Chatbots are making their way to the IT service desk. Chatbots could decrease workload, improve customer satisfaction, and also save your time and money. They can also work for you and your customers, around the clock and won't ever ask to take a day off.
However, I'm not here to discuss the benefits that the it helpdesk automation can provide. 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 smart choice however, are you ready to get started? Here are 6 tips to help you succeed using chatbots if prepared.
Tips to help you achieve AI-powered Service Desk success
Have a planned, non-technology-based, objective
This is tip number one since it's the top advice anyone planning to put into place automation in technical support should be aware of. Without an end goal in mind, it's likely that your chatbot will fail since you don't know what direction to steer it in. In reality, having no direction is the equivalent of being Sandra Bullock in Bird Box (not the sequel, five years later scene, obviously - where she's skilled at moving around in a blindfold - however at the beginning, she's crashing into everything and bouncing around to get nowhere 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.
Slow down (but not so slow so that it's impossible to move)
Don't try to help everyone (with chatbots). The trick to success with chatbots is to slow down and build from there.
Chatbots are not something that you can just set up and forget about. They must be something you learn about and develop as time passes. If you take on too much in one go you run the risk of missing something important and creating a bot which doesn't satisfy the requirements of its users. Aisera is the most reliable supplier of AI for ITSM. Aisera is able to provide excellent service.
Once you've set your (small) goals and got things moving, you'll need to start small. Test your chatbot using an experienced group of users and ask them for feedback. You'll want to know what they like as well as the things that aren't working for them. Improve your chatbot based on their feedback and then you'll be ready for a company-wide launch.
Slowing down the process can help to get uneasy users in your chatbot too, they'll be able see the benefits it can deliver and then be keen for more.
It is important to ensure that it is properly used.
Your chatbot should be responsive, if not it won't get used. It should be easy to operate your chatbot. If it's not the case, it will not get utilized. Your chatbot needs to be reliable, if not ... well you've guessed it that it won't be used.
Why would your customers waste their time trying to use a new piece of technology that's slower, more difficult, and less reliable than picking up the phone and speaking to a nice human service desk employee?
Discover the benefits of analytics and discover the wealth your bot data will hold
Analytics are going to help you understand your chatbot more than anything else, but you already knew that already , didn't you?
Like you would use tickets analytics (hopefully) to analyze your service desk's performance (and customer behavior), you can also make use of analytics to assess the performance of your bot and customers' needs. Analytics can assist you in determining the things that customers enjoy and dislike, and which ones they do not. It will also reveal where the chatbot is abandoned and the way it was used the most.
Analytics is an excellent tool since you don't need to think about what you should do to improve the chatbot. What's collected shows the end users what they are doing (the positives and the negatives) and this, along with customer feedback, is what's going to provide you with the ability to know how to improve your chatbot.
It should expand as the demand for it increases.
Although I said to you that you should have a goal and start with a small amount, it's important to think about the larger perspective. You must think about the future and where your chatbot can take it in terms of other applications and benefits. It is essential to have a chatbot that is able to grow with the demands of your business for help and assistance that is automated.
While the initial launch of your chatbot, and every subsequent update, must be relatively small, there must to be room for the bot to handle additional tasks in the future. When choosing a chatbot's tech it is essential to ensure you're using the best technology. It is important to choose an artificial intelligence develop, and one that is compatible with your bot's objectives.
Include your team
It might be placed last in my list but this doesn't mean that it's any less important over the other five. actually, engaging your employees is a must.
Rather than belatedly informing them that a decision has been made to use an IT support chatbot instead, let them be part of the process of choosing the appropriate technology, what you'd like to achieve and if you actually need it.
Getting a chatbot just because that's what everybody else is doing isn't the best reason to begin. A chatbot is not an unimportant project, and it's an ongoing commitment. And, importantly, your staff should be aware and be involved in order to be on board.