What Should the Chatbot IT Helpdesk Software Offer to Enterprises?

Enterprises are increasingly using helpdesk software to relieve their support staff of excess work pressure and enhance the self-support system for their other employees. From having an internal ticket system to sharing the workload of the IT and HR support teams and providing round the clock assistance to employees, the software comes with various features. 

The IT helpdesk software has been specifically designed for the ever-working IT department. We know just how many issues the IT department has to handle day in and day out. They also have to handle the various problems or issues employees face at work. It could be as simple as a printer that is not responding or something like a crashed OS that could take a while to retrieve. 

Over time, the workload increases, and the support staff doesn’t have enough time to complete their actual job. They also have to maintain a record of every single query or complaint received from each employee. In such instances, technology comes to the rescue of the support team. 

The Chatbot IT Helpdesk Software takes over the task of interacting with employees, generating tickets, keeping records, etc. The AI-based software is not a regular chatbot that provides only pre-defined answers to a list of questions. It is an advanced chatbot that is capable of understanding what an employee says and providing a feasible solution. The following are some of the aspects handled by the software. 

• In-built Ticket Management System 

The ticketing system is integrated with the virtual assistant (chatbot) so that the tickets are automatically generated and processed. If the issue cannot be resolved by the chatbot, the ticket will be routed directly to the L2 service agent who is responsible for the job. This will save time for the L1 agents who have to otherwise generate a ticket, gather the details, process the request, and then forward it to the next department. Once the issue is resolved, the ticket is closed, and the details are updated to the database by the software. 

• Knowledge Management System 

The software creates a central database with answers to recurring questions. When an employee asks for information, the chatbot will share the related details from the database. It doesn’t have to search for information throughout the enterprise every single time. The employee will also know where to find the required details and will do it on their own the next time. 

• Assisting the Support Team 

We can simply say that the helpdesk software reduces half the work for the support team by handling the recurring tasks. The L1 agents do not have to spend all day to manage tickets and maintain records. They can focus on their core job and be more productive at work. Also, if any of the agents were to leave the enterprise, there will be no immediate need to replace the person. The software will work as a replacement. 

That said, the agents will still have control over the system. They can override the orders of the software and reroute the tickets to other departments or agents if required. 

• Multiple Channel Deployment 

The software can be integrated with various channels and communication platforms. The chatbot can be added to Microsoft Office or Slack, where it will serve as a virtual assistant. It will send notifications/ reminders and provide access to information if the employee is approved for it. The chatbot is both a personal assistant and a team member at times. 

• Live Chat Round the Clock 

The software doesn’t feel any fatigue. It is always online and ready to help whoever contacts it through the live chat. It provides real-time and personalized solutions to employees’ queries and complaints. The chatbot can interact with multiple employees on multiple channels at the same time. In short, it will be doing the job of a handful of L1 agents without feeling tired or growing weary.

• Self Learning Ability 

The Chatbot It Helpdesk Software is capable of learning and improving itself. It takes feedback from employees and uses the feedback to prevent making the same mistake it has made earlier. If a certain solution did not work for an employee, the software will remember this. It will not offer the same solution the next time. The AI-based technology of the software makes sure that it is constantly evolving and improving itself. 

Enterprises of any volume can use this software. It has been found that businesses have been able to cut down the rerouting of tickets by around 50% after using the software. The time taken to resolve each ticket has also been reduced by 3-5 minutes. This has led to an overall increase in the return on investment. Enterprises can contact the chatbot software provider company and request a demo.