Every day, a typical IT service desk receives a number of straightforward and easily resolved requests. Therefore, the majority of agent time is wasted on problems that clients can handle on their own. What if the staff at your IT service desk could skip these monotonous tasks? Chatbots for ITSM (IT Service Management) could make this a reality.
Continue reading to find out how ITSM bots operate and how to put them to use for your support teams.
What Is A Chatbot For ITSM?
An ITSM chatbot is a virtual agent that works around-the-clock as a member of the customer care teams for IT service providers or departments.
Let’s imagine a worker at the company is unable to turn on the printer or is experiencing network issues. An ITSM chatbot may be the first “employee” they speak to when they call the IT support team. The bot functions as a virtual agent that learns about the problem and, if possible, solves it. The information is seamlessly sent to a live service agent if the bot is unable to resolve the issue.
Although it’s not the sole use case, this is the fundamental one for an ITSM chatbot. Let’s look at what you receive when you use these virtual help agents for the time being.
IT service desks Can Benefit From An ITSM Chatbot
In essence, a chatbot can make IT service desks more productive. How? Read on.
• It’s constantly accessible. A chatbot may work day or night and doesn’t require pauses for sleep, coffee, or vacation days. That’s fantastic news if your business doesn’t run from 9 to 5.
• It can offer individualised assistance. While your agents’ recollections may occasionally be hazy, chatbots are able to recall every detail about every single person. As a result, they may be able to offer individualised service by merely looking at a customer’s interaction and personal data history.
Let’s say an employee requests, for the sixth time, that someone “do something with my laptop because it’s slow.” By installing antivirus software or proposing replacement components, for example, a bot can advise actions that don’t just duplicate prior interactions.
• It can do routine chores and enhance efficiency. The best use of chatbots is for routine chores. Clarifying service request specifics, opening tickets, exploring a knowledge base, resolving typical problems, and providing reports are typical instances.
This further assistance can add up. Having a trustworthy chatbot in place can drastically reduce the number of tickets raised, allowing IT service teams to concentrate on more challenging issues and enhance employee experiences.
• It may bring happiness to all. Customers of IT help expect to experience less waiting time, fewer questions, and more attention from a live support representative. Your customer satisfaction rate will rise as a result of an ITSM chatbot’s assistance in providing them.
A bot can enhance the working environment for employees. Every ITSM professional hopes for fewer tedious manual duties, happier clients, easier knowledge management, and more time for unusual instances. The ITSM chatbot can assist in achieving these goals.
• You could save money. Fewer personnel are required when chatbots take on a significant portion of an employee’s workload and boost productivity. Because they are performing less tedious labour, support team representatives are happier at work, which lowers the turnover rate and lowers the cost of onboarding.
Let’s look at some real-world instances where using an ITSM bot makes perfect sense now that you are familiar with the theory.
Examples of IT service desks utilising AI-based chatbots
Here is a selection of real-world examples illustrating the potential of ITSM chatbots.
Helping the IT agents
A chatbot designed by Verizon and Google Cloud serves as a help for the IT service staff. It searches the knowledge repository for pertinent articles and suggests particular agent responses. When a consumer contacts the support team directly—for instance, over the phone—or their service request is unusual, this functionality can be useful.
Defining Incident Categories
Chatbots may be fairly effective in classifying the core issue with requests. According to TechTarget, Genpact employs an ITSM chatbot that may assist in classifying IT service requests and even handle some straightforward problems (Level 1 and Level 2) by locating an appropriate article in the knowledge base. Currently, the chatbot helps more than 50,000 individuals.
Supporting Asset Management
Chatbots can assist with asset management when coupled with the ITSM system. According to a case study released by HaloITSM, for instance, Xellia Pharmaceuticals employed their chatbots in addition to other ITSM technologies to update the business’ ITSM workflow. Only by ordering hardware utilising this set of tools, according to HaloITSM, did Xellia save 200 hours over the course of a year.
Management Of Knowledge For IT Service Desks
Chatbots for ITSM could aid knowledge management for service teams. One such undertaking is the DOBO bot. For the purpose of creating a centralised library of incident solutions, the AI-driven DevOps bot would examine service requests and how they are resolved. Later, the bot would use the knowledge base of IT support team members’ experiences to locate and recommend solutions.
There are numerous other applications for ITSM chatbots in addition to these popular ones. Make sure to locate an ITSM tool vendor who meets your requirements if you want to make the most of this kind of conversational technology.
Conclusion
For any department or business that resolves IT-related problems, an ITSM chatbot can be a priceless asset. A bot can handle routine customer service duties, assist users in finding quick solutions to frequent issues, and generally make ITSM professionals’ jobs easier.
Don’t linger. Utilize a virtual assistant to boost the efficiency of your IT service desk and acquire a competitive edge.
