Finally, strategically using conversational AI as part of your self-service portal can not only help increase self-service adoption but also further reduce the drain on IT resources when used in combination with automation.
Conversational AI chatbots are intelligent software applications that can understand and respond to user queries in natural language.
In IT Service Management, conversational AI chatbots can be used to provide quick, efficient support to your users by resolving common issues, answering questions and guiding people through various processes.
When you use conversational AI chatbots on 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, however, the distinction between conversational AI chatbots and traditional chatbots because the success rates of using one over the other are drastic.
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.
The main benefit of a conversational AI chatbot lies in its ability to provide accurate, personalized responses to customers without any human intervention.
Conversational AI brings many additional benefits to service management teams when paired with enterprise integration and automation (using iPaaS). This combination can elevate chat from a glorified knowledge base search engine into an automated, action-centered channel to field requests through dynamic forms or conversation flows.
No matter how good your knowledge base is, personalized user information can only be uncovered through the inherent ability to connect to business systems via APIs and integrations. This capability is what makes it possible to automatically provide dynamic content and fulfill simple, repetitive requests for action. When you have a conversational AI chatbot with this functionality already baked in, you can better service your users and even improve self-service adoption rates across your organization.
Employee engagement is a crucial aspect of any successful business. As the Gartner study suggests, there is ample room for improvement in many organizations. For CIOs and IT leaders, the challenge lies in leveraging technology to reduce toil and foster a more engaged workforce. By embracing these strategies, not only can you support happier, more productive employees, but you can also drive your businesses toward greater success.