Out with the old, in with the new!
We live in an era when the days of calling a service desk to submit requests are on their way out, and for a good reason. Today, even employees want prompt and frictionless interactions that would resolve recurring queries on time.
One fundamental area where it is proving to be of great help is with the IT support desk. The function usually works round the clock to address queries, complaints, technical support and calls for assistance. It could include resolving issues related to a lost password, streamlining an HR onboarding process, or simply getting salaries credited on time. However, manual support is a major drain of an organization’s resources. An IT Support Chatbot plays a vital role in settling issues in no time. It can help significantly reduce these costs, while largely improving the quality of its services. By automating repetitive and routine requests, it enables support agents to focus on complex issues. It would include troubleshooting, on or off-boarding, signup, installation, and any technical challenges that need to be handled by the IT department.
If you’re also someone looking to improve workforce productivity for your IT support teams, then this blog is for you. We’ll try to lay down clear steps on how building a bot for your service desk can help & what all it entails.
Today, technical support continues to be one of the biggest burdens that lie on the shoulders of most IT-enabled businesses. At the same time, it isn’t something that you can avoid for long. With almost every process pivoting to all things digital, users at some point would face technical issues. This could mean the inability to fire up a computer, losing passwords, or not getting access to critical online documents. Time constraints, slow response time & lack of human connection are all factors that make it even more critical to automate routine processes.
An IT helpdesk chatbot is similar to a customer service chatbot, but the only difference is that its target audience is mostly internal teams.
Here are a few reasons how IT helpdesk chatbots can help you;
But what is it that makes it worth the investment? Have a glance!
A critical support function for today’s enterprise that supports their IT infrastructure and services while enabling the employees and powering the business.
Listed below are a few such scenarios which you can relate that an IT support bot can help address:
The bots serve customers in two ways. Firstly, they identify customer intent through regular conversations and secondly, users don’t need to remember multiple steps or choose from an elaborate set of options.
Here’s are some of the benefits.
We can help develop service bots in-line with your tech support needs to drive productivity!
At Rishabh, we understand the challenges that your support team faces. And thus, our team helps automate recurring IT-related issues and service requests with the help of an intelligent bot.
Here’s a look at our approach around how we help organizations achieve maximum efficiency with their custom IT support chatbot. We typically divide every chatbot project into three phases: scope, design and integration.
Our support chatbot framework is designed to offer timely support and answer every team’s needs in real-time! With a mobile-first approach, we can help you track, organize and manage requests better.
Based on the peculiarity and specific focus of your business we can build/customize it for your organization’s ecosystem.
Listed below are some of the features it can offer – based on the specific roles:
Segmentation of tickets based on the issues and department usually would require lots of time if done manually. IT helpdesk chatbots simplify this with the help of AI and ML abilities.
With insights from the chat history & related details, these intelligent chatbots can determine the user’s intent and further segment the requests. Further, they can even redirect the user to the concerned department or person via call or message by sharing the complete details of the incident.
One of the most common service requests raised by the employee users. The bots with rule-based structure can identify and differentiate the type of request and intent of the users based on their-
They can resolve it accordingly or transfer it to the respective department for addressing it in a better way.
By authenticating a particular user, they provide access to the respective application and similarly de-authenticate them if they currently don’t have the access privilege.
There exist so many repetitive tasks that need quick actions, such as service requests and change approvals. While addressing the individual task for a bot might not be time-consuming because these requests are all raised simultaneously, the priority for them could be a challenge. IT helpdesk chatbots working alongside human service agents can help automate the process after the due verification.
There are plenty of benefits to deploying a virtual agent that supports your IT staff in performing optimally. With the automation of routine requests and workflows, bots can help you overcome support/service challenges with ease.
While IT bots don’t eliminate the need for a support team, they surely up your team’s overall productivity & work with efficiency. If you want to understand how a service desk bot can work for you, we’re here to assist you.