Traditional campus IT support is often overwhelmed by routine requests—password resets, software installs, account access issues—that consume agents’ time and delay resolution of complex problems. A self-service approach using knowledge bases (KB) and AI-powered chatbots is changing that: 4 out of 10 IT issues are now resolved without staff involvement.

The Challenge: Overloaded Support Teams

Common repetitive requests include:

• Password resets

• Account access issues

• Software troubleshooting

• Basic hardware queries

These tasks crowd support queues, extend wait times, frustrate users, and risk SLA breaches.

The Solution: Self-Service Tools

1. Knowledge Base (KB) Integration
   A centralized, user-friendly KB offers articles and FAQs—e.g., password reset guides, software installation steps, common error resolutions—empowering users to self-resolve.

2. AI Chatbots for Instant Assistance
   Chatbots handle FAQs, guide troubleshooting flows, and escalate only complex issues to human agents, delivering 24/7 support.

3. Ticket Deflection
   Integrating KB and chatbot into the service desk deflects routine inquiries before they become tickets, freeing staff for high-priority work.

4. Improved User Experience
   Self-service tools reduce frustration by providing immediate solutions and reduce repetitive interactions for support teams.

The Impact: Key Metrics

• 40% of issues resolved without staff intervention

• 30% reduction in ticket resolution time

• 25% drop in cost per ticket

• 18-point increase in CSAT

Key Takeaways

• Self-service resolves a significant share of routine IT requests, allowing agents to focus on complex issues.

• Well-structured KBs and AI chatbots complement each other to deliver fast, accurate answers.

• Faster resolutions and lowered workloads drive cost savings and boost satisfaction.

📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.