IMPROVING IT HELPDESK EFFICIENCY THROUGH AI-BASED AUTOMATION AND CHATBOTS

This paper will discuss the importance of chatbots that are powered by the use of artificial intelligence (AI) to
improve the performance of IT helpdesk services and the overall effect on customer support practises. Chatbots have
become an effective means of streamlining the communication process, enhancing problem-solving abilities, and
saving costs through the growing automation of organisations through the AI approach. Through investigation on
automation of customer service, the research paper explores the possibility of AI chatbots enhancing the quality of
the provided services, the level of customer engagement, and efficiency in service provision. This article presents
the results of the systematic literature review and empirical study by defining the motivating factors of chatbots
adoption, such as user motivation, organisational preparedness, and the implementation of AI in current systems.
The results indicate the revolutionary opportunities of AI chatbots in IT helpdesk services, which could provide a
way to improved service provision and reduce the expenses. Besides, the research highlights organisational elements
of leadership, the adoption of technology, and employee training as key to the optimal exploitation of AI
automation. The study provides insights into the optimization of customer service activities of the company and
proves the relevance of AI in the context of current IT helpdesk efficiency