The Help Desk of the year 3000 (A Futurama-themed post)
Happy New Year! Except it’s not 2017. You’ve just fallen inside a cryo-sleep machine that was in the room where you delivered pizza. You wake-up about a thousand years later, on the eve of the year 3000.
That’s, of course, not what happened to you, as you’re not Phillip J. Fry and this isn’t Futurama, but let’s pretend you are for a just a moment, you wake up and see spaceships, talking heads in bowls, Aliens and sentient Robots. How do you react?
There’s only one difference between you and Fry though, your career implant doesn’t say you’re a delivery boy, but an IT help desk manager.
You (reluctantly) have that career chip inserted in your hand and start working in your new environment, the help desk of the year 3000. 2017 is long gone and the innovations of then are pretty much standard a millennium later. So what is in this (Futurama-themed) help desk of the future?
To the Mobile and beyond
The trends for 2017 are all about implementing multichannel help desks. Where tickets can be sent, managed and treated from a variety of
channels, whether that is on your personal computer, on your tablet and, as the trends are leaning towards the most; Mobile. This facilitates the resolution process and since you don’t need to constantly be at your office to solve a request, it speeds up the response time, the resolution time and by doing so, improves the customer satisfaction.
We can imagine that help desk manager Fry would be able to resolve issues not only while being in front of its desk, but also with his phone, VR screen and any other means of communication you could find in the year 3000.
The (Overclocked) Knowledge base
We can expect much from the knowledge base of the future. Nowadays, they contain past resolutions, wikis, instruction manuals and more, that can help you resolve incidents and service requests. Surely there will be more to that in the future. One such innovation is machine learning:
You can easily imagine Fry, with his robot colleague and friend, Bender, who’s equipped with a quasi-infinite amount information inside his knowledge base and enough processing power and coolant to solve, monitor and predict any type of incoming ticket. An omnipotence in ticket resolution if you will. Although if you did watch the episode where this scenario happens (season 6, episode 25 to be precise), Bender ascended into Godhood to a certain degree, making predictions about the future, discovering the purpose of human existence and other existential questions. Frankly, that’s disturbing, unless by the year 3000, we’ve accepted the rule of our new robotic overlords.
Hyper-automation and self-service
Automation is already here in 2017, helping us deal with many routine and monotonous requests more easily. We can expect this trend to grow this year, by automating even more intricate processes, making life easier for support teams.
Same goes for self-service. Today, we can use self-service to do things more efficiently and simplifying the whole process. We rarely go to the bank to withdraw money anymore, we use the ATM. In the future, one can only imagine what you’ll be able to do, without relying on support. You won’t simply be able to change your password if you’ve forgotten it. Heck, how do you think Zapp Brannigan still has a job? There must be some amazing self-service tools in the Space Military if even he can make it all the way to 25-star General.
Or maybe it’s just the velour uniforms.
We can also imagine that Fry wouldn’t need to work much harder at being a help desk manager than he did at the Planet Express. He could be automating most of the processes in the help desk and simply make sure everything runs smoothly, pretty cool job uh Fry?
What wouldn’t change
- Bureaucracy: Help desks may follow guidelines and best practices such as ITIL v.99 and COBIT XYZ, in the future, but unfortunately, some things will still take time, maybe even more time than now if that’s possible. Just try to go to this place, behind the old man, still waiting for his birth certificate.
- The human touch What made me love Futurama (As you may have guessed, I’m a fan) is not only the humor or the futuristic universe, it’s also the human side that hasn’t changed a thousand years from now, that you can find in characters like Fry and Leela, on Earth or on any other planet the Planet Express in delivering to.
Same goes for the service desk, I think (and hope) that despite the automation and quick resolving, the help desk will still keep its human side, giving us the comfort of knowing that someone understands our request and is helping us along the way. In the end, that’s what makes the real difference.
What do you think of the help desk of the year 3000? A “Not Sure if” or more of a “Shut up and take my money”?