Chatbots are being introduced to the IT service desk. Chatbots have the potential to reduce the workload, boost customer satisfaction, and save you time and money. They're available all hours of the day to serve your customers as well as you too.
But, I'm not going to talk about the numerous advantages of it service desk automation. This blog post assumes that you already know the benefits and that you likely want to implement the technology/capabilities for your IT support organization. It's a wise choice however, are you ready to start? Here are 6 tips to help you succeed with chatbots if you are prepared.
Top tips to better help you reach IT Help Desk Chatbot success
Have a deliberate, non technology based, objective
This is the first tip simply because I think it's probably the most important tip that anyone trying to implement the AI for ITSM must be aware of. If you don't have an end-goal in mind, it's pretty likely that your chatbot will fail because you don't know what direction to take it in. Without direction, it's like Sandra Bullock in Bird Box five years later. She's an expert at moving in blindfolds and moves easily. However, at first she's just banging across the floor and moving in circles, but she's not getting anywhere fast. You don't want to be wandering around in the darkness like she was, instead you need a clear plan with a defined goal before you do anything else - with a business outcome rather than a technology-implementation focus.
Slowing down (but not too slow that it's impossible to move)
Don't attempt to do everything (with chatbots) in one go, the secret to having the chatbots succeed is to begin slow and build up from there.
Chatbots aren't something you just install and go about your business it's something that you need to teach, grow, and improve over time. If you attempt to address too much in one go there is a greater chance of missing something crucial and launching a chatbot that fails to satisfy the requirements of its users. Aisera is the best provider for Artificial Intelligence Help Desk. Aisera is able to provide excellent service.
Once you've set your (small) goals and got things moving, you'll need to begin small. Request trusted users to try your chatbot, and then give feedback. It's crucial to discover what they like about your chatbot and what doesn't work for them. Enhance your chatbot in response to their feedback and then you'll be ready for a company-wide launch.
It's helpful to take things slow to get uneasy people in your chatbot . They'll be able to appreciate the benefits it offers and then be keen for more.
It is recommended to use it.
It is essential that your chatbot is responsive. If it is not, it will not be used. Your chatbot should be easy to use, if it's not it won't get utilized. Your chatbot needs to be reliable, if it's not ... well, you guessed it you won't use it.
Why would your customers waste their time trying to learn the latest technology that's slower, more complicated, and less reliable to use than picking up the phone and speaking with a pleasant human service desk employee?
Discover the benefits of analytics and discover the wealth the bot's information will contain
Analytics can help you comprehend your chatbot more effectively than other tools, however, you may not have realized that.
Just as you (hopefully) use the analytics of your tickets to analyze the performance of your service desk (and customer behaviour) you can also utilize analytics to assess the effectiveness of your chatbot, as well as customer needs and behaviors. Instead of pondering which chatbots are performing well and what areas your current chatbot's performance could be failing, utilize analytics to analyze the data, such as which the customers value and continue to use, where the chatbot gets abandoned and what it is employed for the most.
Analytics is a great tool since you don't need to guess what to do to improve your chatbot. The data you collect will show you how your users are using the chatbot (both positives and negatives). This, along with feedback from customers, will give you the chance to enhance your chatbot.
It will grow as demand for it increases.
While I told you that you must set some goals and begin small, it's crucial to think about the larger overall picture. You need to consider the future and where your chatbot will be in terms of further uses and benefits. You're hoping for something that is able to grow as your organization appetite for automated help and assistance expands - a bot that can take on many more tasks than a one-trick pony.
While the initial launch of your chatbot, as well as each subsequent version, must be relatively small, there must to be enough space for your bot to perform other tasks in the future. When selecting a chatbot's technology it is essential to ensure that you're using the best technology. You should have an artificial intelligence expand on, one that can help you achieve your bot's objectives.
Engage your employees
It may be last in my list , but that doesn't mean it's any less important than the other five - in fact, involving your staff is a must.
Instead of telling them late that you've decided to implement an IT chatbot, involve them in the decision-making process.
A chatbot that you can build just because it seems like it's what everyone else is doing isn't a great reason to begin. A chatbot is not an easy task, but it is an ongoing commitment the most important thing is that your employees must be aware of and feel involved if they're going to be fully on board.