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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
In today’s rapidly evolving digital landscape, companies are constantly seeking innovative ways to improve their IT Service Management (ITSM) processes in order to better serve customers and clients. One such cutting-edge solution is the use of conversational AI-powered chatbots.
These intelligent conversational AI chatbots have the potential to revolutionize the way IT support is delivered by automating routine tasks and providing instant assistance to users. In this blog post, we will explore the top 5 reasons why adding a conversational AI chatbot to your self-service portal can vastly improve your service management and delivery.
Conversational AI chatbots are intelligent software applications that can understand and respond to user queries in natural language. Their primary role in IT Service Management is to provide quick, efficient support to end-users by resolving common issues, answering questions and guiding users through various processes. By incorporating conversational AI chatbots into your self-service portal, you can significantly enhance the overall user experience and streamline your IT support operations. You can also deflect tickets, requests and calls/emails from your IT help desk.
It is important to note the distinction between conversational AI chatbots and traditional chatbots.
When talking about traditional chat, we mean a chatbot experience that has a limited conversation path. It can take inputs and guided dialog paths to return answers in a simplified question/answer format – similar to what you’d get if you searched a knowledge base or FAQ – there aren’t many actions a user can take from the conversation with a traditional chatbot.
Traditional chatbots don’t fare as well as those built on conversational AI. In fact, a recent market study from CIO.com found that nearly 76 percent of chatbot customers report user frustration with existing solutions. However, When conversational AI is used, the study shows more than 61 percent of respondents could effectively resolve problems vs just 35 percent when traditional chat is used.
Self-service portals are designed to empower users to find solutions to their IT issues without requiring direct intervention from the IT support team. However, many organizations face challenges in delivering an effective self-service experience due to:
These issues can lead to increased frustration for users and higher reliance on traditional support channels, negating the benefits of a self-service portal.
Now, let’s delve into the key advantages of integrating a conversational AI chatbot into your self-service portal.
As you start to identify the right conversational AI tool for your organization, you’ll want to plan for the implementation of the new tool, as implementing conversational AI chatbots in your ITSM processes requires careful planning and execution.
Here are some best practices to follow:
Incorporating a conversational AI chatbot into your self-service portal is a smart investment that can significantly enhance user experience, reduce resolution times and cut down on IT support costs. By leveraging the power of conversational AI, you can transform your self-service portal into an efficient, user-friendly support tool that meets the needs of today’s digitally savvy users.
If you’d like to learn more about traditional chatbots vs. conversational AI, check out: Chatbot Frustration and the Promise of Conversational AI.
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