OTRS Desk Service Desk with
Gen AI and Automation
Revolutionizing Employee Support
OTRS offers ready-to-use solutions and customizable software for all of your service management needs. OTRS software solutions are the perfect choice for companies of any size. OTRS Desk Service Desk is a popular ITSM solution that helps teams deliver great service experiences. However, as businesses scale, service desks often struggle to keep up with the growing volume of employee requests and queries. This is where AutomationEdge comes in.
The Need for GenAI and Automation in Service Desks
- Service desks frequently struggle with repetitive inquiries, resulting in reduced productivity and employee satisfaction.
- Automation optimizes routine tasks, speeds up incident resolution, and minimizes manual efforts, boosting overall productivity and service desk responsiveness.
- A GenAI Chatbot enhances the user experience by delivering intelligent responses, promptly handling service requests, and offering 24/7 support through natural language interactions
AutomationEdge: GenAI-Powered Employee Support Automation
AutomationEdge combines Generative AI (GenAI), communication channels, automation and ready integrations to
revolutionize employee support for OTRS Service Desk.
How It Works
Multi-channel integrations across Microsoft Teams, Slack, web-based chat, WhatsApp, mobile app, SMS, and voice call for IT, HR and other functions
GenAI Chatbot enables human-like conversations understanding natural language intents.
Multilingual chat interfaces to support global employees
Seamless integration with your enterprise systems to fulfill requests from OTRS Service Desk
Built-in Reports and Dashboards to monitor and optimize performance.
AutomationEdge Platform Capabilities Used
AI Copilot Studio
- Build dialogs and provide conversational experiences for employees.
- Understands complex natural language.
- Drag and drop dialog building capability.
- Integration of Generative AI (LLMs)
Enterprise Knowledge Search
- GenAI-powered conversation understand employee intent from search query in natural language.
- Retrieve relevant results based on user preferences while keeping data secure and private.
Process Automation Studio
- No-code to pro-code process automation studio for building workflows.
- Utilize a drag-and-drop method or script plugins to consolidate existing codebases.
- Build automation workflows using out-of-the-box connectors, custom API integrations, or UI automation with RPA
Benefits of Automating OTRS Service Desk
By leveraging AutomationEdge’s GenAI and automation capabilities, OTRS Service Desk users can:
Streamline repetitive inquiries and workflows through automation, enhancing productivity.
Enhance employee satisfaction by accelerating request fulfillment and providing personalized experiences.
Alleviate the workload on service desk agents, enabling them to concentrate on higher-value activities.
GenAI in chatbots to comprehend complex natural language intents.
