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Should a helpdesk be available 24/7?

by | Oct 7, 2020

Yes! But if you’re reading this from the perspective of an SMB with limited resources, don’t let that intimidate you. Modern, AI-powered helpdesks offer incredible automation tools that help eliminate the need to staff your support center around the clock. State-of-the-art tools like guided conversations and machine learning empower users with the knowledge they need, whenever they need it. 

And unlike the simpler rule-based helpdesk bots of just a few years ago, their AI-equipped counterparts can understand the user’s intent—the actual meaning behind their questions. This allows each conversation to feel natural, and allows the user to quickly and accurately get the information they are looking for.