How Chatbots will enhance the IT help desk?

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How Chatbots will enhance the IT help desk?
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• Triage Requests
• Chatbot in IT Help desk allows employees to
  request and/or provision IT goods and services
  24/7, regardless of location. For instance, a
  remote sales employee reports that his/her laptop
  is slow and needs to be replaced. The person
  first tries to reach out for a form and then
  calls the service desk but when he/she doesnt
  get through anyone as a last resort, he/she
  reaches out to the chatbot.

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• Password Reset Request
• Password reset is the most common ticket for the
  service desk. Agents spend a lot of time
  resolving this transactional query. With the
  introduction of virtual assistants, password
  resets are easily handled without any manual
  intervention.

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• Provision access
• Chatbots understand the type of request,
  requester job title, department and send approval
  to the respective management to grant access to
  the respective application. Similarly, chatbots
  can automate de-provisioning for users.

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• Answering the FAQs
• Chatbot can be used to answer both tech support
  and end-user questions by integrating seamlessly
  with the Knowledge Bases of your organization
  regardless of format including information
  contained within FAQs, websites, and wikis.

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Enhancing decision making and IT support

• By combining previous data showing the success
  rate of similar situations in the past, the
  chatbot can greatly improve the decision-making
  process of an organization. Prediction of future
  trends in the IT sector can also greatly benefit
  from the use of chatbot in ITSM. It can estimate
  the necessity of the need for IT personnel in the
  future and support according to the requirements
  of the field.
• Now it is perceptible that businesses that want
  to keep on top of customer and employee demands
  and want to provide 24/7, 365 days service for
  routine inquiries will need to overhaul their IT
  service desk by implementing digital assistants
  or chatbots (Enterprise digital Assistants).
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