3 Good Reasons to Integrate a Chatbot with Your ITSM Software

The IT support chatbot is designed to offer users a new alternative for handling incidents and service requests, relieving the support center of simple, repetitive tasks. To achieve this, we believe it is essential to couple the IT chatbot to your ITSM tool!

If you need convincing, this is the place!

1. Chatbot and ITSM: ticket creation for real user support?

When a user consults a search engine and/or FAQ to solve a problem, he or she is left to fend for himself or herself and find another solution if the ones proposed are not satisfactory.

The IT support chatbot offers the advantage of providing an end-to-end user experience that functions similarly to a Level 0/1 support technician. Specifically, the IT support chatbot will first attempt to resolve the user’s issue, and if it is unable to do so, it can immediately create a qualified ticket and categorize it within the ITSM software with which it is integrated. This incident will then be handled by a support team technician according to the predefined workflow.

2. Chatbot and ITSM: tracking tickets for maximum responsiveness

For users, every request is considered urgent by default. It is therefore not uncommon for some of them to contact the hotline regularly to check on the status of their request and follow up on their ticket. In such cases, an IT or HR chatbot can provide employees with visibility into the processing time for their request without overwhelming the support team with calls.

3. Chatbot and ITSM :using the data stored in your ITSM

ITSM software, if properly completed, brings together very important information of great value to the user, such as :

• The service catalog: It contains a detailed description of the services that the IT organization can offer its users. As such, it serves as a valuable reference that the IT chatbot must be able to access in order to establish a basic set of skills to offer.
• The Application Directory: Integrating this directory with the IT support chatbot allows the chatbot to improve its understanding by “feeding” it all the application names and their synonyms that users might mention. This also enables the IT chatbot to directly assign the correct application code to tickets.
• FAQ / Known Issues: The effectiveness of the IT support chatbot and the value users perceive from it will depend heavily on its ability to respond to as many requests as possible.

Using this FAQ database can be a very interesting way of boosting the number of skills available to the DSI chatbot, and covering the widest possible perimeter. Of course, it's important to ensure that these FAQs are relevant and in a form that's accessible to end-users.

Which ITSMs can the Wikit support chatbot be coupled with?

The Wikit solution integrates a connector base enabling it to connect to various tools on the market. Here is a non-exhaustive list of solutions already deployed: IWS chatbot, GLPI chatbot, EasyVista chatbot, iTop chatbot, Servicenow chatbot, Pytheas chatbot...

Find out more about our ITSM connectors