As technology continues to evolve, IT service desks face increasing pressure to deliver fast, accurate support. Service desk agents encounter constant challenges, from managing high turnover rates to handling a growing volume of complex tickets. According to a recent study, over 90% of organizational data is unsearchable, making it difficult for agents to find relevant information quickly. CrushBank addresses these challenges by revolutionizing how service desks operate.
CrushBank leverages its AI-powered platform to transform service desks into hyper-efficient operations. By integrating a private, secure data lake with AI-driven capabilities, the platform enables service desk teams to access relevant, up-to-date information instantly, without sifting through multiple systems or databases. Built with IBM watsonx, CrushBank includes tools like CrushBank Neuro, a conversational search feature that allows agents to ask questions directly of their data and receive precise, actionable answers in real-time. This ensures service desk agents have the right information when they need it most.
One of the most significant benefits of CrushBank is its ability to reduce ticket escalations. With advanced search functionality powered by CrushBank Neuro, agents can find solutions quickly, preventing tickets from getting stuck in backlogs. This improvement not only enhances productivity but also boosts technician satisfaction, reducing turnover rates. Service desk agents can resolve issues faster, increasing the number of tickets closed per technician by as much as 20%. This translates to fewer escalations, quicker resolutions, and more satisfied customers.
Another critical feature of CrushBank is its automated ticket classification and summarization capabilities. For each new ticket, CrushBank automatically categorizes the issue and generates a summary of the resolution once the issue is resolved. These features streamline ticket review, provide a rich source of data for reporting and process improvements, and create actionable insights for better decision-making. New employees can hit the ground running as the system quickly trains them to categorize tickets and access relevant data without requiring extensive ramp-up time.
Additionally, CrushBank supports seamless integration with existing systems like CRM, ERP, HRIS, and ITSM, consolidating all information into one central, easily searchable location. This ensures consistency, governance, and easy access to data, allowing service desks to operate at their peak efficiency.
Clients agree that CrushBank is a game-changer for IT service desks. By simplifying access to critical information, reducing escalations, and enhancing technician productivity, CrushBank streamlines operations and ensures service desks are ready to meet the demands of today’s digital workforce. With CrushBank Neuro’s conversational search, IT teams can take their efficiency to the next level, empowering agents to resolve issues faster and with greater confidence.