ITSM chatbot Archives - BotCore

5 Advanced Capabilities to look for in an IT Helpdesk Bot

Abhishek Shanbhag — Mon, 04 Oct 2021 10:08:00 +0000

5 Advanced Capabilities to look for in an IT Helpdesk Bot

The past year has witnessed the rapid adoption of IT helpdesk chatbots as remote work increased and companies received an influx of IT service requests. With employees trying to access different applications simultaneously and remotely, incidents and issues surged, ranging from simple ones like setting up VPN and authentication to complex troubleshooting.

IT helpdesk bots enable self-service by addressing simple, repetitive requests instantly. Being available 24X7, they can handle multiple requests at once at lower costs to the organization, allowing IT support agents to focus on other higher priority issues.

Since they were first launched, IT helpdesk bots have matured and now possess a host of powerful capabilities.

Let’s look at some of the advanced functionalities to look for in an IT Helpdesk bot.

Capabilities to look for in an IT Helpdesk Bot

1. One-stop solution for all your IT needs

The foremost purpose of an IT chatbot is to act as a virtual IT assistant, ensuring employees receive timely support on all their IT issues, whether it’s resetting passwords, updating software, resolving network outages, or creating and tracking IT tickets.

Common IT use cases in various areas include the following –

Fulfillment of common IT requests
Login to the VPN, install hardware/software, reset passwords, renew software licenses.
Management of IT Assets
Submit requests for hardware/software, check approval status, return devices, report a stolen device, wipe or disable a stolen device.
Automate incident management
Unlock accounts, report network outages, create and escalate major incidents, assist in troubleshooting IT issues (For example, WiFi connectivity problems), provide real-time IT alerts and notifications.
Answer network and configuration related FAQs
Configure connections with a network printer, tutorials on virus scanning and anti-virus software updates, troubleshooting guides based on various Windows versions, installing Microsoft 365, recovering deleted M365 accounts.

Learn More: Create Ticket/Incident Use Case

2. Understand the user’s intention

The IT bot must use powerful technologies, such as Natural Language Processing (NLP), Natural Language Understanding (NLU), and Machine Learning (ML), to understand the user’s intent and recommend suitable solutions.

Often, similar questions may confuse IT bots, and users may not receive the solutions they are looking for at the moment. In such a scenario, IT bots must reaffirm the user’s intention before providing answers.

3. Agent Handover capabilities

In certain scenarios, IT bots cannot handle employee queries, and the conversation may require a handover to a human agent. The issue may be complicated, or the employee may be anxious or frustrated. The IT bot must present the user with a “chat with an agent” option in such a case.

Capabilities that ensure a seamless handover include –

Handing over chat transcripts such as details about context and sentiment analysis scores.
Seamless integration with existing IT helpdesk software, including Service Now, JIRA, Service Desk Plus, etc., and live agent software, including Salesforce, LiveChat, etc.
Translating queries for the human agents while escalating the chat in cases where multilingual support is provided.
Agent observation, that is, agents merely supervise and monitor bot conversations instead of completely taking charge. In such cases, the IT bot privately takes agent authorization before recommending solutions to employees.

Learn More: Handover to Live Agent Use Case

4. Robotic Process Automation

Robotic Process Automation, or RPA, leverages artificial intelligence (AI) and machine learning (ML) to perform repetitive tasks like data entry, calculations, handling routine queries, etc.

The combination of RPA and IT helpdesk chatbots is powerful as it can solve significant operational and workflow-related issues for organizations. The automation abilities of RPA integrated with the cognitive capabilities of chatbots help IT teams automate processes end-to-end, perform transactions on the user’s behalf, and reduce costs.

The RPA-powered bot integrates with multiple disparate backend systems, retrieves information from such systems, and handles complex requests and queries at scale.

When the IT bot receives a request, it will ask a few questions to confirm the user’s intention and trigger the RPA bot to perform specific tasks without routing them to an agent.

5. Additional advanced capabilities

Other advanced capabilities you should look out for in your IT Helpdesk bot include –

Multilingual support
Even though English is one of the most popular languages globally, merely 7.5% of the world’s population are native speakers of the language. Organizations need to provide IT assistance to their employees in the language of their choice so that they feel included and supported. An IT bot must possess multilingual capabilities and answer employee queries in multiple languages, including German, Italian, Spanish, French, etc.
Search beyond the internal knowledge base
When needed, the IT bot must be capable of fetching relevant information from the internet when the answer to the employee’s query isn’t available in the company’s knowledge database.
Ability to create or update bot responses
The IT chatbot’s admin portal must allow users to add FAQs, create conversational flows, and modify bot responses whenever needed.
Take chat backup
Another interesting capability to look out for is the bot’s capability to take backups of employee chatbots and share them via email when requested.

How can Acuvate help?

At Acuvate, we help clients deploy IT Helpdesk bots with our enterprise bot-building platform called BotCore.

Key capabilities of our BotCore include –

An intuitive, low-code, graphical interface that allows the quick implementation of AI chatbots
Seamless integration with existing ITSM systems (ServiceNow, ServiceDesk Plus, JIRA, etc.) and AI services.
Our chatbots can be designed to simulate highly complex employee conversations.
As a Microsoft Gold Partner, we leverage the best of Microsoft’s AI, machine learning (ML), and natural language processing (NLP) technologies.
Our bots are deployable on almost all popular enterprise messaging channels and support multiple languages, including English, German, French, Italian, etc.
Users can create/update responses using rich media such as Buttons, Carousel, Images, Videos, etc., by dragging and dropping the required elements.
If the bot does not completely comprehend the user’s query, it will surface the top seven Bing search results.

To know more about our IT Helpdesk bots, click here, or please feel free to schedule a personalized consultation with our experts.

The post 5 Advanced Capabilities to look for in an IT Helpdesk Bot appeared first on BotCore.

Amid COVID-19, How Are Chatbots Solving IT Help Desk Challenges

Jagan Jami — Mon, 30 Mar 2020 11:03:00 +0000

Amid COVID-19, How Are Chatbots Solving IT Help Desk Challenges

The COVID-19 pandemic has been a serious wake up call for companies which put digital transformation and AI adoption in the back-burner. It made us all realize that adopting emerging digital and AI technologies is not so much an option but a necessity.

One significant area where digital transformation has become critical is ITSM. In the past few weeks, we have seen IT help desks in several companies struggling to manage the sudden unprecedented surge in incidents, issues and requests. Some of our key observations include:

Incidents are continuing to grow as a large number of employees are trying to access different types of applications simultaneously and remotely
In order to maintain smooth operations, organizations are rushing to rollout critical business apps without proper testing. Once the issues are detected in the production environment, more incidents come up
Incidents and requests range from simple ones like setting up VPNs, authentication issues to complex ones like accelerating the deployment of new digital initiatives to ensure business continuity
When troubleshooting end users’ issues with SaaS apps, it’s becoming difficult for service desks to determine whether the issue is related to the network connection, users’ equipment or the app itself

Ensuring that an IT helpdesk is running hassle free at all times has been an ongoing challenge for many enterprises even before this pandemic. Many of these organizations already face a shortage of help desk staff. And with the new unique challenges, the situation is becoming further overwhelming. Employees are being kept on hold for hours before their issue is resolved. Just imagine the loss of productivity.

How IT Helpdesk Chatbots Can Help?

A huge volume of requests are usually ‘basic’ or ‘simple’ questions that take a lot of time to answer. When most of your workforce is working remotely, the overhead on the helpdesk team to resolve such queries is huge.

One of the easiest ways to overcome these challenges is to deploy an IT Helpdesk Chatbot and enable self-service to employees.

A chatbot is not only a powerful solution to address repetitive and low-value requests but also super easy to deploy.

A chatbot will be available 24*7 on any device and can handle requests across the organization simultaneously. This will allow your IT staff to move away from a reactive environment where they are constantly putting out fires and focus on productive and proactive tasks.

Chatbots conduct multi-turn conversations (something most help desk requests involve) and guide users to resolve the issue through a series of steps.

In addition to solving simple requests and low-value tickets, chatbots are becoming increasingly intelligent to address several complex queries as well. The AI, NLP and ML integrated in a chatbot helps it learn from previous conversations, understand user intent better and deliver smarter responses.

When the chatbot can’t handle a particular query, it’ll handover the conversation to a human agent.

With low-code chatbot builder platforms like Microsoft Virtual Agents and BotCore, you can build and deploy a simple FAQ bot within hours and with limited resources! These chatbots also come with prebuilt connectors and easily integrate with your existing help desk platforms like ServiceNow, JIRA, Freshdesk etc.

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Benefits Of A IT helpdesk Bot

Easy and quick rollout
Seamless integration
Super fast responses
Reduced cost per ticket and IT support costs
Improved productivity of help desk agents
Eliminate calls and emails: The bot acts as a single point of contact for help desk requests
24X7 availability in both mobile and desktop devices
Real-time alerts
Enterprise level security
Employee self-service

Learn More: How AI Bots Can Revolutionize Enterprise Helpdesk?

Key Capabilities To Look For In A IT helpdesk Bot

Incident Management
Incident notifications
Incident creation
Submit change requests
New change request notifications
Task notifications and notes
Outage Management
Sends outage alerts
Displays real time outages
Sends outage reports
Security Management
Reset passwords for devices and network and generate tokens
Disable, wipe or suspend device
Real-Time Alerts
Access request notifications
Asset request notifications
Outage alerts
Authentication alerts
Human Hand off

The chatbot should be intelligent enough to recognize situations where it can’t help the user and should hand over the conversation to an agent. As soon as the bot learns that a human intervention is required, it should present users with an option to “chat with an agent”. Once the user clicks the option, an agent takes over the conversation.

Learn More: Chatbots Human Handoff

Get Started With A IT Helpdesk Chatbot

We are forced into the largest work-from-home experiment and many employees have little to no experience in adopting the new environment. Right from setting up their home offices, VPNs, to adopting video conferencing and collaboration apps, employees are facing a myriad of challenges and flooding the helpdesk with repetitive requests. An ITSM chatbot streamlines the helpdesk workflow, enables self-service and acts as a level-1 support agent.

If you’d like to learn more about this topic, please feel free to get in touch with one of our AI and ITSM experts for a personalized consultation.

The post Amid COVID-19, How Are Chatbots Solving IT Help Desk Challenges appeared first on BotCore.

Understand The Chatbot Integrations With Different Enterprise Systems

Rakesh Reddy — Fri, 24 May 2019 12:05:00 +0000

Understand The Chatbot Integrations With Different Enterprise Systems

Chatbots are seeping into our everyday lives with their seamlessness and convenience. Gartner predicts that 85% of customer interactions will be held without human intervention in 2020. Business leaders recognize the cost benefits of implementing chatbots. IBM suggests that businesses will collectively save $8 Billion by employing chat-based automation by 2022.

Many enterprises have implemented chatbots to interact with customers. Today, the use cases of chatbots extend beyond customer service as they are being leveraged in functions like HR, sales, marketing, finance, reporting, etc. The technology, that has already proven to drive customer engagement, is now being integrated into employee-facing applications to facilitate improved decision-making.

In order to deploy an employee-facing chatbot, it must be integrated with the relevant enterprise systems from which it can capture information. In this blog, we will discuss the benefits of integrating with some of the popular enterprise systems.

ERPs

An ERP is the backbone of an enterprise but they can be sometimes hard to navigate despite their immense usability. Chatbots can make everything more accessible and hence, help generate real business outcomes, faster.

Learn More: Every ERP System Needs An AI Chatbot. Here’s Why

HRMS

Chatbots can help strengthen internal communication including the one between HR and employees at your enterprise. Integrating chatbots with HRMS (Workday, ServiceNow, etc.) empowers HR staff to resolve employee queries faster and improve employee engagement. Moreover, this integration streamlines workflows across the entire HR workflow – right from recruitment, onboarding, training, engagement, performance management, to offboarding. Companies are also using HR chatbots to drastically reduce costs (cost-per-ticket, onboarding costs, cost-per-hire etc.), enable self-service, improve employer brand and so much more!

Learn More: How Chatbots Help HR Managers Improve Employee Experience And Reduce Cost Per Contact

Business Intelligence systems

BI projects can help make the organization data-driven but sometimes the adoption rate is low due to suboptimal user experience. Chatbots can boost BI adoption by providing actionable data, any time, anywhere. By integrating chatbots with BI systems (Power BI, Oracle, SAP, etc.) you can simplify data consumption and interaction. Just ask natural language questions like “what’s my market share for the year 2017?” and the bot will instantly respond with the answer.

Learn More: Why Business Intelligence Needs Chatbots To Boost User Adoption & ROI

ITSM systems

With ITSM systems, organizations can lower operational costs and improve their returns on IT investments. Often, IT service management teams lose time on unproductive tasks including basic query resolution and solving low-value tickets. With chatbots, most of the employee queries are quickly addressed and the teams can spend their time on more productive tasks The integration of chatbots with ITSM systems (ServiceNow, JIRA, BMC, etc.) enables improved incident, outage, and security management and real-time alerts for the issues that require attention.

Learn More: IT helpdesk chatbots

CRMs

CRMs help enhance communication, customer service, and efficiency across the organization.

However, user experience can lead to poor adoption rates for CRMs despite the promised ROI. Marketing and sales representatives shouldn’t have to lose time on manual tasks. A chatbot can automate tasks like data entry by capturing keynotes from audio calls. Updating customer records will be made simpler with bots as users can chat with the CRM chatbot in natural language and provide voice or text commands. Integration of chatbots with CRMs can further easier access to data and personalized alerts.

Learn More: How Are Chatbots Boosting The CRM Adoption Rates

Integrating chatbots with Intranets

Intranets not only improve internal communication but also help employees find information faster. Why they don’t yield the expected ROI, it’s usually because of inadequate adoption. Integrating chatbots with intranets can improve productivity, keep employees informed, simplify processes, and offer personalized user experience. A chatbot can not only provide actionable information to the employees but also execute activities like leave requests, travel settlement requests, IT requests, etc. This leads to better engagement and collaboration.

Learn More: Chatbot for SharePoint Intranet

The Need for an Aggregator Bot

As enterprises increasingly adopt chatbots for different functions, employees might have to soon interact with multiple chatbots leading to suboptimal user experience. It’s important that organizations unify different bots into a single aggregator bot to provide a consistent employee experience. Such an aggregator bot would be able to handle all kinds of queries based on the employee access/permissions and then pass the query on to a specialized bot for further action. It will act as a single point of contact for employees to execute tasks across different functions.

Moreover, unifying chatbots reduces costs in building, deploying, training and maintaining chatbots. In training the aggregator bot, all linked bots are automatically trained as well. It’s also pretty flexible as you can link or remove different bots based on your requirements.

If you’d like to learn more about this topic, please feel free to get in touch with one of our chatbot consultants for a personalized consultation. You might also be interested in exploring our chatbot builder platform (BotCore) which can be used to build, deploy, and train enterprise chatbots.

FREE EBOOK

a guide to choosing an enterprise bot builder platform

The post Understand The Chatbot Integrations With Different Enterprise Systems appeared first on BotCore.

Chatbots: The Past, Present, And Future

Rakesh Reddy — Wed, 19 Dec 2018 10:42:00 +0000

Chatbots: The Past, Present, And Future

Chatbots currently are one of the most popular AI technologies in the enterprise world.

Bots are being deployed for different functions of an organization – be it engaging customers, training employees, driving sales, providing IT Helpdesk or HR support, generating leads etc. These intelligent machines provide instant service, round the clock – you don’t need to keep your customers/employees waiting 24 hours for the next support agent to come online. 80% of businesses want chatbots by 2020.

However, bots weren’t equipped for intelligent and smart conversations when they were first invented. Chatbots have undergone several advancements in the past few years. The history of chatbots is intriguing, and so is the future. Let’s walk through all that chatbots were back in time, are today, and can be in the future.

the history of bots: where and how it all began

The word chatbot comes simply translates to conversation enabled by bots. As such, there are two components to this word – chat, which means conversation, and bot, which refers to the ‘computational’ element.

ELIZA, a 1964 computer program was one of the earliest examples of chatbots taking shape. Utilizing Natural Language Processing – something that allows computers to understand human language, ELIZA was able to recognize keywords and key phrases (inputs) and respond using pre-written scripts.

Soon after, an ‘intelligent’ version of ELIZA followed. This one was smarter in the sense that if ELIZA could understand inputs from a real person – PARRY could impersonate a real person! Invented by Psychiatrist Kenneth Colby, PARRY was indeed able to impersonate a patient with schizophrenia.

More inventions kept taking place to one-up older, outdated bots. And, the world soon transitioned into times when chatter bots could be openly used by masses. The first and most popular of these humanoids is A.L.I.C.E (Artificial Linguistic Internet Computer Entity) or Alice. It was the most powerful NLP chatbot of its time and was awarded the Loebner Prize three times!

Interesting fact: If you’ve watched the academy-award winning movie ‘Her’, it would be interesting to know that A.L.I.C.E was the inspiration for the movie.

the present state of chatbots: where we are today

Bots were now being deployed by businesses across various industries, all over the world. With the advancements in AI and machine learning, bots have become more intelligent are able to conduct meaningful and personalized conversations. Now, bots could adapt and learn based on the interactions they had with people. They could now process tons of data, rapidly retrieve information, process information, and give the right output/answer in no time.

In a consumer world, chatbot adoption increased because of an increase in the usage of messaging platforms. Consumers now rely on a chatbot for connecting and interacting with their favorite brand, troubleshooting basic issues, purchasing products that have been highly personalized based on their interests and likes, and keeping up to date with the latest deals and discounts on their favorite products!
According to Business Insider, by 2017, messaging apps have ousted social media platforms. You can check the following chart to get the stats and figures on global monthly active users.

chatbots in today’s enterprise

Organizations today are using chatbots for a variety of use cases and the usage varies from industry to industry and function to function. And the benefits chatbots offer are plenty including enhancing customer experience, improving employee productivity, automating mundane tasks, reducing costs and simplifying business workflows.
Enterprises are now leveraging chatbot builder platforms to effectively build, deploy, manage and train AI chatbots.
Let’s dig into some detailed chatbot use cases in the present day scenario.

chatbots for customer service

Customer service is the most popular use case of enterprise chatbots today. Businesses across industries are using customer service chatbots as the first line of support to reduce costs, improve customer experience, and increase agent productivity. Capabilities like 24/7 availability, multilingual support, instant responses, agent handover have made chatbots the most desired AI technologies in customer service.

chatbots for IT helpdesk

A number of enterprises are implementing IT helpdesk chatbots to accelerate response time, improve support staff productivity, automating IT workflows, and to deliver service related information on-demand.

Deploying chatbots can help alleviate your IT help desk challenges by making the whole process less labor-intensive, less complicated, highly interactive, and less costly.

With a chatbot at your disposal to answer basic queries raised by your employees in real-time, your IT help desk staff can focus on more complex and key tasks, thereby increasing your support efficiency!

chatbots for business intelligence

Data is the oil of the 21st century! Many companies today are integrating AI chatbots into their existing BI systems like PowerBI, Oracle, SAP BI etc. to help decision-makers get super quick access all the information and reports they need, in no time.

Simply ask your bot “What is my predicted sales for December 2019” and the bot will generate an accurate response after analyzing tons of data instantly. That too in a format that you prefer (image, graphs, pie charts, etc.)!

Learn More: Business Intelligence Bots, Power BI Bots

chatbots for HR

HR is one of the most popular functions for which chatbots are deployed. HR chatbots simplify and automate workflows throughout the employee life-cycle. Employees can use bots to ask simple or complex HR queries, perform tasks like applying for leaves or giving an appraisal etc. Whether it’s talent management or onboarding or employee engagement or off boarding, chatbots have successfully reduced HR costs in all stages of the employee life-cycle and streamlined the entire process.

Learn more: How Chatbots are Revolutionizing The HR Department

statistics on adoption of chatbots

Chatbots are expected to cut business costs by $8 billion by 2022 – Juniper Research
Furthermore, by 2021, conversational AI-first will be adopted by the majority of enterprise IT – Gartner.
By 2021, 50% of enterprises will be spending higher on chatbot creation than on mobile app development. – Gartner

For more such insights and statistics on the state of chatbot adoption, read through this blog post.

the future of chatbots: where we are headed

As the chatbot technology continues to mature, the future of bots is becoming interesting. Here are a few important trends to watch for:

Chatbot-RPA integration: Enterprises are taking customer and employee experiences to the next level by combining the power of automation from RPA and cognitive intelligence from chatbots. RPA helps chatbots access legacy enterprise systems which lack modern APIs. Bots can trigger RPA robots to perform complex actions without routing to a human agent – increasing productivity.

Voice Bots: Gartner predicts that, by 2023, 25 percent of employee interactions with applications will be via voice, up from under 3 percent in 2019. In the future, chatbots will no longer be just text-based interfaces. As AI-powered speech-to-text and text-to-speech hosted services improve, voice bots will be used for a variety of enterprise applications including conversational BI, IT helpdesk, scheduling meetings etc.

Chatbots will be more human: As key chatbot components like NLP, Machine Learning, sentiment analysis, contextual and language understanding etc. become more advanced, chatbots will be able to conduct much more complex conversations – just like a human does.

There might be soon a time when your bot will be reminding you of your sales meeting scheduled for the day. There’ll soon be times when a smart speaker will take your order at a restaurant. Bots speaking to bots can become the reality of the future. What next? We can only wonder.

If you’d like to learn more about enterprise chatbots please feel free to get in touch with one of our chatbot consultants for a quick consultation!

FREE EBOOK

exploring the use cases of an enterprise chatbot

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How AI will Impact IT Service Management

Abhishek Shanbhag — Mon, 19 Mar 2018 10:03:00 +0000

How AI Will Impact IT Service Management

If anyone were to put together a list of technologies with the greatest potential, Artificial Intelligence (AI) would undoubtedly top it. AI is maximizing effective utilization of technology in the workplace and altering the business workflow to its best form.

In fact, ITSM organizations have started using AI to achieve a new level of control and accelerate productivity like never before. Integrating AI technology in IT service management (ITSM) will create a smarter ITSM experience and enhance the way humans get involved with the service management process.

AI can improve ITSM experience in different ways; a basic one being by using AI-driven chatbots to handle low value IT support calls. Chatbots also have the capability to integrate with many of the legacy ITSM tools like ServiceNow, Freshdesk or Jira.

Gartner predicts that by 2020, 55% of all large enterprises will have deployed at least one bot or chatbot in production and AI augmentation will generate $2.9T in business value and recover 6.2B hours of worker productivity by 2021.

Enterprises are increasingly adopting chatbots for improving their business processes. Many B2B enterprises are looking forward to integrate chatbots on ITSM platforms, in order to eliminate traditional approaches and make the service process less complicated, less labor intensive and more cost-effective, all while also giving end users a higher level of customer service during every interaction with the IT service desk.

By implementing chatbots, organizations can witness tremendous benefits in the ITSM system:

Decrease in number of tickets raised and cost per ticket.
Fewer calls and shorter call durations.
Improved response times.
Enhanced employee productivity.
Reduced overall operational costs.

By 2019, 40% of enterprises will be actively using chatbots to facilitate business processes using natural-language interactions – Gartner

HERE ARE KEY AREAS IN WHICH AI TECHNOLOGY IS MAKING A POSITIVE IMPACT ON ITSM:

POINT OF ENTRY (INCIDENT/REQUEST CREATION)

IT Service Management systems are intended to help out employees at the workplace when affected with system issues. ITSM provides a self-service portal to raise requests and incidents whenever employees have trouble with their systems. Employees are required to fill out the online form to determine whether they are making a service request or an incident.

As per ITIL v3, incidents are split into two categories: service requests and incidents. An incident is an unplanned or unexpected interruption to an IT service which hampers employee work routine. For example, if an employee working on his regular activities encounters an unexpected interruption due to system malfunction or WiFi issue, he will then create an incident which will be attended to by an incident management team, to provide a quick fix.

Service requests are general requests originating from users requesting for something to be provided. For example, a service request can be raised to obtain access to the printer, upgrade to a higher version of a software or replace system components.

Unluckily, many service requests end up being incidents, and many incidents end up being service requests. As a result, service requests and incidents do not get resolved fast enough, subsequently affecting the employee experience.

However, IT service management organizations will continue to depend on human frontline analysts, until these types of challenges are resolved. This is because organizations fear that they might invest more time and money rectifying errors caused by miscommunication.

AI can make a difference here

Integrating AI technology helps to ensure information is accurately interpreted before it is entered into an IT Service Management system.

AI-powered chatbots will enable automated ITSM solutions with the capability to interpret incidents and requests accurately. As AI technology develops, we will see enhanced and personalized employee experience, in addition to improving the efficiency of the IT service management personnel.

Gartner claims that “Chatbots driven by artificial intelligence (AI) will play important roles in interactions with consumers, within the enterprise, and in business-to-business situations.”

AUTOMATED BACKEND PROCESSES

ITSM consists of backend processes that are designed to manage any request or issue entered into the system. Traditionally, these were entered by an analyst or an employee through a self-service portal.

Integrating AI technology in ITSM system can react to any issue based on updated patterns available in its knowledge base. AI-powered ITSM solutions can identify a ticket whether it is a service request or an incident and automatically open without human assistance.

Gartner states that “The next big shift is the convergence of technology products and services to create next-generation service offerings that will include AI platforms.

Further integration of ITSM with every system installed on the network will provide the ability to see much larger patterns, which makes it more efficient to solve issues and reduce human intervention in level 1 issues.

It can investigate the issue and cross-check the data with the IT security solution to find patterns that might explain the problem occurrence. ITSM solution identifies issues, provides insights and predictions about the problem and suggests steps to manage it.

As we move into the future, the AI-powered ITSM solution will be able to automatically correct level 1 issues without support staff involvement. However, human analysts will be engaged in more critical issues which will help increases overall employee efficiency and productivity.

KNOWLEDGE MANAGEMENT

ITSM systems with AI technology will have access to an infinite universe of knowledge that can help improve service management and employee experience. Knowledge-based ITSM solutions with AI will change the way employees ask for help and receive accurate answers to almost any question and in no time.

Since AI technology, including Machine Learning (ML), enables solutions to learn, these solutions will be able to access unlimited amounts of data in trusted knowledge databases and learn patterns that exist within an organization, which help to solve problems more efficiently.

These solutions will also help to solve problems based on infinite amounts of data and document these findings in knowledge databases which can be used by both support employees and data analysts when needed.

They will not only look to knowledge databases to provide answers to IT questions but also be able to provide training, tips and tricks for employees in the form of manuals, images, videos, etc. by applying deep learning techniques.

They will provide more current and relevant documents, and eventually override those created by human analysts. However, until AI is perfected over the next few decades, the human input will be vital for ITSM knowledge systems.

SELF-SERVICE FOR LOW-TIER INCIDENTS

In ITSM, a large number of service requests often small issues that don’t take a lot of time to get resolved. These low-tier incidents are quite large in number and force service desk agent to spend time doing repetitive tasks, forcing critical issues to remain on hold. Due to this, employee efficiency gets underutilized, which in turn affects their productivity.

AI technology can help resolve this challenge. AI-driven chatbots can deal with low-tier incidents by proving self-service options. These issues can be addressed by chatbots, thereby saving a lot of time for agents and employees alike. Besides, support agents can work instead on critical issues and maximize efficiency.

Acuvate’s IT Helpdesk bot is an IT self-service request chatbot, built using the powerful bot builder platform, BotCore. It supports IT helpdesk as a virtual assistant, providing real-time alerts and high-speed responses. This bot has 24×7 availability and can easily integrate into existing self-service systems.

THE FUTURE OF ITSM:

ITSM trends demand businesses to evolve continuously. In the future, ITSM analysts will shift their focus to major incidents (one-to-many), problem management, and change management.

ITSM system provides self-service portals integrated with AI-powered chatbots which resolve the low-tier, low value and level 1 issues without human intervention.

80% of businesses want chatbots by 2020! – Business Insider

Over time, human involvement for any low tier issues will continue to decrease. And expecting IT analysts to more focused on future business objectives instead of IT objectives.

Leveraging these AI technologies within ITSM creates huge opportunities for businesses to deliver outstanding employee experience. These technologies will amplify human support in real-time to meet the high demands of customers and increase productivity.

By 2019, IT service desks utilizing machine learning enhanced technologies will free up to 30% of support capacity – Gartner

Nevertheless, service management will never lose the spotlight on as a result of automation. As long as IT exists, ITSM will still remain the top priority of an organization needs.

If you haven’t adopted this trend already, you might lose big game!

Looking for a Chatbot that integrates perfectly with your existing ITSM tool. Check our BotCore an enterprise-ready conversation bot platform which is integrable on both cloud and on-premise environments. BotCore allows you to deploy enterprise chatbots, train, and manage according to your needs.

If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

FREE EBOOK

a guide to choosing an enterprise bot builder platform

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Why Your Employee IT Self-Service Needs Bots Instead of Portals

Jagan Jami — Wed, 21 Feb 2018 20:13:00 +0000

Why Your Employee IT Self-Service Needs Bots Instead Of Portals

Robotic virtual assistants on the enterprise side are known for their ability to expedite internal inquiries and save time for employees. Reports estimate $8 billion in annual savings from chatbots, with 80 percent of businesses considering implementing them. Chatbots allow your enterprise to scale seamlessly with speed and alleviates from the limitations of human resources . Early Technology adopters are replacing standalone web portals with interactive chatbots.

IT HELP DESK PORTALS VS CHATBOTS

Outsourcing IT help desk needs have already achieved a certain degree of cost-efficiency, but the internal workforce productivity has not gained much. IT help desk portals do not allow interaction with the user since they are task-based. They do not work on the behavioural schema of the employee. Due to these drawbacks, the most aspirational SLAs that are defined as key performance indicators (KPIs) for an organization are often missed.

With portals, teams face many practical challenges in fulfilling these SLAs. Employees and helpdesk agents need to switch multiple pages to complete the desired action as typically most of these portals have substandard navigation flows and UX. All this hassle results in the low adoption of portals and thereby the ROI gets affected.

Portals built on the cloud have resolved information accessibility and workflow issues, but still fail to motivate, remind and allow collaboration with other helpdesk team members in completing the tickets raised on the portal.

Chatbots on the other hand, encourage conversations, interactions, non-linear collaboration, consistency and non-bias. They are omni-channel solutions that be accessed through multiple devices — mobile phones, tablets, desktops, kiosks, etc. You may not this experience with a web portal solution.

WHAT EXACTLY IS A CHATBOT?

Technically, a chatbot is ‘a computer program designed to simulate conversation with human users, usually over a messaging app’. Some people also view a chatbot as service, as it is applied for virtual yet tangible outputs. Chatbots are AI powered that come with the ability to understand human language without human assistance. Enterprise chatbots are built using bot builder platforms which allow seamless deployment, training and management of bots. BotCore is a robust platform to create chatbots and some of the popular chatbots serve as IT Helpdesk agents. This platform is fully deployable on both on-premise and cloud (Microsoft Azure, AWS etc.) environments.

In some cases chatbots have empowered humans by adding time and allowing them to do the more productive work.

HOW CHATBOTS RESOLVE YOUR EMPLOYEE’S IT SELF SERVICE NEEDS?

Since chatbots are designed to understand complex human language interpretations, it increases the entire enterprise’s efficiency including that of the internal workforce. A Progress Software representative has mentioned that, “A bot could give the user the immediate interaction they need, and perhaps even complete the task, without forcing them through ticket systems that are often tedious for both the end user and the help desk,”

IT help desk chatbots are designed for self service. They not only offer the initial interaction that an employee is looking for, but also resolve the issue without compelling the employee to run into the maze of a ticketing system. Employees do not have to deal with the complex user flows, this is managed intelligently at the back-end by the chatbot.

Also, chatbots ensure consistent delivery quality by letting the human employee perform more intelligent tasks. It also saves a great deal for the Enterprise. According to the Human Resource Institute, it costs companies $10-$15k to replace one frontline employee. IBM has confirmed with research that chatbots can help reduce service costs by 30%.

CHABOTS FOR IT SELF-SERVICE EMPLOYEES.

At Acuvate, we have created a AI powered chatbot that uses machine learning and natural language processing to attend to simple IT queries. As an IT self service request chatbot, it works as an AI assistant and fulfils the need and presence of a Level-1 IT support assistant. Chatbots extract info from a knowledge base, FAQs and user guides and bring it to the actively used messaging app like Skype for Business, Slack, Skype etc.

The IT Helpdesk bot is equipped to handle real time alerts and manage incidents, security and outage. Chatbots reduce ticket costs and increase the productivity of IT helpdesk staff by arranging tickets based on priority.

IT Helpdesk bot’s features include high-speed response, 24×7 availability, elimination of calls, real time alerts, seamless integration into existing self service systems and enterprise level security. This can free up the time of IT personnel by accomplishing simple tasks like resetting passwords, troubleshooting and more. The conversational interface of chatbots allow users to get answers by asking one question at a time.

If the user is unable to find answer for his query, the bot automatically initiates the ticket issuance process.

The scope of work can be further programmed to meet the service requests within your organization. In the upcoming years, the adoption rate of chatbots is only going to grow and enterprises will transform into tech-enabled conversational units rather than silo structures dependent on redundant human resources.

If you’re considering to deploy chatbots for IT helpdesk, do check out our IT helpdesk bot which is currently used in several Fortune companies. If you need more information, check out our recent eBook on choosing the best bot-builder platfrom.

If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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Different ways your business can use chatbots

Jagan Jami — Wed, 07 Feb 2018 14:43:00 +0000

Different Ways Your Business Can Use Chatbots

‘80% of businesses want chatbots by 2020’ is projected by Oracle. While there are some are rule-based chatbots built for simpler tasks, the story is treading towards AI powered chatbots for intelligent and complex tasks.

Businesses have created personas that are ubiquitous and have multiplied presence. Chatbots come with the privilege of responding without bias and with a consistent behaviour. A Business Insider survey in 2017 has reported that ‘48% of consumers prefer a chatbot that solves issues over a chatbot that has personality.’ The saturation of the app market and increase in usage of messenger apps led to the rise of bots.

Businesses have discovered many different ways to use these programmed personalities to solve business problems. Their functionality can be divided based on type of audience and business segment.

CHATBOTS IN THE BUSINESS TO CONSUMER (B2C)

B2C Chatbot success stories over Facebook platform and Kik have gained popularity for their versatility. Here are a few ways you can use chatbots in a B2C scenario

Many customer service automation bots like Flow XO, IMI bot are growing in number. A survey by Oracle claims that, ‘65% of consumers prefer using a messaging app when contacting a business’. The demand is rising because these bots are able to personalize customer service for each business
Bots also help in initiating an expression of gratitude to customers. Kudos bot lets you say thank you and organizes delivery. .
Gamification stitched with an altruistic objective. Karma collector bot that collects your karma and encourages people to help others in a gamified way.
Financial markets are not left out of the radar of chatbots. There are bots that monitor stocks as well as track simple domestic savings. My Kai is one such bot that helps manage your savings.
Freelancers, especially content marketing and writing professionals bet big time of content writing bots. Grammar correction bot, Grammarly in one such solution.
Giphy is an interesting search bot that sieves the entire web to find the type of GIFs you are looking for.
There are bots that work on lifestyle and behavioural issues too. Wysa is one of the robo-healers among many out there that help people in dealing with depression, break-ups and laziness.
Woebot uses chat conversations, sentiment and tone analysis and word games to help people who are looking for inexpensive therapy.
There is also a bot that helps people stay mindful all through the day, which happens to be a proven health enhancement technique. It is called Meditate Bot.
X, Amy and a few hundreds of bots out there are programmed to be a personal assistant. They help in scheduling meetings, sending reminders and drafting emails, setting auto-responders all through the day. This eliminates the hassle of training and attrition.
Hello Era, Sephora and 1800 are some chatbots that are directed towards influencing purchase for their respective brands. They are designed to offer personalized information for those trying to make respective purchase decisions.

Some of these bots are also applicable to a B2B scenario. Chatbots for customer support and engagement are used by B2B businesses too.

CHATBOTS IN THE BUSINESS TO BUSINESS (B2B)

For B2B, chatbot solutions are fewer in comparison to B2C. However, it is not too far to see this number growing. Bots are supporting companies in majority of the functions starting from marketing, finance, workforce management and recruitment. A survey by Hubspot has revealed that 57% of consumers are interested in chatbots for their instantaneity.

Interview process management bot. Helps you to organize and manage interview person for a candidate. Gecko is an AI powered interview bot that uses video to help you screen candidates.
Meet Alex and Mya are few other AI powered bots that can help a recruiter with screening candidates and job interview scheduling. Some bots are also created to help you with interviewer feedback and job advertisements.
Marketing is now about being personalized and targeting to only those who matter to the business. Bixtext offers personalized marketing using artificial intelligence.
Tata Capital has achieved 600% increase in lead generation with the help of chatbot. There is another bot called Drift that helps in generating qualified leads using conversations.

CHATBOTS IN THE BUSINESS TO ENTERPRISE (B2E)

Organizations are more concerned now about being future-ready than ever before. Chatbots have proven their productivity is delivering high ROI in other spheres of business. To empower different elements of an Enterprise, organizations are building their own bots using bot builder platforms. To grow internally organizations face many behavioural and adoption challenges. Chatbots help in filling these gaps and improving productivity.

Gartner’s research points that almost 40% of intranets fail due to low adoption rates. Once deployed on organizational messaging apps like Skype for Business Skype Slack etc Chatbots extract info from intranet and present it to employees via QnA interface. At Acuvate, chatbots can resolve this situation for Sharepoint Intranet initiatives. We call this MeshBOT. It is agile and helps in mitigating intranet adoption. It empowers employees to optimally utilize intranet. As employees interact with MeshBOT it gathers information and patterns, which enables it to provide a personalised experience.

Every company has ideal and aspirational SLAs for its IT team. However, either due to under resourced teams, lack of time or decision making bottlenecks, the IT helpdesk team fails to fulfil the criteria. The self-service IT helpdesk bot not only empowers the IT team, but with fast response, it also helps the entire organization by rendering information in time. Bots for IT helpdesk increase support staff and employee productivity. They answer simple and basic questions of employees such as password reset etc. and thereby reduce ticket costs.

There is a high demand for business intelligence bots. Bots eliminate the need for users to visit multiple BI systems and can boost BI user adoption. Our Sales Intelligent Assistant (SIA), an AI powered chatbot integrates with Data Warehouse/ Line of Business systems or your CRM and enables the sales teams to chat and quickly obtain relevant information regarding key metrics.

Company financial performance monitoring bot. This is an internal tool that could be run by the CFO and her team.
Chatbots are changing the face of how HR is conducted. They help in automating several HR tasks like onboarding employees. This onboarding bot helps a person to find the right things, complete tasks in the best order etc. Donut is an onboarding and pairing bot that helps a new employee complete all the necessary tasks in the designated time. Such bots also track with the progress of an employee’s essential tasks.

Strategically implemented bots offer a lot of use cases for enterprises. At Acuvate, we conduct workshops for enterprise business and IT leaders to recognize use cases with the organization. Our free e-book helps you discover how to develop resources, get started with a chatbot program and how to choose an enterprise bot builder platform . If you are eager to build your own chatbot, get started at www.botcore.ai.

If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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How Can AI Bots Increase IT Helpdesk Support Efficiency?

Jagan Jami — Fri, 26 Jan 2018 10:36:00 +0000

How Can AI Bots Increase IT Helpdesk Support Efficiency?

In the rapidly evolving digital landscape, enterprises are constantly facing challenges to balance the act of minimizing costs and driving efficiencies.

In the enterprise, IT helpdesk has become an indispensable part of business operations. It is playing a critical role in supporting business users with uninterrupted technology services.

Without IT helpdesk, employees would keep running into level 1 general issues that could affect their productivity.

However IT helpdesk efficiency is affected by a plethora of factors. These include:

Having to attend to low-value tickets.
Ongoing resolution of basic issues.
Employees approaching IT support team for trivial issues such as password reset and subsequently having to wait long hours till the issue gets resolved.

Changing workplace dynamics are bringing in a growing range of variable affecting IT helpdesk support.

UNDERSTANDING CHATBOTS

Basically, chatbots are simple AI programs that interact with users through the conversational interface. The main concepts that are driving the development of chatbots are artificial intelligence and machine learning.

Chatbots are revolutionizing the way B2E, B2B, B2C and C2C interactions work. They are designed in such a way that they get better and better by understanding the user based on the inputs the user provides, thereby saving a lot of money and time for organizations.

“By 2020, at least 80% of new enterprise application releases will make reasonably strong use of chatbots for conversational, AI-rich applications” – Gartner.

Chatbots also have the capability to extract data from user/FAQ guides which help employees resolve issues without having to refer to a guidebook. Employees can get answers to their questions using regular messaging channels like Skype, Skype for business etc.

BENEFITS OF IT HELPDESK WITH CHATBOTS

Using AI in IT helpdesk will enhance human support in real-time to meet the demands of employees and increase productivity. Here are a few ways that chatbots can increase your IT helpdesk’s efficiency:

ACCORDING TO GARTNER, “BY 2019, IT SERVICE DESKS UTILIZING MACHINE LEARNING ENHANCED TECHNOLOGIES WILL FREE UP TO 30% OF SUPPORT CAPACITY.”

ASSISTING EMPLOYEES:

IT helpdesk support team helps in providing information regarding products and services of the organization, troubleshooting, answering FAQs and IT policies, whenever employee raises a request. Addressing these regular and repeated activities could affect their productivity and in turn affect the cost to the company.

Introducing chatbots in IT helpdesk brings in a perfect value add of productivity and cost efficiency.

Using chatbots in IT helpdesk, helps organizations to address level 1 issues(regular and repeated) activities, manage tickets and provide self-service options. This helps in increasing the overall staff efficiency and ensures best support capabilities.

It addresses level 1 IT support issues by a quick chat using conversational UI. Chatbot provides options like quick troubleshooting, spread awareness about IT policies & initiatives, FAQ’s etc., using which employees can solve their general issues easily.

24/7 AVAILABILITY:

Extending support after office hours is always a challenge in the enterprise environment. When an issue arises after office hours or during downtime, solving it gets tough. So, these issues are added to queue till the support staff gets time to address them which leads to a slowdown in productivity.

Introducing chatbots in the IT helpdesk system helps in overcoming these problems and resolving issues effectively. They provide a unique range of options to solve the issues immediately. One doesn’t need to wait for the support staff for the resolution. Employees working late would always have a virtual support staff member addressing issues on time.

IT helpdesk chatbot also provides different troubleshooting scenarios which come handy even if the support staff isn’t available immediately.

24/7 availability of a virtual IT helpdesk support staff brings in a superior value-add to the existing IT helpdesk. Talk to us to know more.

INTEGRATE WITH LEGACY IT SYSTEMS (ITSM PLATFORMS):

According to HDI: “As a rule of thumb, if an end user spends more than 10 minutes in a self-service portal, they cost the organization more money than calling the service desk.

With AI technology such as smart machines making their way into enterprise world, AI is, like it or not, going to be a dominant solution in any ITSM system.

There simply aren’t enough resources for analysts to get personally involved with so many requests and tickets. For better or worse, human intervention for every request or one to one incident will not be sustainable. We will see numerous organizations use chatbots with AI abilities as a way to deal with.

Do employees need to call the IT helpdesk or fill the lengthy forms online to address their issues? Chatbots change these circumstances.

With the integration of chatbots, ITSM can be easier, faster, and convenient too.

An AI-powered chatbot is a key value for ITSM framework. It has the capability to integrate with many of the legacy ITSM tools like ServiceNow, Freshdesk or Jira. With these integrations, Chatbot will also have the capability to search in the respective ITSM tool knowledge bases to answer the end user questions.

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Looking for an IT helpdesk Chatbot that integrates perfectly with your existing ITSM tool. Click here.

MODERNIZING INCIDENT MANAGEMENT:

Some of the IT helpdesk staff are often found working on categorizing/ routing incidents. Addressing these incidents manually is not only time-consuming but also error-prone. Indeed, even the most experienced IT support staff find it difficult to categorize a wide range of incidents raised at a given point of time. Due to this, most of the repeated issues stand in the queue and wait for its turn to get resolved.

Chatbot in IT helpdesk provide employees with quick links about troubleshooting technique using the conversation UI. If the issue raised is among the repetitive tasks a chatbot is trained to solve, employees will be provided with the resolving techniques. If not, chatbot pops up an option of registering the ticket in their legacy incident management system.

Chatbot helps the support staff in gathering the data from multiple systems to check the previous incident records of the employee for faster resolution and help an employee to keep track the status of the ticket.

Additionally, chatbot also helps the support team by generating a brief report on the number of tickets raised on a particular day. It gives detailed insights about tickets which are opened/ in the queue/ assigned. It also provides an option to search all open/high priority tickets for specific support agent and set up an alert for the support team.

SELF SERVICE:

For most of the issues, time is the main issue, even if it is a simple task like password reset. Employees tend to raise a complaint in IT helpdesk and wait for their turn to get access to their logins.

If the support staff is busy in fixing an issue, they may not be able to manage any incoming requests, even if it is a high priority. Due to this, employee work time gets underutilized, in turn affecting their productivity.

These issues can be better addressed by integrating chatbots into IT helpdesk applications. Chatbots create a self-service interface where an employee can instantly get access to the credentials within no time. During this process, employee validates their identity using Multi-Factor Authentication (MFA) and get the issue resolved without any helpdesk support staff interference. Thereby, the employee can work uninterruptedly by resolving his issues without any dependency on IT team and make room for support staff to work efficiently on other high priority issues.

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Check out our IT Helpdesk Bot where employees can have the chat with a Bot available as a contact in messaging channels like Skype, Skype for business, Slack, Facebook Messenger etc. and reset the password using MFA.

LOW MTTR (MEAN TIME TO RESOLUTION):

Mean Time to resolution depicts the health of the IT helpdesk support in an organization.

Mean Time to Resolution (MTTR) is the time between an incident being submitted and the time taken to resolve it. Tickets will be raised continuously and support staff may or maynot be available to address them in the expected time.

Service degradations and service interruptions can fundamentally affect both IT and business activities. IT support team should precisely measure incident response time to control service quality, outages and the cost to the company.

By integrating AI-powered chatbots in IT helpdesk, most of the repetitive tasks or issues will be addressed by the chatbot using self-service options/ troubleshooting techniques. This reduces the number of tickets waiting in the queue influencing the overall MTTR. Lower MTTR is the key factor in showcasing the efficiency of the IT helpdesk service.

The more the tickets received and the lesser the time it takes to resolve, there is an upsurge in the business productivity and eventually its bottom-line.

REDUCED COST PER TICKET:

For every organization, cost, or precisely unit cost, is basically important. Cost per ticket is a measure of how effectively an IT helpdesk service conducts work and leads its business.

“A RECENT HDI STUDY FOUND THAT THE AVERAGE COST PER SERVICE DESK TICKET, IN NORTH AMERICA (NA) IS $15.56. COST PER TICKET INCREASES SIGNIFICANTLY EACH TIME THE INCIDENT IS ESCALATED.”

Moreover, there are likewise indirect expenses for IT support directors/chiefs, equipment, facilities and training etc., that must be figured into the cost per ticket metric.

If chatbots are introduced in IT helpdesk, general issues get resolved and reduce the number of tickets which in turn lower the MTTR. The faster the MTTR, the lower its cost per ticket.

Minor/general issues will be resolved by chatbots using troubleshooting techniques and self-service options which help support personals not to keep running into general issues. They get engaged in resolving major issues which help them increase their productivity and cut the cost per ticket by working only on issues which are not addressed by chatbots.

TICKET ACTIVITY PERFORMANCE REPORTS:

IT helpdesk receive issues from different departments of the organization. If an employee raises an issue in the IT help desk application, the support staff or personnel will address the issue and continue to resolve other issues which are in the queue.

IT helpdesk cannot make a concise view where a similar kind of issues are occurring repeatedly. Resolving these frequent issues daily decrease the efficiency of the support staff.

Introducing chatbots in IT helpdesk helps in generating performance reports on the number of tickets raised, the number of tickets resolved, generate time-sheet and provide a report on frequent occurring issues.

By this report, the IT helpdesk personnel or organization can invest in the resource to reduce frequently occurring issues and helps in increasing work efficiency of the staff and increase productivity to the company.

MONITOR YOUR AGENT’S PERFORMANCE:

Monitoring IT infrastructures often involves tedious tasks multiple interactions and gathering reports from different legacy systems. This allows managers to identify problems, maintain quality standards and improve the overall experience.

Introducing chatbot in such a scenario paves a way to get the reports by simply having a quick chat with the chatbot. Chatbot can be integrated with AD/user profile servers/performance review system to track the overall progress of the employees and scale the productivity.

It can generate reports of the individual performance on daily/weekly/monthly basis and keep updating the status to the management team.

HUMAN HAND-OFF:

An AI-powered chatbot operates turn-by-turn discussion with the employee. Chatbots recognize keywords provided by an employee in the chat conversation and respond by matching queries with pre-set messages in its knowledge base and assist employees quickly.

Chatbots, unlike humans, don’t always guess correctly, and invalid responses will frustrate the user. So, to avoid all these users are provided with clear and smooth transition to human agents.

If the chatbot is not trained to answer a specific question, user will have an option to interact with human agents and address their issue.

Indeed, even after an operator is locked in, the bot remains as a background facilitator of the discussion.

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Overcome IT hurdles and provide consistent self-service answers with our IT helpdesk bot.

CONCLUSION

Chatbots have started to emerge into business consciousness and indeed acting as a major business productivity tool.

Gartner predicts that by 2019, 40% of enterprises will be actively using chatbots to facilitate business processes using natural-language interactions.

AI-powered chatbots can unplug IT bottlenecks and resolve the most repetitive questions effortlessly. Support staff can stay focused on the high priority tasks than time-consuming and mundane tasks.

If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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IT helpdesk bot is built using our industry renowned bot builder platform BotCore.

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