Service Desk Chatbots Rely on Quality Support Knowledge

by Markos Symeonides, on 08-Jul-2020 14:30:00


Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacity...if you have the right knowledge for it to tap into.

Chatbots have become an expected channel for ecommerce websites, with over half of people saying they would use a chatbot instead of waiting to speak to a human being if it would save them time (Source: Usabilla).

The same trend applies to IT support: a service desk chatbot is now an expected omnichannel support option for IT customers seeking access to services, help, and information.

What is a chatbot?

A chatbot is an automated, 24x7 first contact support capability that can handle simple issues and requests, including the provision of answers to employee questions. This can be text-based chat or voice-based (such as Amazon's Alexa).  It can take the form of a standalone capability, or one that’s embedded into an existing system or service, like Microsoft Teams. This means that a chatbot can be deployed to where the work happens, making it much quicker for end users to access without switching to another system. 


How a Chatbots Works

A chatbot need two main capabilities to work: The ability to understand the user's question or request, and the knowledge of what information or action to respond with.

The ability to interpret human language is handled by Natural Language Understanding (NLU) software such as Microsoft LUIS. This translates the user input into something that the bot can understand and respond to, usually by referring to a knowledge base to find a best-match solution.

Chatbots Need Data to Operate

Back in 2017, Gartner predicted that 99% of AI initiatives in ITSM would fail due to lack of an established knowledge management function. Just like people, chatbots need knowledge to be able to answer questions and take actions.

A service desk chatbot needs service and support knowledge to operate. This means your chatbot will need to connect to a knowledge source before it is capable of handling any user queries.

assyst integrates with over 100 third-party chatbot engines, including Microsoft Bot Framework so that the chatbot can easily connect into the assyst Knowledge Management Database (KMDB).


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Topics:Knowledge ManagementService DeskAIChatbot


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