As organizations finalize their IT budgets and consider the potential impact of an economic slowdown, artificial intelligence (AI)-related initiatives are increasingly becoming a priority. By addressing the appropriate challenges, AI solutions can enhance operational efficiency, decision-making, and business outcomes through automation and valuable business intelligence. These solutions often deliver quick returns on investment.
Despite economic uncertainty, Gartner analysts predict a 5.1% increase in worldwide IT spending in 2023 as organizations continue to invest in digital transformations to maximize value and efficiency. Simultaneously, AI project investments are expected to outpace overall IT spending growth. IDC analysts forecast a CAGR of 26.5% between 2022 and 2026 for global spending on AI-related software, hardware, and services.
SAP help desks, in particular, are prime candidates for AI integration. The current economic climate is placing substantial pressure on these crucial support centers, making digital improvements more appealing than ever.
High inflation will likely impact salaries across IT departments, including SAP help desk staff. IT hiring is at an all-time high, with tech worker unemployment at a mere 2%. However, the demand for technical support remains strong, even during business downturns. The shift toward remote and hybrid work environments places additional pressure on SAP help desks, driving businesses to explore cost-cutting measures.
Retaining help desk personnel can be challenging, as frustration and burnout lead to high turnover rates—HDI estimates an annual 40% rate for help desk staff. Replacing these workers is costly and negatively impacts the quality of service and support.
AI is revolutionizing IT and enterprise service management by enabling higher levels of self-service, workflow efficiencies, knowledge access, and insights into underlying issues. This allows SAP help desks to scale more cost-efficiently while increasing user productivity.
The objective for both customer and enterprise support organizations should be to "shift left" towards greater self-service and digital automation. This can improve efficiency, service excellence, and satisfaction, as seen in support KPIs like cost per contact, first contact resolution rates, mean time to resolution, and user satisfaction.
Virtual agents using conversational AI have made significant strides in understanding and interacting with users to resolve frequent IT issues automatically and direct more complex requests to the appropriate support personnel. This allows SAP help desk staff to focus on strategic issues rather than repetitive tasks like password resets and connectivity troubleshooting.
AI-powered knowledge management advancements help counter the loss of information and expertise often accompanying staff departures. This makes information more easily accessible for users and support personnel. Instead of relying on guesswork or informal assessments of support trends and common IT issues, AI support systems provide data-driven insights that facilitate continuous service and support improvements.
Organizations should evaluate their SAP help desk performance and costs against industry benchmarks to identify areas for improvement. HDI annual benchmarks can serve as a valuable reference. Enhanced automation and self-service can lead to significant value and cost savings.
The SAP help desk is essential to the functioning of modern digital enterprises, but it can also be a source of cost and frustration. As organizations seek to leverage technology to improve efficiency, agility, and business outcomes, AI investment will likely be a primary focus.
When planning IT budgets, companies should explore opportunities to enhance SAP help desk performance and efficiency through AI applications. Considering that the average help desk ticket cost is $210 and the average time-to-resolution is a whopping 22 hours, AI support assistants like ERPlingo.com seem like an obvious choice to cut help desk costs and reduce resolution times.
When integrating AI solutions into your SAP help desk strategy, it is crucial to consider the following elements:
In conclusion, incorporating AI solutions into your SAP help desk can significantly boost productivity, efficiency, and customer satisfaction. By carefully evaluating your organization's needs and implementing a well-planned strategy, you can maximize the benefits of AI technology and stay ahead of the curve in an increasingly competitive business landscape. As you develop your IT budget, prioritize AI investments to drive tangible improvements in your SAP help desk operations.
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