Becoming productive with AI
AI may help your agents and end-users do more in less time in the following scenarios.
Attended remote support
- The agent picks up a ticket from an end-user, reporting a browser issue
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The agent does not have to create a ticket in the Console as the end-user has already created it and provided the details of the issue. This provides an opportunity to go ahead and check the health of the end-user's device.
The end-user saves time by not having to talk the issue through with an agent as the agent can do diagnostics on his own time.
- The agent starts remote support session to resolve the issue
- During a remote session, the agent can use GoPilot's screen analysing capability to get a better understanding of what issue the end-user may have. The end-user, on the other hand, does not have to over-explain what they see on the screen.
- The agent notices an error message in Spanish (OS setting) and asks GoPilot to translate that
- Multi-language support in GoPilot allows agents to translate labels and messages that are written in another language, even without opening another browser tab to search for an online translation.
- GoPilot informs that the end-user has an outdated browser installed
- Instead of looking up an error message online, the agent can ask GoPilot to diagnose a device and collect and summarize all issues, even during a remote support session.
- The agent wraps up the session, reviews or modifies notes taken during the session
- Agents may find it time-consuming and too manual to write notes about a remote support session when the session ends. GoPilot can summarize what happened during the session and write concise notes at the end.
- The agent copies notes and the solution into the ticket and marks it as closed
- The summary and notes can be attached to the ticket and marked as solved directly from the end-of-session screen. Optionally, a knowledge base article can be created or updated based on the summary.
Unattended remote support
- The agent picks up a ticket from an end-user, reporting that a computer is slow
- An agent can diagnose and troubleshoot a remote computer even if the end-user is not present at the device. GoPilot can summarize the device health and suggest potential solutions.
- The agent uses AI ticket summary to understand what the ticket is about
- When a Helpdesk ticket has several comments or a lengthy description, an agent may find it difficult to understand the core of the problem. To see what other agents have done to find a solution, the AI can summarize the content of the ticket, including its title, description, and comments. This allows an agent to get an instant overview of the end-user's issue.
- The agent performs a quick device check in GoPilot
- Users can run diagnostics on online remote devices to get the overall device health status and to get troubleshooting tips.
- The agent installs available updates for the machine through GoPilot
- After running a diagnostic scan on a device, agents can use Patch Management to install missing Windows and third-party application updates.
- The agent runs an antirivus scan and updates antivirus definitions through GoPilot
- GoPilot can list those devices that require an update to their antivirus database definitions.
- The agent performs a disk cleanup and reboot using AI script generation in Remote Execution
- Agents may want to make sure that remote devices have sufficient disk space and are also rebooted to finish installing the latest Windows updates. In this case, an agent can create an AI-assisted Remote Execution job that lets the AI write a script that does just what the agent needs.
Article last updated: 10 May, 2024
