Communication and interaction between businesses and their customers underwent a sea change with the advent of Chatbots. Conventional methods of calls, emails, messages are not obsolete yet. But chatbots have substituted them to a great extent.
IT and ITES require recurrent customer support with real-time conversation. Using AI-enabled automation, that job is now easy. In the digital IT environment, all stakeholders look for real-time, engaging communication to solve problems. It is a great experience to get instant remedies and answers from bots rather than logging a service request and waiting for hours.
An intelligent application, a chatbot built on AI, interacts with users, just as humans do. AI, Machine Learning (ML), and Natural Language Processing (NLP) are combined to build a chatbot application. In the IT industry, chatbots are introduced to make everyday jobs simpler, easier, and more efficient.
Automating Workflows
Raising change requests and modifying approvals are common tasks in an IT desk job. What normally happens is that people raise tickets when they want to query information about their assets. These tickets enter a cyclic process of approval and rejections until they resolve. Eventually, the process takes a long time and gets further delayed due to humans’ mistakes.On the other hand, Chatbots are programmed to complete these commands and tasks in a sequential order keeping people out of the workflow. What would take several minutes or hours by conventional means to get done in a jiffy with the help of chatbots? Simply, chat with your enterprise chatbot application, learn about your asset access, apply or revoke asset access, incorporate details, sync them with your assets, and find a lot more information.
HRs and admins can use chatbots to notify employees about their assets’ status. Chatbots have organized how asset management took place, giving HRs and administrators more space to catch up with other work. The development of Chatbot using NLP and ML has improved to such an extent that onboarding and offboarding employees can be done through automated chatbots by allocating just by talking with them. Once chatbots receive the requisite instructions, they produce the expected resources.
Powers Of A Chatbot
Developers are making these chatbots intelligent through successive updates. Improved algorithms, ML, AI, automation, and the implementation of IoT in Chatbots empower them to understand the nature of the request, requester project title, functional area or department, job role, employee number, etc. The need to use a separate application or browse through extensive spreadsheets to find information is diminished as AI-powered chatbots can display the requested information in seconds. A convenient tool for asset management in any IT or ITES organization, these bots can approve the corresponding management to grant access and even automate de-provisioning of access for users.
IT industry stakeholders benefit largely from Chatbots as it helps industry employees, end-users, and agents answer their requests. Volumes of paperwork got replaced with digital tickets in enterprise portals. Now, these are all handled by a smart chatbot.
Chatbots can also perform certain jobs. An exciting instance supporting this finding is that employees can prepare a helpdesk ticket volume report through chatbots. Once the chatbot is programmed with instructions to perform this task, all that needs to be done is to tell the chatbot when to trigger the process. The Chatbot prepares the report and delivers it to the agent instantly, needing no other employees’ intervention.
1. Case Study: Building Appointment Booking Chatbot
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Bots are becoming more advanced with time. They are proactive in notifying agents about any significant event. They also act as messengers who can broadcast messages about asset allocation quite efficiently within an organization.
Usefulness of Chatbots
If asset management is difficult and eats out your precious time, here is how chatbots can help you. This complicated and labor-intensive job took a step up when AI chatbots started doing what humans could do.
Automating asset management or any other IT process that now uses chatbots has received the following benefits.
- Quick gateway to lots of information — Before employees get allocated to projects, they need to educate themselves about the project’s prerequisites. In large-scale organizations, employees find it challenging to procure assets and update the system. AI chatbots rescue this struggle by giving the employee directions to get the right info. Navigate documentation, locate your processes, make changes, query information, and do much more without waiting with chatbots. Internal documentation or knowledge base, a chatbot can help them find answers quickly.
- Chatbots aiding project support — One can discover how to send notifications regarding asset management using chatbots. This automates the otherwise tedious task of sending out alerts to users. For instance, a chatbot can send notifications for multiple tasks, set reminders to follow up with asset allocation, etc.
- The HR companion — For most organizations, a bulk of work rests on the HR’s shoulders. These include informing people of the company regulations, protocols, asset management, etc. Chatbots offer their friendly services to HR. They help employees register themselves with an asset, track asset allocation, asset movement, and asset validity just by asking a few questions in an application.
Thus we can say that the generation of technically inclined people is blessed with the advent of chatbots. One thing can be said for certain that it is not just for customers; it also helps employees conduct their job smoothly.
