Everything You Need To Know About It Chatbots In 2023

It goes without saying that the way we communicate in a professional environment has seen a huge change over the past two-three years. Advanced technologies like conversational AI and machine learning (ML) have seeped into the communication sector, and its popular component, the IT chatbot, has taken over how companies communicate with their customers and employees. According to ServiceBell, when chatbots are used, communication done by live agents can be lowered on average to 70%, with chatbots handling 30% of user interactions. Chatbots are software applications that copy intelligible human conversations with actual human beings and help them solve their queries and other related issues. The jobs that chatbots can range from responding to uncomplicated inquiries, to evolving and learning over time to provide more personalized service.  

Want to know more about IT chatbots? This article will be a deep dive into how chatbots function in the IT industry, and how they can help you run an efficient company in 2023-

What Is An IT Chatbot And How Does It Works?

An IT chatbot is specifically designed to help employees with IT-related tasks with the power of conversational AI and NLP. Chatbots are software programs that use artificial intelligence (AI) to conduct conversations with human users through a chat interface. IT chatbots are typically integrated into a company's IT service management (ITSM) system and can be accessed by employees through a chat interface. When an employee has an IT-related question or issue, they can ask the chatbot for help, and the chatbot will respond with the appropriate information or assistance.  

These chatbots are typically integrated with collaborative tools like MS Teams or Slack and services, such as databases, ticketing systems, and monitoring tools, to provide users with quick and easy access to information and assistance. Since, these AI-powered IT chatbots can understand natural language inputs from users, such as questions and requests, and provide appropriate responses or actions based on pre-defined rules and algorithms, they will respond to the employees' queries right within the collaborative platforms (which they are integrated with).

The way that an IT chatbot works depends on the specific implementation, but generally, it involves the following steps:  

• Employees initiate a conversation with the chatbot through a chat interface, such as a messaging app or website.
  
  
• The chatbot uses natural language processing (NLP) techniques to understand the user's request or question.
  
  
• The chatbot accesses a database of information or knowledge base to find the appropriate response or solution to the user's issue.
  
  
• The chatbot provides the user with the information or assistance they need, either by displaying the information on the screen or by providing step-by-step instructions.
  
  
• Employees can continue the conversation with the chatbot, asking follow-up questions or providing additional information as needed. 
  
  

Why Do Traditional Chatbots Fail?

Traditional chatbots often fail because they are not able to understand the natural human language very well. This means that they may not be able to understand what a person is saying to them, or they may not be able to respond in a way that makes sense in the context of the conversation.

Additionally, traditional chatbots may not be able to hold a conversation for very long or provide very useful answers, which can make them frustrating for people to use.

In order to resolve this, the corporate world has switched to smart and modern IT chatbots that deliver the right employee support at the right time.

Read More: Traditional Service Desks Are A Failure in 2023

What Are IT Helpdesk Chatbots?

When your employees get the right and personalized employee support, they will perform better. This will boost work productivity as well as business ROI. IT helpdesk chatbots are your employee’s AI assistants which answer all their basic FAQs in their day-to-day professional life, solve support tasks like password resets, installing new software, automating desktop tasks etc. and also help fast forward HR tasks like assigning employee holidays, informing employees about promotions and incentives etc. These chatbots are also typically used in the context of IT support to provide quick and efficient help to employees who are experiencing problems with their computer systems or other technology.

Why IT Chatbots Are Best Bet For IT support?

Here is why chatbots are the best bet for IT support.  

• Employees can get scheduled information concerning asset substitution, system upgrades, ticket status, etc. via the IT helpdesk chatbot. These jobs require a lot of time to execute in a major corporation.
  
  
• The bot can attend to persistent issues and direct employees to helpful professional resources that can assist employees when necessary.
  
  
• Employees can devote minimal effort bothering and waiting for the IT assistance when assistance is readily accessible on the go. As a consequence, they have so much more precious hours left for important work in the office.
  
  
• Chatbots are available 24/7, so they can provide support to users at any time of the day or night. This is particularly useful for users who are working in different time zones or for organizations that have a global presence.
  
  
• They can provide support to multiple users simultaneously, which means that they can handle a high volume of requests without any delay. 
  
  

Why IT Chatbots Are Important For Organizations?

IT chatbots are important for organizations because they can help improve employee support, reduce the workload on IT support staff, and increase efficiency. Chatbots can provide instant answers to common questions and help users troubleshoot problems, which can save time and improve the user experience. Additionally, chatbots can be accessed 24/7, so they can provide support to customers and employees outside of regular business hours. This can be especially useful for organizations that have customers or employees in different time zones. Overall, IT chatbots can help organizations improve their customer service, reduce costs, and increase productivity.

Difference Between IT Chatbots And Virtual Assistants?

The main difference between IT chatbots and virtual assistants is the scope of their capabilities and the tasks they are designed to perform. IT chatbots are specifically tailored to assist with IT-related tasks, such as providing information about system performance or troubleshooting technical issues. Virtual assistants , on the other hand, are more general-purpose and can assist with a wider range of tasks, such as scheduling meetings, making reservations, and providing information on a variety of topics. Additionally, virtual assistants are often designed to be more conversational and have a more human-like personality, while IT chatbots are typically more focused on providing functional assistance and support.  

IT Chatbot Use case

• Research conducted by Gartner, by 2022, 70% of white-collar employees have started engaging with chatbots daily.
  
  
• An IT chatbot is to provide 24/7 support to users who need assistance with IT-related issues.
  
  
• The chatbot could be integrated with a ticketing system and other tools and services to allow users to easily report issues and get answers to their questions.
  
  For example, a user could ask the chatbot "How do I reset my password?" and the chatbot could provide them with the necessary steps or direct them to the appropriate resources.
  
  
• Additionally, the chatbot could proactively monitor systems for potential issues and alert users if it detects any problems, such as a security threat or performance degradation. This could help to improve the efficiency and effectiveness of the IT support team, allowing them to focus on more complex tasks. 
  
  

Why Are Chatbots The Future? Will Chatbots Replace Human?

Needless to say, AI-powered chatbots will revolutionize the future of workplaces. With IT helpdesk chatbots, employees can avail quick resolution to their professional issues without the need to consult a team leader every time they face a problem. It also helps them waste less time on things that aren’t on the top of their priority list. Research conducted by Juniper Research stated that in 2022, 75-90% of queries were handled by chatbots.

When it comes to customers, many prefer to use chatbots because they can get immediate answers to their questions, and they don't have to wait on hold for a customer service representative. In addition, chatbots can handle a large volume of requests simultaneously, so they are able to provide a high level of service without getting overwhelmed.

With IT chatbots employees will get quick resolution to their professional issues without the need to consult a team leader every time they face a problem. It also helps them waste less time on things that aren’t on the top of their priority list. But the human creativity and innovation are values that cannot be a part of chatbots. It is unlikely that chatbots will replace humans completely. While chatbots are able to automate certain tasks and provide quick and efficient assistance to users, they are not capable of the same level of creativity, problem-solving, and critical thinking as humans. Chatbots are likely to be used in conjunction with humans to augment and support their work, rather than replacing them altogether.

Is Rezolve.ai The Best IT Chatbot?

Rezolve.ai is a conversational IT chatbot integrated within MS Teams to deliver contextual and personalized support to the employees in less than 10 seconds and drive up self-service and high levels of auto-resolution. Using cutting-edge technologies like conversational AI and Machine Learning (ML) Rezolve.ai smart IT chatbot focuses on enhancing employee experience and support right within collaborative platforms. Rezolve.ai deliver personalized support by auto-resolving their IT-related queries, streamlining time-consuming manual IT-related tasks and processes such as configuring laptops, installing new software, checking VPN connectivity, automating desktops, routing employee tickets and configuring workflows etc just a click away.

Conclusion

IT helpdesk chatbots are the future of company communication. With joint interaction between IT chatbots and skilled human beings, a company’s productivity and ROI can be enhanced, helping to build an effective and efficient professional environment.

As a conclusion, we at Rezolve.ai suggest that it's always safe to predict that 2023 will be the best year for companies to invest in a robust IT chatbot. It is also expected that the company will create more opportunities for innovation, and more jobs will be created in the customer experience sector. If you are ready to revolutionize your employee support and experience, IT chatbot is your best bet in the industry!