Logo Reinfer
IT Service Automation

IT Service Desk Automation

Achieve continuous improvement and enhance the employee experience by automating low-value IT service requests

Eliminate low-value manual work, improving service efficiency while boosting the value and efficiency of the IT Service Desk.

Woman answering a IT service desk call
“Support teams receive an average of 492 tickets a month, with a typical first response time of 24.2 hours.”
“Support teams receive an average of 492 tickets a month, with a typical first response time of 24.2 hours.”
Channels
Support tickets
Email
Support chat
Support calls
IT Service Tickets
CRM notes
Calls
Chat
Connected systems
RPA
CRM
Workflow
Mail and calendar server
RPA: Blue Prism, UiPath, Automation Anywhere or micro-service for automated actioning
Avg. implementation time
2 weeks
Avg. time to value/ROI
1-4 months

Problem

IT service desk teams are inundated with simple, repetitive tasks from channels like email, voice and case management. This includes everything from password resets to FAQs.

While simple, these transactional requests take up a high proportion of an IT service desk agent's day, slowing response times, increasing costs and driving agent churn.

IT service leaders lack the data they need to automate costly conversation-based workflows. Such tasks constrain agent productivity, hurt CSAT and make it harder to meet targets and SLAs.

Solution

Re:infer IT Service Automation understands and structures all inbound requests. It understands the meaning of every message and extracts the relevant data for automatic case creation, triage and routing.

Re:infer turns IT service desk conversations into structured data which can then be used for downstream processing by automation tools and ITSM platforms. This frees IT service desk agents to focus on more important, complex and rewarding requests.

For the first time, the end-to-end automation of the highest-volume service requests is possible.

Benefits

IT Service Automation augments your IT service desk operation, enabling you to:

Auto triage to increase operational efficiency and performance

Automate as much as 80% of inbound requests. Automatically process and auto triage large volumes of emails, tickets and requests, reducing response times from days to minutes. Significantly cut handling times for better SLA adherence and reduce the costs of running your IT service desk.

Augment the employee experience

Reduce handling times and accelerate request resolution. Improve service quality and the employee experience. Boost the efficiency of your IT service desk, improve CSAT and request outcomes.

Enhance agent productivity and happiness

Free IT service desk agents to focus on the most complex and valuable requests and activities. Reduce agent churn by prioritising more interesting and rewarding work.

Trusted by leading organisations to drive digital transformation

Hiscox saves £240k and auto-triages over 80% of emails with request automation

Specialist insurer Hiscox used Re:infer to automatically triage inbound broker requests.

  • 80-85% of emails now automatically triaged by Re:Infer
  • First time right rate increased from 3% to 96%
  • Request turnaround reduced from 5-7 days to 3.7 days
  • £240k saved in FTE cost avoidance

Learn more

Email to Case Explained

Re:infer uses natural language processing capabilities to understand the intent and content of inbound emails. This enables the platform to provide email-to-case capabilities, migrating business processes from email channels to workflow applications.

Re:infer helps automate case creation, processing events, status requests, and monitors for new processes being performed outside of workflow.

Learn more about email to case

Auto Triage Explained

Re:infer provides a fully automated triage capability that is Subject Matter Expert-driven. Inbound requests are automatically routed to the right team or person, removing the process from agent workflows.

The platform gives users fine-grained control over rules for classification, prioritisation, data extraction, and routing. Re:infer also allows for incremental deployment, meaning you can gradually scale auto triage until the required confidence levels are met.

Learn more about auto triage

“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever."

Turn business conversations into business value

Turn any conversation into actionable data

Drive operational efficiency and optimise the customer experience with Re:infer’s Conversational Data Intelligence Platform.

Extract crucial insights and automate manual service requests with Re:infer’s Conversational Data Intelligence Platform.