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:
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.
By 2020, at least 80% of new enterprise application releases will make reasonably strong use of chatbots for conversational, AI-rich applications” – Gartner.
This Botcore.ai article expands on ten benefits of chatbots in the IT helpdesk environment, namely:
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.
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.
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.