Main Uses of Chatbots in IT Service Management

Rattle Tech build IT Service Management (ITSM) chatbots that act as proactive, 24/7 virtual assistants, helping to make the service process less complicated, less labor intensive and more cost-effective.

How can chatbots help your IT staff complete tasks in a fraction of the time, through an easy-to-use, and conversational interface? We at Rattle Tech build IT Service Management chatbot that act as proactive, 24/7 virtual assistants, helping to make the service process less complicated, less labor intensive and more cost-effective.

Below are some of the main roles they perform.

24/7 service availability

Machines and devices can crash or malfunction at all hours of the day. Staffing your support or help desk 24/7 to handle these issues, however, is usually not feasible or cost-effective for the modern enterprise. These issues must still be addressed, however, because they reduce employee productivity and, in many cases, employee satisfaction. Rattle Tech chatbots for ITSM help overcome these staffing and payroll issues. Our chatbots can be used to handle low-value or low-impact tasks, such as password resets or account creations, and to automate common troubleshooting procedures and questions. Your support staff can also receive alerts when level 2 or level 3 tickets are raised, ensuring high-value and high-impact issues are identified and resolved quickly.

Asset management

Keeping track of each user’s assets is a time-consuming and enormous challenge for any organization. Employees frequently make, modify and cancel requests, lack the required management approval, or reject new or replacement devices due to personal preferences. To further complicate this, IT help desks often use standalone tools – or outdated spreadsheets – to track their assets, making information hard to find and often unreliable. Our ITSM chatbots can help your IT department stay up-to-date with new requests, or changes to existing requests, by delivering helpful and actionable alerts. Your staff can even use our bots to quickly and easily check inventory levels and fulfill asset requests.

User self-service

Users expect their technical issues to be resolved quickly and accurately. Your IT staff, however, loses an enormous amount of time manually investigating and resolving the same issue again and again. Plus, they often have to delay resolving these requests so they can focus on higher priority business projects, increasing employee frustration and lowering productivity. Our ITSM chatbot empowers users to complete simple tasks without the need for live support, ensuring they get the help they need when they need it, resolving most routine and low-value tickets, and reducing overall help desk costs.

Knowledge management

IT help desks often lack immediate access to the information they need to identify technical issues and to effectively resolve them. Our chatbots can be used to answer both tech support and end-user questions by integrating seamlessly with your knowledge bases – regardless of format – including information contained within FAQs, websites, and wikis. Our platform can also help IT service desks identify trends and address underlying causes by providing comprehensive bot and user analytics, allowing you to prevent future incidents, do less work, and increase user satisfaction.

It is now clear that businesses that want to keep on top of customer and employee demands and want to provide 24/7, 365 days service for routine inquiries will need to overhaul their IT service desk by implementing digital assistants or chatbots.

Rattle Tech is Technology firm that focuses on Cloud, IOT Development Mobile solutions to help improve efficiencies for our customers.