COMPANY

The Engineering, Procurement, and Construction (EPC) company was established in 1945 and has since become a leader in managing complex projects in key infrastructure sectors such as power, oil & gas, transportation, and water. The company has a global presence, with more than 9,000 diverse professionals spread across 25 countries.

Their diverse portfolio includes building power plants, oil and gas refineries, transportation systems, water treatment plants, and other critical infrastructure.

PROBLEM STATEMENT

Adoption rates for IT help desk chatbots are influenced by multiple factors, including the size of the organization, the type of industry it operates in, the level of investment in ITSM chatbot technology, and the willingness to embrace new and innovative solutions. Additionally, the chatbot’s ability to handle efficiently and resolve common IT issues, its ease of use and its integration with existing systems can also impact its adoption rate within an organization.

There are several reasons why these Chatbots often suffer low adoption:

Limited functionality leading to poor user experience: Text-based interactions are limited to responding to customer queries through text, directing them to knowledge-base articles, or connecting them to a live agent. This results in a lackluster user experience due to the limitations in their functionality. 

Challenges in Assisting Offline Users:  Conventional chatbots rely on a functioning internet connection to provide support through cloud-based applications accessible through browsers or mobile/desktop applications. As a result, they are unable to assist users experiencing internet connectivity issues.

Cost of Implementing and maintaining Chatbots: When considering an IT help desk chatbot, development costs can range from $50,000 to $200,000, with hourly IT service rates and infrastructure costs between $5,000 and $50,000 per year. Maintenance and support expenses can also range from $5,000 to $20,000 per year. Take into account these expenses when deciding to implement an enterprise chatbot for your IT help desk.

ADOPTING INTELLIGENT REMEDIATION CHATBOTS

1. Anakage’s Intelligent Remediation Chatbot

Anakage’s Intelligent Remediation Chatbot provides a cost-effective and straightforward solution through. The It Helpdesk chatbot is fully integrated into the platform, eliminating the need for separate training, administration, or deployment. With its automatic updates for new solutions, the administration process is streamlined and made even easier.

2. Effective remediation

These intelligent IT Help desk chatbots are pre-trained on millions of tickets and can resolve a range of issues including those requiring remote support, in-app guidance, and even connectivity problems like WiFi or LAN disruptions via an offline app sitting on users’ machines.

Anakage’s Intelligent Remediation Chatbot offers tailored resolution capabilities to meet the unique needs of each organization. With the potential to effectively address up to 50% of annual IT Help desk tickets, it optimizes IT processes and maximizes efficiency, providing a valuable solution for streamlining IT operations.

3. Overcoming adoption challenges

One of the most effective strategies is to provide in-application prompts within Teams or on the desktop to offer users immediate assistance when they submit ITSM tickets. This enhances the overall end-user experience and encourages greater adoption and learning more.

Moreover, the offline functionality of the IT Helpdesk chatbot allows users to access resolution capabilities even when they are not connected to the internet. This ensures that support is always available, even in the face of connectivity, browser, or system performance issues.

Additionally, when the device is back online, all interaction data is transmitted to the dashboard, providing administrators with valuable insights and metrics related to the chatbot’s performance.

[ Also Read: Scripting is not automation – Best practices for your Automation/AI in IT ]

IMPACT

Did you know that IT helpdesk engineers spend an average of 15 hours per week resolving user tickets? This not only results in a loss of productivity but also causes frustration for users who have to wait hours for resolution.

-With the new support chatbot, users can now self-help themselves, essentially decreasing the load on Help desk engineers. Along with saving hours of engineers’ time, it also eliminated hours of user wait time between raising the ticket and getting help, replacing hours of resolution time with minutes.

-By reducing the dependency on multiple IT tools like remote control, scripting languages, and long KB articles, it’s possible to decrease overall IT overhead. This can result in more efficient and user-friendly support, leading to higher adoption rates.

–Lowering the cost of ownership, eliminating the dependency on a separate deployment, and enabling access to all the self-help capabilities of the platform, results in an improved ROI.

SUMMARY

“Excellence is not a destination; it is a continuous journey that never ends.” -Brian Tracy

With decreased ownership costs and increased adoption using multi-tool digital workplace, there is always room for improvement, and continuous improvement is one of the key advantages of Intelligent Remediation IT helpdesk Chatbots.

Building Custom Resolutions

Organizations can improve their platform by regularly reviewing it for opportunities for improvement. This can enhance the chatbot’s capabilities and effectiveness. Doing this analysis regularly, either quarterly or annually can ensure its continued success.

Integrating Chatbot with ITSM: Being intelligent remediation The helpdesk assistant features ITSM integration, simplifying the ticket creation process for users. No training is required; users can raise tickets through the chatbot with ease. Improving the support experience, learn more.

Getting help with common knowledge

The chatbot’s capabilities go beyond providing support for technical issues. It can also assist users with their everyday tasks, such as locating holiday calendars, accessing newsletters, important platform links, directories, common documents, and more. The chatbot can be trained to support these functions, streamlining the user experience and reducing the time and effort required to complete routine tasks.

Watch the video to get an insight into how the IT help desk works when integrated with Microsoft Teams.

Anakage’s Intelligent Remediation Chatbot offers immediate assistance to resolve a range of IT issues. It decreases the workload on Help Desk engineers, reduces IT overhead, and improves support with higher adoption rates. With pre-training on millions of tickets and integration with ITSM, it’s a user-friendly and efficient support solution. Contact us today to learn more and enhance its capabilities.