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"State of Chatbots"

An Information Week Report | Sponsored by TeamDynamix

A new way to chat… how is Conversational AI improving IT Service Desk chat channels?

Among the arsenal of tools available to IT Service Management (ITSM) professionals, chatbots have long been promised as effective in tackling the most common use cases. IT leaders seeking to augment ticketing inquiries, expedite response time, and improve end-user satisfaction are endeavoring to implement chat, but have gotten mixed results. The idea is that these computer programs would sub out simulated human conversations for hands-on-keyboard technicians and get faster results for IT customers, such as answering simple questions, to routing them to the right humans for escalation, or even triggering automated fixes to their problems.

Many basic chatbots function by using question/answer pairs based on knowledge base information and manually entered intent-based pairs. However, the conversation usually goes downhill fast because the utterance or question is misinterpreted, and the ability of the chatbot to provide an answer is limited to the knowledge base.

IT service delivery teams deploy these tools to aid in their quest for better self-service functionality, reduced ticket volumes, and improved delivery speeds. However, many of these teams have yet to achieve the results they’d initially hoped from their first generations of chatbot deployments. Enter conversational AI.

• Traditional chat is broken and not well adopted
• AI can have an impact on chat reliability
• Integrate forms for better data capture and interaction
• Add automation to take action right from the chat
• Integrate the chat and automation with enterprise systems

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