The Keys to Improving Your IT Chatbot Success

When you combine automation, self-service and conversational AI – you can positively impact IT resource drain and improve the experience of your customers and end-users.

Conversational AI chatbots are intelligent software applications that can simulate human conversations and perform tasks such as answering questions, providing information and performing transactions.

Conversational AI leverages natural language processing and understands intent. While they do need to be trained, with conversational AI you can facilitate more complex conversations and resolve issues through actions vs. the traditional chatbot’s question/answer limited dialog path.

Because conversational AI chatbots understand intent, they are much more effective when it comes to assisting customers and end-users. For example, when using traditional chat if you say “My password broke” it would likely respond with something like “I’m sorry, I don’t understand that. Please type your issue again,” and continue down that path with a final response that might give you links to 3-5 FAQ articles that it thinks might help resolve the issue – leaving it to the customer to further seek out a solution to the password problem.

When you have conversational AI, if you were to say “My password is broken” it can inform your intent and know that what you mean is your password isn’t working and needs to be reset. The response from the chatbot is then something like, “I can see you’re having issues with your password. I’ve sent a reset password link to the email on file.”

On the backend, the chatbot can pull the email address needed from the system where it’s stored and automatically send a password reset email – resolving the issue within the conversation in seconds versus sending the customer links and having them do the work to request the link.

Implementing conversational AI chatbots as part of your IT Service Management (ITSM) strategy can provide a myriad of advantages. Here are some key benefits:

1. 24/7 Availability: Chatbots are available round the clock, ensuring continuous service for customers and employees alike. This means that even outside of standard business hours, users can still have their queries addressed in real time.
2. Reduced Waiting Times: Conversational AI chatbots can respond to queries instantly, significantly reducing customer waiting times. This leads to a more satisfying user experience.
3. Enhanced Productivity: By automating routine tasks, conversational AI allows your IT team to focus on more complex issues. This can increase overall productivity.
4. Improved Customer Experience: With the ability to handle multiple inquiries simultaneously and provide instant responses, chatbots can enhance the customer experience.
5. Cost Efficiency: Chatbots can handle a high volume of queries without any additional cost per interaction, making them a cost-efficient solution.
6. Increased Self-Service Engagement: The ability of chatbots to provide personalized interaction based on user data can lead to higher engagement. The more successful the interaction, the more likely that user is to come back and use self-service in the future vs. submitting a ticket or calling your IT help desk.
7. Seamless Solutions Between Tech and People: Chatbots serve as a bridge between technical solutions and human interaction, providing a more intuitive and user-friendly self-service experience.

By adopting conversational AI chatbots as part of your ITSM strategy, you can significantly improve self-service adoption, customer satisfaction and problem-resolution time – all while cutting costs and reducing the drain on overburdened IT resources.