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ITSM

Chatbots Create a Smarter and More Efficient ITSM Experience

55% of all large enterprises will deploy chatbot to increase work efficiency by 2020.

Gartner

How our chatbots can elevate your IT help desk

See for yourself how our bots can help your IT staff complete tasks in a fraction of the time, through an easy-to-use, conversational interface. Our bots act as proactive, 24/7 virtual assistants, helping to make the service process less complicated, less labor intensive and more cost-effective.

  • Our bots can be used to allow support staff and end-users to retrieve, modify, and post information in systems of record, reducing the time spent manually populating input fields.
  • Our bots can monitor systems for user requests, such as help desk ticket submissions, and alert staff in real-time with all the details they need to address the issue.
  • Bots built on the Kore.ai platform can use details within alerts to auto-populate input fields of related tasks, thus creating workflows, eliminating redundancies and accelerating processes.
  • IT help desk bots can deliver service related information on-demand or on a schedule, eliminating the need to jump across devices and screens to get the information needed.

How our bots can transform ITSM roles and operations

24/7 service availability

Machines and devices can crash or malfunction at all hours of the day. Staffing your support or help desk 24/7 to handle these issues, however, is usually not feasible or cost effective for the modern enterprise. These issues must still be addressed, however, because they reduce employee productivity and, in many cases, employee satisfaction. Our chatbots for ITSM help overcome these staffing and payroll issues. Our chatbots can be used to handle low-value or low-impact tasks, such as password resets or account creations, and to automate common troubleshooting procedures and questions. Your support staff can also receive alerts when level 2 or level 3 tickets are raised, ensuring high-value and high-impact issues are identified and resolved quickly.

Asset management

Keeping track of each user’s assets is a time-consuming and enormous challenge for any organization. Employees frequently make, modify and cancel requests, lack required management approval, or reject new or replacement devices due to personal preferences. To further complicate this, IT help desks often use standalone tools – or outdated spreadsheets – to track their assets, making information hard to find and often unreliable. Our chatbots can help your IT department stay up-to-date with new requests, or changes to existing requests, by delivering helpful and actionable alerts. Your staff can even use our bots to quickly and easily check inventory levels and fulfill asset requests.

Authentication management

Common requests and recurring issues consume a huge amount of IT help desk bandwidth. Recent research indicates that almost 20% of calls consist of these requests and that each call can cost companies up to $20. Our chatbots seamlessly integrate with front-end systems and legacy ITSM tools like ServiceNow, Freshdesk or JIRA. This allows your employees to quickly and easily self-service minor issues – like password reset requests – without tying up phone lines, submitting tickets, or opening a live chat. This frees up your service desk staff to focus on more important tasks.

Outage alerts

IT help desk staff are often inundated with phones calls, emails, and messages about outages and other similar issues. As a result, your team is constantly interrupted, reducing their overall productivity. ITSM built on the Kore.ai platform provide help desk staff with instant access to their monitoring systems and IoT devices, allowing them to better track outages, quickly populate outage reports, and manually or automatically alert the affected parties.

Knowledge management

IT help desks often lack immediate access to the information they need to identify technical issues and to effectively resolve them. Our chatbots can be used to answer both tech support and end-user questions by integrating seamlessly with your Knowledge Bases – regardless of format – including information contained within FAQs, websites, and wikis. Our platform can also help IT service desks identify trends and address underlying causes by providing comprehensive bot and user analytics – allowing you to prevent future incidents, do less work, and increase user satisfaction.

User self-service

Users expect their technical issues to be resolved quickly and accurately. Your IT staff, however, loses an enormous amount of time manually investigating and resolving the same issue again and again. Plus, they often have to delay resolving these requests so they can focus on higher priority business projects, increasing employee frustration and lowering productivity. Our chatbots empower users to complete simple tasks without the need for live support – ensuring they get the help they need when they need it, resolving most routine and low-value tickets, and reducing overall help desk costs.

  • 24/7 service availability
  • Asset management
  • Authentication management
  • Outage alerts
  • Knowledge management
  • User self-service

24/7 service availability

Machines and devices can crash or malfunction at all hours of the day. Staffing your support or help desk 24/7 to handle these issues, however, is usually not feasible or cost effective for the modern enterprise. These issues must still be addressed, however, because they reduce employee productivity and, in many cases, employee satisfaction. Our chatbots for ITSM help overcome these staffing and payroll issues. Our chatbots can be used to handle low-value or low-impact tasks, such as password resets or account creations, and to automate common troubleshooting procedures and questions. Your support staff can also receive alerts when level 2 or level 3 tickets are raised, ensuring high-value and high-impact issues are identified and resolved quickly.

Asset management

Keeping track of each user’s assets is a time-consuming and enormous challenge for any organization. Employees frequently make, modify and cancel requests, lack required management approval, or reject new or replacement devices due to personal preferences. To further complicate this, IT help desks often use standalone tools – or outdated spreadsheets – to track their assets, making information hard to find and often unreliable. Our chatbots can help your IT department stay up-to-date with new requests, or changes to existing requests, by delivering helpful and actionable alerts. Your staff can even use our bots to quickly and easily check inventory levels and fulfill asset requests.

Authentication management

Common requests and recurring issues consume a huge amount of IT help desk bandwidth. Recent research indicates that almost 20% of calls consist of these requests and that each call can cost companies up to $20. Our chatbots seamlessly integrate with front-end systems and legacy ITSM tools like ServiceNow, Freshdesk or JIRA. This allows your employees to quickly and easily self-service minor issues – like password reset requests – without tying up phone lines, submitting tickets, or opening a live chat. This frees up your service desk staff to focus on more important tasks.

Outage alerts

IT help desk staff are often inundated with phones calls, emails, and messages about outages and other similar issues. As a result, your team is constantly interrupted, reducing their overall productivity. ITSM built on the Kore.ai platform provide help desk staff with instant access to their monitoring systems and IoT devices, allowing them to better track outages, quickly populate outage reports, and manually or automatically alert the affected parties.

Knowledge management

IT help desks often lack immediate access to the information they need to identify technical issues and to effectively resolve them. Our chatbots can be used to answer both tech support and end-user questions by integrating seamlessly with your Knowledge Bases – regardless of format – including information contained within FAQs, websites, and wikis. Our platform can also help IT service desks identify trends and address underlying causes by providing comprehensive bot and user analytics – allowing you to prevent future incidents, do less work, and increase user satisfaction.

User self-service

Users expect their technical issues to be resolved quickly and accurately. Your IT staff, however, loses an enormous amount of time manually investigating and resolving the same issue again and again. Plus, they often have to delay resolving these requests so they can focus on higher priority business projects, increasing employee frustration and lowering productivity. Our chatbots empower users to complete simple tasks without the need for live support – ensuring they get the help they need when they need it, resolving most routine and low-value tickets, and reducing overall help desk costs.

How chatbots increase IT efficiency and reduce cost to serve

per year in potential federal savings by automating tasks with chatbots.

in estimated new revenue per year generated by increases in work productivity brought about by bots.

average decrease in the number of phone support calls by deploying AI-powered chatbots.

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