How can AI bots increase IT helpdesk support efficiency?

The enterprise IT helpdesk is an integral part of business operations – with its key objective the support of business users through uninterrupted technology services.

Without the IT helpdesk users would keep running into level 1 type issues (e.g. reset password) that not only negatively impacts on their working day but, also, ties down helpdesk resources on servicing the mundane when they could be adding greater value resolving bigger technology issues.

IT helpdesk efficiency is affected by many factors, including:

  • Attending to low-value ticket items
  • Repetitive resolution of basic issues
  • Staff flooding IT support with mundane issues that can take hours to service, not because of complexity but because of human resource availability to attend to those issues.

It’s not a sustainable or tenable situation in a world that demands cost and production efficiencies, and it is here where chatbots can be of great service to companies and users alike.

10 Benefits of IT Helpdesk with Chatbot

By 2020, at least 80% of new enterprise application releases will make reasonably strong use of chatbots for conversational, AI-rich applications” – Gartner.

This article expands on ten benefits of chatbots in the IT helpdesk environment, namely:

  1. Assisting employees: Chatbot provides options like quick troubleshooting, spread awareness about IT policies & initiatives, FAQ’s etc., using which employees can solve their general issues easily.
  2. 24/7 availability: Remove support queues (especially after hours). 24/7 availability of a virtual IT helpdesk support staff brings in a superior value-add to the existing IT helpdesk. (contact Bot Republic to know more)
  3. Integrate with legacy IT systems (ITSM Platforms): An AI-powered chatbot is a key value for ITSM framework. It has the capability to integrate with many of the legacy ITSM tools.

Other benefits include; Modernising incident management, Self-Service, Low Mean Time to Resolution (MTTR), Reduced cost per ticket and more.

We invite you to read the full article, here.

How Bot Republic helps you prepare for the rise of chatbot technology.

Bot Republic does not compete with Live Chat solutions – we use “chat” as a channel to understand user interactions which we then measure, analyse and optimise in order to help develop a roadmap that makes sense for you and your business.

Ours is a pragmatic, step-by-step and consultative approach to automation.

We invite you to get in touch to understand more around our process and how Bot Republic can help establish a viable business case for your company.

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