Chatbots are making their way to the IT service desk, and why wouldn't they? Chatbots could reduce workload, increase satisfaction of customers, and save your time and money. They'll also be working for you, and also your clients, 24/7 and won't ever ask for a day off work. But I'm not here to speak about the advantages that the automation in ITSM could 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 wise choice, but are you ready to start? Here are six tips that can help you get started in chatbots, if you're well-prepared. Tips to help you achieve AI-powered Service Desk successHave a deliberate, non-technology-based, goal This is tip number one because I believe it's the most crucial thing anyone who is trying to implement the it service desk must be aware of. If you don't have a final objective the chatbot is most likely to fail. If you don't have a direction, your chatbot will be just like Sandra Bullock in Bird Box five years later. Sandra Bullock is a pro at navigating blindfolds and can move effortlessly. However, at first she's just banging into everything and fumbling around making no progress. 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. Slowing down (but not so slow that it's impossible to move) Do not try to support all users (with chatbots). The trick to success with chatbots is slowing down and building from there. A chatbot isn't something you just install and go about your business, it's something to educate to grow, develop, and improve as time passes. You run the risk of not paying attention to a crucial aspect or launching a bot that isn't suited to the requirements. Aisera is the top provider for IT Helpdesk Chatbot. Aisera can provide great service. Once you've defined your (small) goals and got things in motion, you'll need to launch small too. Request trusted users to try your chatbot and give feedback. It's important to learn what they like and what's not working. Enhance your chatbot in response to the feedback of your users and you'll be ready for a large-scale launch.
Taking things slowly also helps to bring in skeptical stakeholders to get on board with your chatbot . They'll be able to appreciate the advantages it could bring and then be keen for more. It should be used. It is essential that your chatbot is responsive. If it's not responsive, it won't be utilized. Your chatbot should be simple to use If it's not, it won't get utilized. Your chatbot needs to be reliable, if not ... well, you guessed it you won't use it. Why would your customers waste their time trying to use an innovative piece of technology that is slower, more complicated, and less reliable rather than calling and talking to a friendly human service desk employee? Analyze analytics to discover the riches in your bot's data Analytics can help you understand your chatbot more than anything else, but you knew that already didn't you? Well, just like you (hopefully) employ the analytics of your tickets to analyze your service desk's performance (and customer behaviour) you can also explore analytics to assess the performance of your chatbot. This includes the needs of customers and their behaviors. Instead of pondering what is working and where your current chatbot performance might be failing, use analytics to analyze information such as what customer interactions are most popular and continue to use and where the chatbot is abandoned and the purpose it's utilized for the most. Analytics are a great tool because it means that you don't need to speculate on what you could be doing to improve. The data you collect will provide you with information about how your users are using the chatbot (both positives and negatives). This, together with customer feedback will provide you with the opportunity to improve your chatbot. It is expected to grow as demand increases. While I told you to set a goal and start with a small amount, it's important to consider the bigger overall picture. It is important to contemplate the future, and how your chatbot will take it in terms of other advantages and uses. You hopefully want something that will grow as your organization appetite for assistance and help from automated systems grows - a chatbot which can handle more and more, not a one trick pony. While the launch of your chatbot and each subsequent version, must be small, there needs to be room for your bot to handle additional tasks in the future. It's important, therefore, to choose the right technology when selecting your chatbot. In the ideal scenario, you'll need an AI that you can build on - one that will aid in the goals of bots within your organization. Engage your employees It might be placed last in my list but this doesn't mean it's less significant than the other five - actually, engaging your staff is an absolute requirement. Instead of telling them late that you've made the decision to implement an IT chatbot, let them be involved in the process of making decisions. It's not the best reason to start chatbots simply because you see it as the most effective. Chatbots aren't an insignificant project plus it's an ongoing commitment - and the most important thing is that your employees must be aware of and be involved when they're fully on board.
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