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Cover image with various 3D shapes illustrates data and AI use cases in the IT business area

IT Help Desk Support

Use Case Family

GenAI, NLP

Business Domain

IT

Processes

IT Support

Challenge

IT help desks receive a high volume of repetitive requests, such as password resets or software installations, which consume valuable time and resources. Slow response times can lead to frustration among employees and reduced productivity. Manual support processes are inefficient and costly.

Solution

AI-powered chatbots and virtual agents handle common IT requests autonomously and provide immediate support to end users. These AI systems can resolve routine issues, escalate complex cases and integrate with IT ticketing systems for seamless support. The use of a large language model provides an intuitive natural language processing experience.

Benefits

  • AI-driven IT support reduces the workload on IT teams, allowing them to focus on complex issues.
  • End users benefit from faster resolutions and 24/7 support availability.
  • Cost savings are achieved through automation, and service quality is improved with consistent and accurate responses.

Target Group

IT Support Teams Customer Support End Users (Employees & Customers)

Potential Industries

Retail Financial Services Public Sector

Risk Classification (EU AI Act)

Low Risk
Low Risk systems Potentially high risk in areas of critical infrastructure (Art. 6; Annex III)
with transparency obligations

Disclaimer

The information provided regarding the risk assessment is without guarantee. The complete classification of a use case according to the EU AI Act depends on numerous regulatory and company-specific factors. Therefore, the risk assessment is always case-specific. The risk assessment logic of Casebase is used for this purpose.