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Искусственный интеллект для техподдержки

Ожидания от искусственного интеллекта сейчас поистине велики. И часто перегреты. Но давайте разберем один практический пример того, всемогущ ли он? Или это не панацея?

Сейчас большинство компаний ищут пути того, как же снизить затраты? В том числе и на ИТ. Одно из направлений - оптимизация ИТ-подразделений, которые занимаются технической поддержкой. Да при этом и повысить качество этой технической поддержки. В общем одна из идей, которая крутиться в головах руководителей - внедрить искусственный интеллект на нулевую линию техподдержки, чтобы все входящие запросы верно классифицировались и направлялись автоматически нужному специалисту. В общем чтобы не было необходимости в нулевой линии.

Но насколько эта идея реализуема?

Если кратко – ИИ можно применить в качестве чат-бота для того, чтобы правильно классифицировать запрос или решить типовую проблему пользователя. То есть для снижения количества заявок в техподдержку (на практике на 30-50%) или корректную «обвязку» запроса не галочками в личном кабинете, а в формате наводящих вопросов пользователю.

Давайте теперь разберем ситуацию подробнее.

Возьмем типовую корпорацию, с развитой ИТ-инфраструктурой и своей ИТ-техподдержкой. 95% запросов в эту техподдержку будет идти через электронную почту. Да-да, порталами самообслуживания и личными кабинетами пользоваться будет не больше 5-10% пользователей. Ведь одно дело просто написать на электронную почту, а другое переходить на портал, авторизовываться, выбирать тип вопроса, написать, проставить галочки... В общем человек существо ленивое и пользуется наиболее удобным инструментом, избегая лишних телодвижений.

При этом и 80% пользователей пишет сообщения так, будто за каждый символ они платят из зарплаты или только-только научилась говорить. Типовой запрос выглядит так: "Не работает 1С". Обучить всех писать запрос по методологии 5W1H - утопия, такая же как заставить людей пользоваться порталом самообслуживания.

Но давайте представим себе, что люди научились писать запросы и все выполняется, закрывается в срок. То есть наши специалисты техподдержки просто образцовые сотрудники. Так вот чтобы делать сортировку задач по письму из электронной почты нужно будет много, методично и дорого поработать. Примерно 2-3 года и затраты больше 20 миллионов: нужно вычистить, нормализовать и разметить базу данных в ITIL, показать примеры распределения и назначения задач на 2-10 тысячах запросов, и может тогда нейросеть сможет нормально понимать запрос по 1 письму. Но я в такой сценарий верю мало.

Также огромное ограничение в том, что в каждой компании свой зоопарк ИТ-систем, своя организационная структура и распределение полномочий. Кроме того, в большинстве компаний и нет четко распределенной зоны ответственности. А если и есть, то это превращается в бюрократию, когда вопрос решается частично, а не комплексно (для решения 1 пользовательского сценария, например выдача нового ПК, надо писать 5-10 заявок).

И в итоге коробочных решений для сортировки входящих задач по письму нет и не будет.

А в результате обучения ИИ скорее всего начнет понимать от какого пользователя какая проблема может приходить и в целом может оказаться, что 90% запросов типовые, которые даже до техподдержки не должны доходить. Но для этого разрабатывать и внедрять ИИ для распознавания не нужно, а нужно позаниматься анализом, оптимизировать скрипты, типовые проблемы и оптимизировать штатную структуру. И вот тут хорошо поможет чат-бот с ИИ и базой знаний о том, какие ИТ-решения есть в компании и с пользовательскими инструкциями на борту. ИИ-бот, который или решает типовую проблему, или нормально описывает и обвязывает задачу для техподдержки.

Мне очень понравился кейс от КРОКа 2020 года, описание тут.

Ключевое что нужно решить – как выстроить взаимодействие с пользователем, через какой канал? Это сложный вопрос с точки зрения информационной безопасности. Типовые департаменты корпоративной защиты сейчас закрываются железным занавесом - все внутри, ничего извне. Хотя работает это плохо, но никаких мобильных приложений не разрешат, тем более ботов в телеграмме, доступ по ссылке тоже, нужно будет заходить из корпоративной сети (что тоже квест). Еще один вопрос - а как система будет определять кто именно с ней общается? Перевод всей инфраструктуры в доменные учетные записи не будет быстрым. Это болезненный путь. В общем решение этого квеста хорошая зарядка для ума.

Вторая критическая задача – подготовка базы знаний по ИТ. Нужно описать все ИТ-системы, собрать все типовые проблемы, подготовить инструкции пользователей и обучить на них чат-бота, а также сопровождать чат-бот в первый год.

Резюме

В общем и целом, ИИ может стать классным инструментом, который и снизит нагрузку на техподдержку, и повысит качество сервиса. Но это точно не волшебная пилюля. Все равно надо выстраивать процессы и наводить порядок, ИИ за менеджеров этого не сделает. То есть снова приходим к системному подходу: выстраиванию клиентского пути и типовых сценариев, описание организационной структуры с распределением зон ответственности, отладке процессов и коммуникации и т.д.

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    God bless Capital Crypto Recover Services for the marvelous work you did in my life, I have learned the hard way that even the most sensible investors can fall victim to scams. When my USD was stolen, for anyone who has fallen victim to one of the bitcoin binary investment scams that are currently ongoing, I felt betrayal and upset. But then I was reading a post on site when I saw a testimony of Wendy Taylor online who recommended that Capital Crypto Recovery has helped her recover scammed funds within 24 hours. after reaching out to this cyber security firm that was able to help me recover my stolen digital assets and bitcoin. I’m genuinely blown away by their amazing service and professionalism. I never imagined I’d be able to get my money back until I complained to Capital Crypto Recovery Services about my difficulties and gave all of the necessary paperwork. I was astounded that it took them 12 hours to reclaim my stolen money back. Without a doubt, my USDT assets were successfully recovered from the scam platform, Thank you so much Sir, I strongly recommend Capital Crypto Recover for any of your bitcoin recovery, digital funds recovery, hacking, and cybersecurity concerns. You reach them Call/Text Number +1 (336)390-6684 His Email: [email protected] Contact Telegram: @Capitalcryptorecover Via Contact: [email protected] His website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 14.10.25 01:15 tyleradams

    Hi. Please be wise, do not make the same mistake I had made in the past, I was a victim of bitcoin scam, I saw a glamorous review showering praises and marketing an investment firm, I reached out to them on what their contracts are, and I invested $28,000, which I was promised to get my first 15% profit in weeks, when it’s time to get my profits, I got to know the company was bogus, they kept asking me to invest more and I ran out of patience then requested to have my money back, they refused to answer nor refund my funds, not until a friend of mine introduced me to the NVIDIA TECH HACKERS, so I reached out and after tabling my complaints, they were swift to action and within 36 hours I got back my funds with the due profit. I couldn’t contain the joy in me. I urge you guys to reach out to NVIDIA TECH HACKERS on their email: [email protected]

  • 14.10.25 08:46 robertalfred175

    CRYPTO SCAM RECOVERY SUCCESSFUL – A TESTIMONIAL OF LOST PASSWORD TO YOUR DIGITAL WALLET BACK. My name is Robert Alfred, Am from Australia. I’m sharing my experience in the hope that it helps others who have been victims of crypto scams. A few months ago, I fell victim to a fraudulent crypto investment scheme linked to a broker company. I had invested heavily during a time when Bitcoin prices were rising, thinking it was a good opportunity. Unfortunately, I was scammed out of $120,000 AUD and the broker denied me access to my digital wallet and assets. It was a devastating experience that caused many sleepless nights. Crypto scams are increasingly common and often involve fake trading platforms, phishing attacks, and misleading investment opportunities. In my desperation, a friend from the crypto community recommended Capital Crypto Recovery Service, known for helping victims recover lost or stolen funds. After doing some research and reading multiple positive reviews, I reached out to Capital Crypto Recovery. I provided all the necessary information—wallet addresses, transaction history, and communication logs. Their expert team responded immediately and began investigating. Using advanced blockchain tracking techniques, they were able to trace the stolen Dogecoin, identify the scammer’s wallet, and coordinate with relevant authorities to freeze the funds before they could be moved. Incredibly, within 24 hours, Capital Crypto Recovery successfully recovered the majority of my stolen crypto assets. I was beyond relieved and truly grateful. Their professionalism, transparency, and constant communication throughout the process gave me hope during a very difficult time. If you’ve been a victim of a crypto scam, I highly recommend them with full confidence contacting: 📧 Email: [email protected] 📱 Telegram: @Capitalcryptorecover Contact: [email protected] 📞 Call/Text: +1 (336) 390-6684 🌐 Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 14.10.25 08:46 robertalfred175

    CRYPTO SCAM RECOVERY SUCCESSFUL – A TESTIMONIAL OF LOST PASSWORD TO YOUR DIGITAL WALLET BACK. My name is Robert Alfred, Am from Australia. I’m sharing my experience in the hope that it helps others who have been victims of crypto scams. A few months ago, I fell victim to a fraudulent crypto investment scheme linked to a broker company. I had invested heavily during a time when Bitcoin prices were rising, thinking it was a good opportunity. Unfortunately, I was scammed out of $120,000 AUD and the broker denied me access to my digital wallet and assets. It was a devastating experience that caused many sleepless nights. Crypto scams are increasingly common and often involve fake trading platforms, phishing attacks, and misleading investment opportunities. In my desperation, a friend from the crypto community recommended Capital Crypto Recovery Service, known for helping victims recover lost or stolen funds. After doing some research and reading multiple positive reviews, I reached out to Capital Crypto Recovery. I provided all the necessary information—wallet addresses, transaction history, and communication logs. Their expert team responded immediately and began investigating. Using advanced blockchain tracking techniques, they were able to trace the stolen Dogecoin, identify the scammer’s wallet, and coordinate with relevant authorities to freeze the funds before they could be moved. Incredibly, within 24 hours, Capital Crypto Recovery successfully recovered the majority of my stolen crypto assets. I was beyond relieved and truly grateful. Their professionalism, transparency, and constant communication throughout the process gave me hope during a very difficult time. If you’ve been a victim of a crypto scam, I highly recommend them with full confidence contacting: 📧 Email: [email protected] 📱 Telegram: @Capitalcryptorecover Contact: [email protected] 📞 Call/Text: +1 (336) 390-6684 🌐 Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 14.10.25 08:46 robertalfred175

    CRYPTO SCAM RECOVERY SUCCESSFUL – A TESTIMONIAL OF LOST PASSWORD TO YOUR DIGITAL WALLET BACK. My name is Robert Alfred, Am from Australia. I’m sharing my experience in the hope that it helps others who have been victims of crypto scams. A few months ago, I fell victim to a fraudulent crypto investment scheme linked to a broker company. I had invested heavily during a time when Bitcoin prices were rising, thinking it was a good opportunity. Unfortunately, I was scammed out of $120,000 AUD and the broker denied me access to my digital wallet and assets. It was a devastating experience that caused many sleepless nights. Crypto scams are increasingly common and often involve fake trading platforms, phishing attacks, and misleading investment opportunities. In my desperation, a friend from the crypto community recommended Capital Crypto Recovery Service, known for helping victims recover lost or stolen funds. After doing some research and reading multiple positive reviews, I reached out to Capital Crypto Recovery. I provided all the necessary information—wallet addresses, transaction history, and communication logs. Their expert team responded immediately and began investigating. Using advanced blockchain tracking techniques, they were able to trace the stolen Dogecoin, identify the scammer’s wallet, and coordinate with relevant authorities to freeze the funds before they could be moved. Incredibly, within 24 hours, Capital Crypto Recovery successfully recovered the majority of my stolen crypto assets. I was beyond relieved and truly grateful. Their professionalism, transparency, and constant communication throughout the process gave me hope during a very difficult time. If you’ve been a victim of a crypto scam, I highly recommend them with full confidence contacting: 📧 Email: [email protected] 📱 Telegram: @Capitalcryptorecover Contact: [email protected] 📞 Call/Text: +1 (336) 390-6684 🌐 Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 15.10.25 18:07 crypto

    Cryptocurrency's digital realm presents many opportunities, but it also conceals complex frauds. It is quite painful to lose your cryptocurrency to scam. You can feel harassed and lost as a result. If you have been the victim of a cryptocurrency scam, this guide explains what to do ASAP. Following these procedures will help you avoid further issues or get your money back. Communication with Marie ([email protected] and WhatsApp: +1 7127594675) can make all the difference.

  • 15.10.25 21:52 harristhomas7376

    "In the crypto world, this is great news I want to share. Last year, I fell victim to a scam disguised as a safe investment option. I have invested in crypto trading platforms for about 10yrs thinking I was ensuring myself a retirement income, only to find that all my assets were either frozen, I believed my assets were secure — until I discovered that my BTC funds had been frozen and withdrawals were impossible. It was a devastating moment when I realized I had been scammed, and I thought my Bitcoin was gone forever, Everything changed when a close friend recommended the Capital Crypto Recover Service. Their professionalism, expertise, and dedication enabled me to recover my lost Bitcoin funds back — more than €560.000 DEM to my BTC wallet. What once felt impossible became a reality thanks to their support. If you have lost Bitcoin through scams, hacking, failed withdrawals, or similar challenges, don’t lose hope. I strongly recommend Capital Crypto Recover Service to anyone seeking a reliable and effective solution for recovering any wallet assets. They have a proven track record of successful reputation in recovering lost password assets for their clients and can help you navigate the process of recovering your funds. Don’t let scammers get away with your hard-earned money – contact Email: [email protected] Phone CALL/Text Number: +1 (336) 390-6684 Contact: [email protected] Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

  • 15.10.25 21:52 harristhomas7376

    "In the crypto world, this is great news I want to share. Last year, I fell victim to a scam disguised as a safe investment option. I have invested in crypto trading platforms for about 10yrs thinking I was ensuring myself a retirement income, only to find that all my assets were either frozen, I believed my assets were secure — until I discovered that my BTC funds had been frozen and withdrawals were impossible. It was a devastating moment when I realized I had been scammed, and I thought my Bitcoin was gone forever, Everything changed when a close friend recommended the Capital Crypto Recover Service. Their professionalism, expertise, and dedication enabled me to recover my lost Bitcoin funds back — more than €560.000 DEM to my BTC wallet. What once felt impossible became a reality thanks to their support. If you have lost Bitcoin through scams, hacking, failed withdrawals, or similar challenges, don’t lose hope. I strongly recommend Capital Crypto Recover Service to anyone seeking a reliable and effective solution for recovering any wallet assets. They have a proven track record of successful reputation in recovering lost password assets for their clients and can help you navigate the process of recovering your funds. Don’t let scammers get away with your hard-earned money – contact Email: [email protected] Phone CALL/Text Number: +1 (336) 390-6684 Contact: [email protected] Website: https://recovercapital.wixsite.com/capital-crypto-rec-1

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