In our current digital world, people are at ease when it comes to usage of conversational AI and virtual assistants to do everything from booking their flight tickets to setting up an appointment with a doctor. Yet, despite this consumer-driven craze, one industry that is left largely in the dark is the IT help desk. Surprisingly enough, for many enterprises, even something as basic as requesting to reset your password still requires opening and waiting for a ticket to be serviced.
Chatbot is one such tech wonder that imbibes the power of AI, ML & NLP and revolutionizes the work space. It adds digital flavor to your day-to-day IT activities with a belief that Smart Work is always wins over the Hard Work.
How Chatbot works for IT Service Desk?
Let’s begin by exploring how a chatbot augments traditional IT service desk communication channels. Instead of filling out forms, composing emails or sending out a text message a customer describes their queries or requests in natural language to the chatbot. If the chatbot requires any further clarifications or detects a negative sentiment in the speech tone of the customer, it will guide the customer to a live agent or ask multiple questions to provide additional information.
The chatbot draws knowledge and continuously learns from a variety of data sources in order to respond to the customer. These data sources continuously improve based on customer interactions. The chatbot will either resolve the customer’s query or request, resulting in a zero-touch resolution, or escalate the problem to a human agent. Even the best chatbots will occasionally require human intervention. If a human agent is unavailable, the chatbot will automatically create, categorize, prioritize, and assign a ticket.
How Chatbots will enhance the IT help desk?
1.Triage Requests
Chatbot in IT Help desk allows employees to request and/or provision IT goods and services 24/7, regardless of location. For instance, a remote sales employee reports that his/her laptop is slow and needs to be replaced. The person first tries to reach out for a form and then calls the service desk but when he/she doesn’t get through anyone as a last resort, he/she reaches out to the chatbot.
2.Password Reset Request
Password reset is the most common ticket for the service desk. Agents spend a lot of time resolving this transactional query. With the introduction of virtual assistants, password resets are easily handled without any manual intervention.
3.Provision access
Chatbots understand the type of request, requester job title, department and send approval to the respective management to grant access to the respective application. Similarly, chatbots can automate de-provisioning for users.
4. Answering the FAQs
Chatbot can be used to answer both tech support and end-user questions by integrating seamlessly with the Knowledge Bases of your organization regardless of format including information contained within FAQs, websites, and wikis.
5.Onboard/Offboard Employee
Today, complex service requests like employee onboarding are either manually coordinated by technicians or based on predefined automations. Rather with the application of chatbot the service desk request workflows can be automated based on work history which in general is both inefficient and cumbersome. Other use cases include Request password, generate reports and dashboards, raise an incident/ service request and many others.
Top Benefits of Implementing Chatbot in ITSM
1.Reduce Costs
Since labor costs dominate IT service management expenses, minimizing human intervention without sacrificing service quality is essential. Driving adoption of self-service technology to minimize the gamut of tickets has been at the forefront of the ITSM agenda for several years. chatbots can interact through text voice and answer the most common queries, freeing IT staff to work on business growth initiatives.
2.Better Customer Satisfaction
Chatbots automate tasks, such as customer follow-up, status updates, and recurring service requests making support analysts free to work on more interesting projects that generate direct business value. This eliminates drudgery, and ultimately employee retention.
3.Enhancing decision making and IT support
By combining previous data showing the success rate of similar situations in the past, the chatbot can greatly improve the decision-making process of an organization. Prediction of future trends in the IT sector can also greatly benefit from the use of chatbot in ITSM. It can estimate the necessity of the need for IT personnel in the future and support according to the requirements of the field.
Final Thoughts!
Now it is perceptible that businesses that want to keep on top of customer and employee demands and want to provide 24/7, 365 days service for routine inquiries will need to overhaul their IT service desk by implementing digital assistants or chatbots (Enterprise digital Assistants).
