Understanding Change Management and Its Importance Within Your Organization
Did you know that a significant number of IT incidents occur when someone makes a change to one system that then affects other systems in
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With the explosion of AI technology over the last year and the intense growth in interest around generative AI – many companies are looking to find ways to carefully incorporate AI technology into their business.
One of the best places to start is within IT, and here’s why.
Investing in AI for IT can result in several benefits – especially when the AI is focused on driving self-service adoption and supporting your organization’s IT Service Management (ITSM) functions. We hear all the time from companies and organizations that their IT ticket volumes are rising, but their budgets and technical resources are stagnant or declining. One of the easiest levers to pull to help alleviate these issues (aside from automation) is conversational AI chatbots.
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, for example, you can significantly enhance the overall user experience and streamline your IT support operations. You can also deflect tickets, support requests and calls/emails from your overwhelmed and overworked 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 a number of 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 the use of 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.
Because conversational AI chatbots are intelligent software applications that can understand and respond to user queries in natural language, there are many benefits to using conversational AI as part of your ITSM strategy including:
When looking to implement a new conversational AI chatbot, you’ll want to make sure it has these three critical capabilities to set your business or organization up for success:
While any conversational AI chatbot requires training to be successful, the tool you choose should come pre-set to answer the most common IT questions.
“Any conversational AI platform should have a clear understanding of what 80% of requests to the bot will be,” Andrew Graf, chief product officer at TeamDynamix, said. “Thankfully, that’s easy to do because TeamDynamix has tens of millions of service request data points that help refine what’s being asked of an organization, so our platform can come ready to go out of the box. And, over time, it will improve through self-learning.”
As you plan your future investments in chatbot and conversational AI technology, there are some key areas to consider and evaluate. Here’s a checklist of what to look for when selecting a conversational AI chatbot for your business or organization.
Does it have multichannel support for the following?
When it comes to AI-Based Natural Language Processing can it handle the following?
Are these response actions available?
When it comes to advanced training and learning, does it include the following?
Do you want to learn more about chat vs. conversational AI? Read our market study: State of Chatbots and Conversational AI.
Curious about TeamDynamix Conversational AI? Learn more at https://www.teamdynamix.com/conversational-ai-chatbot/
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