How AI is helping our support desk work smarter
From finding information buried in old cases to keeping track of the team’s workload, here’s how an AI assistant is helping our support desk save time and work more efficiently.
As the Team Leader of the support desk at enable, my role involves much more than resolving customer cases. I also manage the team’s workload, monitor progress, produce monthly reports and help colleagues when they’re dealing with more challenging issues.
When the number of incoming cases increases, finding time to oversee everything can be difficult. That’s where our AI assistant has started making a real difference.
Connected directly to our CRM, the assistant can search through customer records, previous cases and other relevant information, helping the team find what they need without manually working through multiple records.
Here’s how we’re using it.
Finding answers faster and progressing cases sooner
When a new support case comes in, there’s often a lot of information to work through before an investigation can even begin.
The AI assistant now reviews the case description, checks the customer’s CRM records and looks for any relevant information that could help with the investigation.
This includes previous cases where the same or similar issue has occurred. Instead of manually searching through old records to see whether we’ve encountered something before, we can get that information much faster.
The assistant also creates a summary of the case, highlighting:
- The issue: A clear summary of what the customer has reported, particularly useful when a case has been raised through a lengthy email chain.
- The impact: An overview of how the issue is affecting the customer.
- Suggested next steps: Potential areas to investigate and actions to consider when progressing the case.
This gives the person picking up the case a much clearer starting point, helping them understand the problem and begin investigating sooner.
Getting the right information without manually searching
Another useful feature is being able to ask the AI assistant for information related to a particular case.
For example, if a customer reports an issue with some logic within their CRM, we can ask the assistant to find the relevant information and explain how that logic works.
Rather than spending time searching through documentation and previous records, we can quickly get an overview of what’s involved.
That makes it easier to understand where something might have gone wrong, identify potential causes and work towards a solution.
It’s particularly helpful when dealing with unfamiliar issues or when a team member needs a bit more background before starting an investigation.
Spending less time managing the team's workload
AI hasn’t just changed how we investigate cases. It’s also made managing the support desk much easier.
As Team Leader, I need to keep an eye on the cases assigned to everyone, their priorities, progress and how much time is being spent on them.
Previously, this meant going into individual cases one at a time, checking responses and reviewing the latest updates. It could take a considerable amount of time to get a complete picture of what was happening across the team.
Now, I can ask the AI assistant for an overview of the team’s current workload.
It can summarise how many cases each person has, their priorities, the responses being provided and the time spent working on them.
This means I can quickly identify which cases are progressing well and which might need closer attention.
Rather than spending most of my time checking individual records, I can focus on the cases that actually need my input and make sure the team has the support it needs.
A smarter way to support our customers
One thing worth making clear is that our AI assistant isn’t resolving customer cases for us. The investigation, decisions and solutions still come from our support team.
What it does is remove some of the time-consuming work around those tasks.
By bringing relevant information together, summarising lengthy case descriptions and giving us better visibility of the team’s workload, it helps us spend less time searching and more time supporting customers.
It’s already become a really useful tool for the support desk, helping us work more efficiently while keeping the knowledge and experience of our people at the centre of everything we do.
