefore, it is a precise<strong> indicator of the efficiency and effectiveness of IT work<\/strong>, towards company organization.<\/p>\n<p>In this last period, Service Desk systems have started to evolve towards the guided use of <strong>Artificial Intelligence<\/strong>: these new technologies, related to the <strong>automation of IT processes<\/strong>, are showing a new way to provide services,<strong> faster<\/strong> and with <strong>greater continuity<\/strong>. In fact, 79% of enterprises plan to adopt an AI-based Service Desk, by the year 2021.<\/p>\n<p>Considering this new trend, it is essential to identify which new KPIs (Key Performance Indicators) are relevant for modern Artificial Intelligence and <strong>Chatbot<\/strong>-based Service Desks.<\/p>\n<h2>KPIs for Service Desk: traditional delivery and measurability models<\/h2>\n<p>Using the new technologies, applied to Service Desk, is it possible to continue using existing <strong>KPIs<\/strong>, to achieve <strong>proper measurability of service performance<\/strong>?<\/p>\n<p>Under traditional service delivery models, the primary channels for opening a ticket to the Service Desk are<strong> telephone<\/strong> and <strong>email<\/strong>, but these methods also involve issues, such as <strong>delays<\/strong>, associated with phone waiting,<strong> incomplete<\/strong> <strong>information delivery<\/strong>, or often bouncing information among different teams, for the resolution.<\/p>\n<p>Based on this<strong> traditional model<\/strong>, the recognized <strong>KPIs<\/strong> for Service Desk are:<\/p>\n<ul>\n<li>\u2022 Customer Satisfaction Score<\/li>\n<li>\u2022 Agent usage<\/li>\n<li>\u2022 First contact resolution rate<\/li>\n<li>\u2022 First level resolution rate<\/li>\n<li>\u2022 Agent satisfaction<\/li>\n<li>\u2022 Aggregated Service Desk performance<\/li>\n<li>\u2022 MTTR (Mean Time To Repair)<\/li>\n<\/ul>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h2>KPIs for Service Desk: emerging delivery and measurability models<\/h2>\n<p>The emerging models of service delivery, that modern Service Desks are focusing on, involve both <strong>Artificial Intelligence<\/strong> technologies, and <strong>new contact methods<\/strong>, which rely on <strong>collaborative tools<\/strong>, such as <strong>Microsoft Teams<\/strong>.<\/p>\n<p>Therefore, modern Service Desks are <strong>focusing on new tools, which facilitate self-service problem resolution<\/strong>, through <strong>technologies<\/strong>, <strong>integrations<\/strong> and <strong>channels<\/strong>, that are much more <strong>direct<\/strong> and always <strong>available to users<\/strong>.<\/p>\n<p><strong>Self-service tools<\/strong>, that help<strong> improving the rate of \"automatic resolution\"<\/strong> are: the <a href=\"https:\/\/pat.eu\/en\/solutions\/service-management\/customer-portal\/\" target=\"_blank\" rel=\"noopener noreferrer\">portal<\/a>, with the <a href=\"https:\/\/pat.eu\/en\/solutions\/service-management\/service-catalog\/\" target=\"_blank\" rel=\"noopener noreferrer\">Service Catalog<\/a>, <a href=\"https:\/\/pat.eu\/en\/products\/engagent\/\" target=\"_blank\" rel=\"noopener noreferrer\">chatbots<\/a>, to facilitate and guide the user, in opening or self-solving an issue and<strong> process automation<\/strong> of requests routing. Users no longer have to use channels such as phone and email, as they find these new tools much faster and easier.<\/p>\n<p>The innovation, introduced by modern service desks, also affect<strong> performance measurability<\/strong> conditions.<\/p>\n<p>The KPIs for a Service Desk, based on Artificial Intelligence, automation and collaboration are:<\/p>\n<p><strong>EVERGREEN KPIs<\/strong>:<\/p>\n<ul>\n<li>\u2022 Customer Satisfaction Score<\/li>\n<li>\u2022 Mean Time To Repair (MTTR)<\/li>\n<li>\u2022 Agent Job Satisfaction<\/li>\n<\/ul>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<p><strong>UPDATED KPIs<\/strong>:<\/p>\n<ul>\n<li>\u2022 \"<strong>Cost per ticket<\/strong>\": replacing \"Cost per contact\", as a modern service desk \"automatically solves\" most repetitive problems and, only in the case of complex problems, the resource intervention is required. Therefore, measuring \"Cost per Contact\" does not provide a complete picture of agent efficiency.<\/li>\n<li>\u2022 \"<strong>Number of tickets per agent<\/strong>\": replaces \"Agent usage\", as a modern service desk, with applied Artificial Intelligence, needs to measure the productivity of the service team, in terms of resolution outcome. This KPI is measured by dividing the number of tickets, solved by the agent, per unit of time.<\/li>\n<\/ul>\n<p><strong>NEW KPIs<\/strong>:<\/p>\n<ul>\n<li><strong>\u2022 Accuracy of the chatbot<\/strong> with Artificial Intelligence: it is important to measure the accuracy of the system, by understanding what is the percentage of correct responses from the system, versus how many times the chatbot was unable to understand the request.<\/li>\n<li><strong>\u2022 Escalation from virtual to human<\/strong>: involving a human agent in the resolution, if the system was not automatically able to solve the problem. Measuring this parameter identifies the percentage of how long the platform automatically took, to perform this step.<\/li>\n<li><strong>\u2022 Service Desk automation quotient<\/strong>: it would be advisable to also measure newly created automations, identifying how much they speed up resolution process.<\/li>\n<\/ul>\n<h3><\/h3>\n<h3>HelpdeskAdvanced: a modern Service Desk, based on Artificial Intelligence<\/h3>\n<p>Pat's solution, <strong>HelpdeskAdvanced<\/strong>, is a Service Desk application whose<strong> core application is based on process automation.<\/strong><\/p>\n<p>Like any evolved system, HelpdeskAdvanced is characterized by being <strong>multi-channel<\/strong>,<strong> facilitating self-service<\/strong> for users and integrating artificial<strong> intelligence technologies<\/strong>, through its <strong>chatbot<\/strong>.<\/p>\n<p>Main features:<\/p>\n<ul>\n<li><strong>\u2022 Process automation<\/strong>: the processes govern the Service Desk, facilitating the work of Support, of Users, of the whole business organization.<\/li>\n<li><strong>\u2022 Intelligence Interaction<\/strong>: the Bot, thanks to Artificial Intelligence and machine learning technology, is always available, understands requests, categorizes them and provides assistance, in real time.<\/li>\n<li><strong>\u2022 Self-Service User Experience<\/strong>: offers its users the opportunity to independently search, consult and solve their requests and problems, improving their experience.<\/li>\n<li><strong>\u2022 Real-time dashboards and reporting<\/strong>: quickly create and share dashboards and reports, on the most important KPIs of Service Desk, on your performance, and on service dynamics.<\/li>\n<li><strong>\u2022 Omni-channel<\/strong>: anywhere and anytime, via mobile, portal, chatbot, email, the Service Desk is at the service of new business dynamism.<\/li>\n<\/ul>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>KPIs for Service Desk are key strategic indicators, for understanding and measuring the release performance of your services. The Service Desk is the first entity through which the user communicates with the company, for its requests or problems; therefore, it is a precise indicator of the efficiency and effectiveness of IT work, towards company organization. [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":18048,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[130],"tags":[521,461,442],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The new KPIs for a Service Desk based on Artificial Intelligence<\/title>\n<meta name=\"description\" content=\"KPIs for Service Desk are key strategic indicators, for understanding and measuring the release performance of your services.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2021\/the-new-kpis-for-a-service-desk-based-on-artificial-intelligence\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"KPIs for a 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