An IT help desk in most organisations is considered as customer-facing portal for the entire IT department. Any on-boarding, off-boarding, troubleshooting and technical r
An Information technology chatbot is a conversational agent that can understand the IT related queries of the users and present them with the relevant answers in real-time. In case of complex queries, IT bot can handoff the query to the human agent for further assistance.
IT chatbot is full of features, you can collect the important papers from the user via File upload feature, and can verify the users via OTP within chat window, plus share the details to the concerned team in real time. Moreover, you can create multi-turn conversations to smartly pursue business goals.
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Yes, you can.
Yes, you can train IT chatbot in multiple languages.
Yes, you can. In general, Tier 1 queries are the most asked and repeated ones, hence they can be easily automated via IT chatbot. It can answer such queries at any hour of the day, without any human assistance and keep the operations running.
Yes, you can. Conversational commerce is the new talk of the town. You can begin the journey of selling online via conversational interfaces. A chatbot can help you connect with thousands of clients concurrently, answer their queries, and promote a product and services as per their requirement. This personalized experience increases the chances of making a sell while making it easier for the users to find the relevant services in a very short time, without any human assistance.
Out of the total queries of the customers, 80% of them can be solved with troubleshooting. These queries are important but they consume a lot of time for human agents. Answering a troubleshooting query requires a piece of specific information and a set of steps. An IT chatbot can answer such queries of the customers in real-time that too without letting them wait in a queue. Also, after providing them with the right solution, a chatbot can follow up and ask if they are satisfied with the solution. In case, if a user is still facing an issue, then the bot will connect a human agent in the thread for further assistance.
AI based IT chatbot can be a great help to the IT companies. By automating the 80% of the monotonous queries of the customers, you can free up the agents to handle complex ones. A user can raise a ticket at any hour of the day, without waiting in a queue, and get assistance in real-time. This enhances the user experience and also fasten the process of ticket generation without any human intervention. Moreover, IT chatbots can reduce the cost of operations by 3X.
The main applications of the IT chatbot can be termed as: (1) Ticket generation and ticket allocation (2) Automation of repeated queries. (3) Better agent and customer coordination. (4) Get in-depth user analytics. (5) Get user feedback at the end of conversation.
Today IT chatbots are capable of handling 80% of the repeated queries of the users. And with training and advance development, they can successfully tackle more than 90% of the queries without any human intervention. This will ease the human agents to focus on the complex queries of the customers.
Yes, IT chatbot can answer the repeated queries of the users at any hour of the day. And in case it fails to get a proper response and solution to the user query, then it will raise a ticket and send it to the human agent for real-time assistance (as per availability). A user can track the progress on the ticket, and how much time will it take to get the solution. This simplifies the process for customers to get help whenever needed.
Yes, you can collect the feedback from the customers via the IT chatbot. It can start the specific conversation with the users as per their feedback, and in case of a poor rating, the bot can transfer the conversation to the human agent for a quick resolution.
IT companies often need an effective marketing solution for business needs. You can run conversational marketing campaigns via PPC, SMS and Email campaigns, and target the clients based on various attributes such as industry, product preference, urgency, etc. The bot will collect the user details and send them to the sales department in real-time.