Ten Reasons Chatbots Improves IT Service Desks

There has been a lot of progress, and with the advent of new technological inventions, Artificial Intelligence or AI has evolved as well. Having an AI assistant doesn’t sound like science fiction anymore, as you might have already been taking the help of one.

Chatbot services are in demand, and it isn’t farfetched to think that it would be worth a whopping 1.25 billion US dollars by the year 2025. This might be the reason why businesses are looking into bots to increase their customer relatability. With this, IT services can also be streamlined to a huge extent.

Why do you need chatbots?

Chatbots, and more affectionately known as chatterbots, create or simulate human chatter or conversation, which they run and emulate from their text or voice interactions with real humans.

Since many organizations are learning about the potential of chatbots, they have started to look for more niche chatbots that can be integrated into their existing platforms, be it their social media accounts or their websites. Chatbots are extremely popular amongst healthcare and financing sectors, and these prefer to get chatbots for IT service desk.

The inner workings of chatbot

Chatbots are designed to communicate or interact under normal settings through commonly used instant messaging platforms. Some websites even have a handy popup that can give their visitors suggestions or perform certain tasks such as scheduling important appointments, preparing grocery lists, and so on.

Chatbots can even be equipped with the functionality of remembering important details about a specific user, based on which they make their suggestions.

These bots can work in two ways. One is based on an existing code that specifies a set of rules that the bot must follow. These codes are heavily specific and could be as simple as responding to query related to the weather or stock market.

The other way is much more sophisticated, and these bots are much more intuitive. This method uses artificial intelligence and neural networks that prompts the bots to have a more organic conversation with their users. This sort of coding can also involve methods, such as machine learning and natural language processing.

Natural language processing helps bots in giving accurate and natural responses to humans interacting with them.

What can you use a chatbot for?

Bots can serve a variety of purposes, including yet not limited to answering questions from customers to suggesting helpful gifts for their family members. They can help book tickets to a concert you wish to go to or book a flight based on your schedule.

Businesses are always looking for ways to reduce the work they have to put in to achieve a goal; they’re always looking to streamline tasks as well, which is why many such organizations are looking to get chatbots for IT service desk so that it will speed up their processes.

What’s more, chatbots even end up reducing the workload of human agents by a huge margin, and in the end, it’s all about reducing the time it takes the human workforce to perform certain tasks.

Reasons why you should use chatbots for your service desk

Chatbots play a huge role in the customer care and IT service departments. Apart from making the whole process a positive experience for their human base, they also lessen the burden falling on the human workforce, and therefore, help in increasing the productivity overall.

Now, let’s look at the uses of chatbots:

Automated Responses to Commonly Asked Queries

Automation has been a priority for a lot of organizations, and these days, everyone seeks out ways to remove unnecessary steps from their workflow. Chatbots are renowned for doing just that. Chatbots can be programmed to answer frequently asked questions in the place of your human staff. 

Round-The-Clock Availability for Users

Unlike the needs of a human, bots can work-day and night. So, if your clients are living in places that work on different time schedules, these bots can prove to be a boon for your organization.

Guidance and support to the personnel working on a typical problem

If a service desk professional is stuck on an issue, these bots can solve his/her query if they are programmed to do so. Which essentially ends up saving a lot of time for the service desk personnel.

Optimization of the Workforce

Bots can be built for specific areas of the workforce, like the HR or management department of an organization; in such cases, any employee or newly hired personnel requests can be routed through these bots.

The Benefit of Merging With IT System Management Solutions

Bots can be integrated with IT system management platforms so that their processes could also be streamlined. With the right coding, these bots can find ITSM solutions faster than a human agent.

Improve Customer and Employee Morale and Experience

Bots benefit everyone in the workplace, and the freedom they bring to your employee could also motivate them to work more and increase productivity. Since these bots can be accessed from anywhere, your employees will be able to help your customers from their homes as well.

Chatbots can work alongside your normal workforce and aid them in essential tasks. So it is a good idea for your business to start looking for an appropriate chatbot so that even your clients can have an amazing experience.