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Chatbots for Service Management (ITSM)

Learn how to build chatbots for ITSM use cases

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chatbots for ITSM
The Big Idea
Managing IT is an increasingly complex job. To keep the services running, assets secure and users informed is key. New technologies, though are making it easier and cost effective. 

Smart Chatbots are at the forefront of helping IT support functions scale. New age employees including millennials and Generation Z find them convenient. This helps push for self service. Companies have even deployed them for helping the tech team. Uses also include notifications for key changes and especially outage alerts. With faster support all around, chatbots further help with the increased productivity charter. Key capabilities addressed via chatbots include: 

- 24x7 Service & Support availability 
- Outage Alerts
- Automation of common tasks 
- Knowledge Management
30%
Reduction in operational costs with use of Chatbots
67%
of customers used chatbots last year for Support
Features
NLP
Natural Language Processing
live chat integration
Live chat 
integration
Integration Hub 
file upload
File Upload 
JSON APIs
JSON APIs 
hybrid deployment
Hybrid Deployment
Benefits
Knowledge Management 
FAQs
Access Technical Articles
Release Updates
Asset management
Automate User Requests Handling
Track Prior Allocations
Automated Triaging & Approvals for Exceptions
Issue Management
Provide Basic Support Responses
Automate Ticket Creation
Ticket Status Tracking & Updates
Alerts and notifications
System Update Notifications
Downtime Alerts & Notifications
Templates