How To Integrate A Help Desk Bot Into Your IT Service Management Solution?

Artificial intelligence (AI) is one of the most exciting and rapidly developing technological fields in the 21st century. Through innovative applications like deep neural networks and machine learning, computer programs are able to replicate human speech and decision-making functions. With AI, organizations can automate technical processes and even customer conversations.

Cherwell brings artificial intelligence to the ITSM space with help desk bots that enable IT organizations to automate service delivery, demand fulfillment, and better serve their users with fewer resources. IT organizations can use well-implemented virtual agents or artificial intelligence help desk support services robots to add real value and pay for their operational investments. To stay ahead, it's important to start preparing for the integration of artificial intelligence and ITSM now. Here's how to get started:

What Is A Virtual Agent?

Virtual agent applications recently implemented by IT organizations closely resemble the "chatbot" predecessor. In the past, chatbots could only perform very basic operations, have little conversation with users, and perform very few useful functions. Today's virtual agents are not only more sophisticated in the way they interact with customers and provide useful information, but they also reduce the manual workload and operating costs of IT organizations to perform all their functions on their own. 

Virtual agents perform various functions, but the most important thing is customer service. Today's virtual agents use machine learning to better understand the flow of conversations between agents and customers, and how to respond to requests. Programmers use data and transcripts from past customer service interactions to train virtual agents on how to interact with customers. Organizations can also flag virtual agents, create unique avatars or images to represent them, and schedule them to speak to users in the desired tone or style.

Virtual agents can respond to user requests as well as chat. From a user perspective, this process closely resembles true interaction with a human operator. From an IT organization perspective, virtual agents that facilitate automated service delivery represent reduced manpower and cost savings.

There are several technologies that form the basis of the most advanced virtual agent technology currently available.

Machine Learning

New IT operators must learn about the services they offer with their IT organization before launching services to their customers. Similarly, help desk bots use machine learning to understand the IT organization's customer service processes and how to interpret different types of requirements. Bots can use help desk interaction logs to understand how customer service interactions are structured and customers request specific services.

Understanding Of Natural Language

Virtual agents use a technology called Natural Language Comprehension (NLC) to better understand the intention behind human speech. Interpreting human statements is one of the main challenges of AI programming, especially since human statements are unpredictable and do not always follow certain patterns. Understanding natural language helps virtual agents understand the context of active conversations, better understand and understand requests made by users, and validate those requests before they are completed.

The oldest chatbots were programmed with written responses that can be returned according to specific keywords or phrases. This meant that the user had to say the correct phrase or word to trigger the required feedback from the bot. Today's virtual agents can use much more sophisticated algorithms to understand customers' needs in context and even ask questions to identify those needs before venturing to meet them.

API

IT organizations use APIs to provide virtual agents with virtual back-end systems (Knowledge Base, Service Catalog, Service Manager) to provide users with accurate information and insights and to access the information needed to automate requests for service. Other data, etc.). When a help desk robot receives a query, it can search for answers and additional information in any database it has access to.