If feels like everywhere you look these days, the buzzword of artificial intelligence (AI) can't be escaped. Most of us have experienced the magic of AI, from a chatbot helping you do some research to an auto-generated playlist that just gets you. But here’s the thing, AI is so much more than a shiny toy for consumers or web-searching conversational bots. It’s reshaping how businesses operate, especially in the support world. That's why we’re beyond excited to announce LogMeIn Rescue's new AI package which will help businesses take their support game to a whole new level. Let’s dive into what this exciting AI package is all about and why it’s going to revolutionize the world of remote support.
Before we tackle Rescue specifically, let's talk more broadly about the role of AI in support. AI gets thrown around a lot these days, often paired with vague promises about "disruption" or "transformation." But what does it do for IT teams and customer support professionals on the ground? In a nutshell, we believe AI needs to be practical. AI that is about making humans faster, smarter, and more efficient. And no, I'm talking about a sci-fi robot here; I'm talking tools that work behind the scenes to analyze data, generate insights, automate repetitive tasks, and even troubleshoot issues in real time. Whether you’re staring at a blue screen or juggling multiple requests during peak hours, practical AI is like having an extra set of hands to cut through complexity. For IT and customer support teams, this means cutting down on average handle time (AHT), maximizing first call resolution (FCR), and ramping up efficiency, overall.
Now, let's talk about Rescue's latest addition, a powerful, problem-solving AI package tailor-made for IT pros and customer support agents. Whether you’re working in a sprawling enterprise IT department or handling frustrated customers in real time, these tools will help iron out inefficiencies and empower your team like never before. Let's unpack what is included in Rescue's initial AI rollout and even greater developments on the horizon.
AI Session Summary
The last thing support agents want to do at the end of a lengthy support call is write up session notes - which, when done well, can either take up precious support availability or, if done quickly, result in incomplete and inconsistent notes. AI Session Summary is here to solve that. This feature automates tasks by pulling together chat logs, device info, and the actions taken during the session into a neat summary. With these automated summaries, agents can say goodbye to tedious post-session write-ups and reclaim hours of their time each week while ensuring accurate records are easily accessible for future reference.
AI Device Analysis
Need to figure out why a user’s laptop is lagging but don’t know where to start? AI Device Analysis scans device details, flags anomalies (like high CPU usage or software crashes), and helps you hone in on the problem. This feature is particularly valuable for quickly ruling out common issues, helping both beginner and seasoned technicians focus on the most likely root causes without getting bogged down in troubleshooting basics.
AI Screen Analysis
With AI Screen Analysis, struggling to decipher on-screen errors can be a thing of the past. Technicians can capture screenshots of error messages and let the AI interpret what’s on the screen. Whether it’s dealing with cryptic error codes, foreign languages, or dense information, this feature translates and provides actionable insights instantly. This not only reduces the need for manual research, but also keeps technicians focused on the task at hand without switching between tools or web searches.
AI In-Session Recommendations + Advanced ServiceNow Integration (coming soon)
It'll feel like magic but won't be. Coming soon, the new AI in-session recommendations will offer real-time, contextual suggestions for resolving an end user’s issue. Technicians can actively seek advice from the AI, or the system can proactively propose solutions based on device and screen analysis. And for organizations using ServiceNow, you'll get an even more personalized AI experience. This integration connects Rescue's AI with your ServiceNow ticket and knowledge base so recommendations can be based on incident information and knowledge articles. And this connection ensures that session summaries, incident details, and related insights are automatically synced, helping centralize your knowledge repository. This feature will change trial-and-error troubleshooting into a guided process, dramatically cutting down on resolution times and ensuring that technicians can leverage both external knowledge and internal company insights.
AI Scripting and Automated Remediation (coming soon)
Finally, AI Scripting and Automated Remediation brings automation to recommended solutions. The AI can identify existing scripts from the Rescue script repository to execute a resolution or generate new scripts based on session context. Instead of relying on the technician to search for a script or manual complete steps, this feature takes care of it, streamlining resolutions and shaving valuable session time.
By deploying these features together, Rescue's AI package can tackle the major challenges support teams from L1 to VIP face today. Need an example? Here’s how it might look in action:
- You start a session for a user complaining about slow performance.
- AI Device Analysis pinpoints a memory overload.
- A cryptic error messages is reported, which you decode using AI Screen Analysis.
- Next best steps are recommended with In-Session Recommendations
- The AI finds a script to automate some of the recommended steps.
- Wrap it all up with an automatically drafted Session Summary.
Each step effortlessly blends into the next, saving time, cutting stress, and delivering excellent customer service.
Rescue's AI package isn’t just another tool in your tech stack or a collection of empty promises—it’s a game-changer built for the real problems teams are facing today. At the heart of it, this package is about one thing: empowering your teams from inexperienced level 1 reps to experts at level 3 to offer faster, higher-quality solutions—because efficiency and excellence shouldn’t be mutually exclusive.
Interested in Rescue’s new AI package?