Learn how you can reduce the drain on your IT service desk and improve
self-service adoption by using a chatbot with by conversational AI.
Did you know that three-quarters (that’s a whopping 76%) of traditional chatbot customers report user frustration with their existing chat solutions on at least a semi-regular basis? And just one-third of companies report high end-user adoption of their traditional chatbots. Instead of improving self-service, these chatbots are creating friction for users and creating barriers to service. As a result, IT service desks experience upticks in tickets for tasks that should be able to be handled by chatbots and self-service.
Few companies are satisfied with their current chatbot. According to a survey from CIO.com, chatbots have a Net Promoter Score (NPS) of negative eight—far from a ringing endorsement—and 65% say their solution is not widely adopted by end users.
The addition of conversational AI, however, makes a huge difference—adding it to a chat-bot increased the adoption rate of the overall solution from 16% to 50%. The use of AI in Conversational AI is based on the concept that in order to improve how we interpret an end-user query, we need to leverage Natural Language Processing (NLP). This is not generative AI, but rather a processor that is iteratively learning to best match a query to chat with the appropriate answer.
There is nothing quite so powerful as the voice of the customer which is why so many leverage the annual Gartner Voice of the Customer report for IT Service Management. A culmination of customer reviews over the past 18 months—this report offers a complete view of the ITSM marketplace.
Nathan Ignatz
System Support Analyst
City of Buffalo, NY
Leaning into self-service, modern IT Service Management (ITSM) solutions provide a fast way for customers to fix their issues without relying on the IT service desk. Typically, organizations begin by building an end-user portal with a knowledge base, followed by the introduction of chatbots. But these chatbots often fall flat as they do nothing more than query the knowledge base. Without enterprise integration, action-based automation and the use of a centralized natural language processing engine, there will be more frustration than resolution.
Conversational AI chatbots can understand and respond to user queries in natural language. Their primary role in IT Service Management is to provide quick, efficient support to end-users by resolving common issues, answering questions and guiding users through various processes. By incorporating conversational AI chatbots into your self-service portal, you can significantly enhance the overall user experience and streamline your IT support operations. You can also deflect tickets, requests and calls/emails from your IT help desk.
With TeamDynamix Conversational AI you get a smart chat solution that utilizes natural language processing (NLP), built on an integration and automation platform. This allows your end-users to take action from your chat. The language processor pairs intents through various channels (chat, Teams, Slack, SMS and more) and intelligently addresses questions with answers, automated fulfillment or clarifying discovery questions to determine an appropriate path.
Conversational AI chatbots offer instant support 24/7, providing users with quick, accurate and consistent responses. This leads to higher user satisfaction and increased customer loyalty.
In addition, chatbots can significantly reduce the time it takes to resolve issues by providing accurate information and guiding users through troubleshooting steps.
By pairing integration and automation with chat, you can personalize the interaction and initiate resolution.
Conversational AI chatbots help users resolve issues without the need for additional IT resources.
Conversational AI chatbots can help end-users solve problems faster by leveraging automation.
With natural language processing (NLP), the system will improve matching of queries and answers.
Improve User Experience
Faster Incident Resolution
Reduce IT Ticket Volumes
User personalization gives your chatbot a competitive advantage. With conversational AI from TeamDynamix, you can use grab-and-go connectors to gather relevant data from enterprise systems to personalize the chat experience.
Because conversational AI chatbots understand intent, they are much more effective when it comes to assisting customers and end-users. For example, when using traditional chat if you say “My password broke” it would likely respond with something like “I’m sorry, I don’t understand that. Please type your issue again.” When you have conversational AI, if you were to say “My password is broken” it can inform your intent and knows that what you mean is your password isn’t working and needs to be reset. The response from the chatbot is then something like, “I can see you’re having issues with your password. I’ve sent a reset password link to the email on file.”
On the backend, the chatbot can pull the email address needed from the system where it’s stored and automatically send a password reset email—resolving the issue within the conversation in seconds.
A conversational AI chatbot tied to a well-connected integration and automation layer can take action—from sending requests for name changes to getting PTO balances. All from the chat window.
CUSTOMER STORY
CUSTOMER STORY
Whether you are looking to level up an older ticketing platform or considering migration to a no-code platform, you will benefit from this comprehensive report which looks at business value, ease of use, strategy and innovation across ITSM vendors. Get the Info-Tech Vendor Rankings Report.
Steve Shala
Vice President and Chief Information Officer
Shaner Hotel Group
Unlock the power of seamless service delivery, intelligent AI solutions and automated efficiency. Take your enterprise to new heights with TeamDynamix.
