How Chatbot Revolutionizes ITSM Help Desk

1. How Chatbot Revolutionizes ITSM Help Desk?

2. 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.

3. 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.

5. 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 - It 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.

6. 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. Want to own your IT help desk Chatbot? Book a Free Consultation!