Artificial Intelligence-powered chatbots have given rise to a new technological era standing in popularity over the last few years. Therefore, organizations with heavy, increasing pressure to “produce more with less” while improving the customer and employee experience find chatbots immensely helpful. The advanced technology-powered chatbots ensure improved processes with their tangible benefits. Chatbots are a powerful tool for next-generation ITSM or IT service management.
Enterprise AI chatbots have the potential for companies to support expenses and save on service, facilitate service desk analysts, and speed up response times for more challenging tasks. It is an evolution in support of organizations and industries that is already happening.
In this blog, we will review the benefits of employing AI chatbots for IT service management. Before that, let us understand what an AI chatbot is.
Definition of Chatbots:
At their core, Chatbots are software that performs tasks. Powered by machine learning and AI technology, chatbots are particularly designed to communicate with humans.
To assist with communication context and understanding, NLP or Natural language Processing is a segment of AI that enables chatbots to handle human interactions in a manner that allows them to understand messages accurately and react appropriately.
In terms of IT customer service management, enterprise chatbots represent a technology that delivers interactive solutions to customer issues or questions in real-time. Organizations implement some pre-written instructions within the chatbots for the most general questions customers have. Hence, the chatbots serve up the most genuine answers in a conversational format.
Artificial Intelligence-powered customer bots use the aggregated data from every possible customer service interaction they have stored in their system to learn the process that works best and to improve responses over time.
However, chatbots powered by AI technology also determine from their communications that allow them to stretch their knowledge base and become helpful to the service provider as well as the customer. Of course, there can be situations where a customer supposedly strikes a question that the chatbot is unaware of. So, it cannot reply with any potential answer. At that stage, the chatbot will pass the ongoing conversation on to a human operative.
The advantages of Chatbots:
Chatbots can improve the overall performance of IT service management and the customer’s productivity by dealing with routine employee issues quicker. Being specific, it takes on the responsibilities for low value and high-volume repetitive tasks where support teams perhaps are losing precious time on likely resource-heavy chores that enterprise bots could take care of with ease.
In addition to the convenient expense and time savings, added vital advantage to consider is whether IT support employees are fulfilled by their work. If so, then how much. Here, it can be solely demoralizing for a service provider employee to apply much of their experience delivering basic yet monotonous tasks. However, it can drive to poor agent retention in the lengthy run.
Ways Enterprise AI Chatbots helps IT service management:
It is normal to feel discomfort for some businesses at the initial stage due to the idea of replacing human interactions with communications powered by robots. However, chatbots in customer service are not about replacing human efforts from the equation. They are meant to be stationed in explicit scenarios where they provide privileges to customers and operators alike. And, when organizations use chatbots that way, they deliver significant advantages.
- Chatbots make organizations smarter:
It is a prominent aspect of AI-powered chatbots. An Artificial Intelligence service bot tracks the customer response to every answer they provide. Since the system collects data from customer interaction systems over time, they will continue to analyze those pieces of information and transform them into significant insights.
However, every year, chatbot technology is getting better in understanding the sentiment and sensibility behind the language customers and agents use. These systems are learning new languages. They are pulling up on the refinements of various possible ways of phrasing things. Chatbots have a robust memory, and they use it to keep a record of what works and what does not after every communication they have.
- Personalization:
Any organization can personalize or customize its chatbot system. It can provide consistent, real-time, personalized communication with customers. Thanks to the upgraded technology that knows everything about the customer. This personalization system can go an extended way in order to improve all customer satisfaction.
- Advanced self-service quality:
Enterprise chatbots can take care of service requests and routine events contributing to a speedier service. Both IT staff and customers receive benefits from chatbots.
- Takes less time on repetitive questions:
For every customer service dilemma, chatbots cannot render an on-the-spot decision. Yet, there is an extensive category of customer service communication that does not require the complexity of an agent’s answer.
- Value optimization:
With self-service, Chatbots can also lessen the value related to handling routine problems.
- 24/7 available support:
Enterprise AI chatbots also enable IT service departments with agents and cost controls to contribute around-the-clock service. This 24/7 service availability also means that resolution and response times are enhanced, as is employee productivity.
- Chatbots can work on multiple channels:
Customer service management within IT companies today is omnichannel. It’s been reported that almost 90% of customers use two or more channels in one single customer service interaction. And their most familiar and friendly channels are phone and emails. Besides, customers are also frequently adopting messaging applications like Facebook Messenger and WhatsApp messaging. Therefore, a lot of distinct places are there where some brands or companies can be available on. You never know which channel will add to the mix in the upcoming years.
Last few words:
Enterprise chatbots powered by AI will not replace human efforts from service management. Customers always enquire whether they can access an agent in a real person to resolve their issues and benefit from that personal touch.
Celebal Technologies brings you the advanced technology of AI-powered chatbots that offer swifter solutions to customers’ issues. They save the time and effort of agents as well as the additional expenses of the organization. Our Enterprise Chatbots are developed on the Microsoft Teams platform, giving you a familiar, easy-to-use, and user-friendly interface. We helped one of the largest private sector banks in India automate their ITSM process using Chatbot that replaced their existing UniDesk based system. We replicated their ITSM workflows on the Microsoft Teams powered Chatbot, allowing their employees better control of ITSM workflows and a one-stop platform for IT support. With our Chatbot, they were able to seamlessly manage 1000+ daily support tickets and enable the IT to support team to contribute more focus towards complicated requests.
To get started with Enterprise chatbots for your organization and achieve business agility, contact us at enterprisesales@celebaltech.com
