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Five Sureshot Use Cases For Conversational IT - How To Get Started Fast With Conversational IT? How To Create Delightful Employee & Customer Experiences(DECx)?

July 25, 2022

Five Sureshot Use Cases For Conversational IT - How To Get Started Fast With Conversational IT? How To Create Delightful Employee & Customer Experiences(DECx)?

Special Bytes With Varada Bhanage, Solution Sales Manager at Vyom Labs - Five Sureshot Use Cases For Conversational IT - How To Get Started Fast With Conversational IT? How To Create Delightful Employee & Customer Experiences(DECx)?


Special Bytes With Varada Bhanage, Solution Sales Manager at Vyom Labs 

Five Sureshot Use Cases For Conversational IT - How To Get Started Fast With Conversational IT? How To Create Delightful Employee & Customer Experiences(DECx)?

Learn and Grow, With AITSM Show!!!

Transcript

Varada Bhanage:

Hello. Welcome back to the AITSM Show. I'm Varada Bhanage, and I work as a Solution Manager at Vyom Labs. In today's special bytes episode, we will discuss five everyday use cases to implement conversational IT for your organization. 

Are you still sitting on the fence about whether to move towards conversational IT or chatbots for your IT services? Here we list the five most common scenarios or use cases; you can implement conversational IT with immense value at the start.

Use Case #1 Dynamic ticket handling

We can start building a simple IT service desk bot, using natural language processing and robotic process automation to create & assign tickets, answer FAQs, and hand over tickets to human agents.

Every day, IT support receives a massive number of ticket requests ranging from requesting a new PC or laptop to updating and changing passwords. IT helpdesk staff spend most of their time handling tickets, categorizing, prioritizing, and assigning tickets.

It is where the need for AI and Automation emerges. After integrating the Bot with the ticket handling function, it automatically classifies tickets to the human agent, depending on the ticket type. It categorizes the tickets based on various factors considering past lessons. ITSM digital agents can transfer the call to a human agent if the intelligent Bot cannot resolve the issue or ticket. It can also provide a complete conversation that has happened to the human agent so far.

Use Case #2 Automated self-service portal

IT tech companies cannot hire more human agents with an increase in routine requests & incidents via system & calls.

Using intelligent bots in self-service support functions decreases calls to the IT help desk or people rushing to the IT desk.

Use Case #3 Password reset

Password reset is the most common ticket, and IT Help Desk teams will spend 24/7 handling these issues.

With conversational IT, the IT helpdesk team can handle low-value tasks like password creations/resets and mechanizes the most common troubleshooting questions, resolution procedures, and actions needed. 

The BOT agents will automatically connect to the back end to set up a temporary password for the employee or user. We can do all these without human agent intervention.

Use Case #4 Automated Approval Workflows

The change approvals & service requests are too common in IT service management. As the services agents get busy resolving other issues based on priority, these tickets will get delayed while waiting for approvals.

In these cases, conversational IT will redefine workflows. The virtual agents will automate the workflow and provide instant approval by notifying all the approvers and alternative approvers.

Use Case #5 Employee or User onboarding or offboarding

Employee or User onboarding or offboarding can be automated using intelligent bots by providing all required resources, guides, and short, actionable steps.

Thanks a lot for listening. I hope it has added value to your goal of delightful employee & customer experiences (DECx) in your IT initiatives. Please give us feedback and let us know what more topics we could add here. If you have loved it, please share it generously. Thanks again. Bye-bye.

Source : https://aitsmcoop.com/article/5-sure-shot-use-cases-where-you-can-use-conversational-it/

P.S – Article curated from AITSM-Q&A discussions. Are you missing out on being part of a thriving community for AITSM(AI & Automation for ITSM) Pros? Join Now.

Varada Bhanage Profile Photo

Varada Bhanage

Solution Sales Manager - BMC ITSM, ITOM, ITPA, RPA & Salesforce at Vyom Labs