IT help desk automation: Parlance conversational AI solutions provide immediate ROI at the help desk. We specialize in automating routine tasks like password resets, FAQs (frequently asked questions), and ticket management. Parlance delivers NLU / AI-powered virtual attendants in the voice channel, deflecting work from live agents

Deployment Feature List for IT Help Desk:

1. Navigation with Integration to agent desktop:

• Answers all calls to the IT Help Desk, querying callers for their intent.
• Provides automated self-service for available tasks.
• Routes calls to the appropriate resource or agent based on caller intent, with data pushed to the agent desktop.

2. Integration for Ticketing (such as ServiceNow):

• Opens interaction and incident tickets in CRM systems after validating caller identity, after validating caller identity.
• Automates ticketing for various requests, including automated password reset, device enrollments, and print issues.

3. Identity Validation and Incident management:

• Validates caller identity using two data points: a personal identifier and the caller’s phone number (with ANI match or mobile number query for validation).
• Handles failure to validate by opening an interaction ticket and transferring the call to an agent.
• Directly writes outcomes of validated calls to incident or interaction tickets.

4. Password Reset/Enable Account:

• Processes password resets and account enablement, directly interfacing with underlying systems.

5. Multi-Factor Device Enrollment:

• Assists callers in enrolling devices in multi-factor security, verifying identity, and providing online or SMS-based enrollment links.
• Records the outcome in CRM incident tickets.

6. Call Management for Printing Issues:

• Handles calls related to print issues by verifying identity, opening CRM tickets, and querying for device serial numbers.
• Informs callers about ticket status and forwards tickets to the appropriate support team.

7. FAQ Automation:

• Automatically answers predetermined frequently asked questions.
• Offers to send text messages with links to relevant information where appropriate.

Assumptions for the Parlance conversational AI help desk:

• Utilizes existing health system infrastructure and integrations with the IP call system for call routing.
• Requires customer facilitation for access to subject matter experts for API integrations.

Integrations:

• Integrations are specific to the health system environment.

Required Resources:

• Detailed project management, help desk / IT support operations SMEs, and integration specialists from both the health system and Parlance.

Pricing:

• Implementation and build costs depend on integrations, professional services and annual service & support. Costs depend on the specific engagement.

Engagement Framework:

• Includes phases from understanding and design, proposal, build, accept, and deploy, to optimize — with emphasis on collaborative development and continuous optimization.

Timeline:

• Outlines for timeline depends on specific health system requirements.
• Details on project management, control mechanisms, status meetings, and documentation for effective delivery and performance management.

About Parlance

Parlance optimizes operations and delivers immediate ROI for hundreds of health systems across the United States by specifically employing conversational AI to create calling experiences tailored to the healthcare voice channel, providing truly frictionless interactions. The Parlance intelligent virtual assistant (IVA) verifies callers, handles appointment management tasks, answers FAQs, and much more. By autonomously handling routine inquiries the Parlance IVA alleviates burden on live agents, eliminating bloated call queues and preventing staff burnout. 

Parlance delivers an IT service desk that will reduce help desk call volume and support a health system’s internal IT team. Our AI solution for help desk ticket automation is a virtual assistant for IT support. 

Why Parlance?

Parlance HIPAA-compliant AI voice assistants for healthcare are deployed and maintained by customer solutions experts averaging 10+ years tenure. Our team is unmatched in experience. We have completed thousands of implementations for health systems across the country, with revenues ranging from over $750B to under $1B. Many vendors offer an AI solution to optimize switchboard call routing and call center operations. Many of those solutions have great capabilities. But you must get your data right to enable AI to function correctly and efficiently. Without clean data there is no connection to trusted intelligence, therefore the solution will never work as it should. Partnering with a team who has the know-how to guide you through each step of the process, from preparation to deployment, ensures that you will reap the benefits of AI, streamline your workforce, generate ROI, and keep the patient’s needs at the heart of every interaction. AI technology should be implemented thoughtfully to support and improve care delivery, considering patient satisfaction and outcomes, without creating new barriers to care. A partnership with Parlance is the answer.