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• Accuracy: The usefulness of the answers
the chatbot provides, so you can review
the quality of the responses for each and
every question asked to the chatbot. You
get a report, so you quickly see questions
that are not being addressed properly.
Again, you don’t tend to get that with a
standard search engine.
• Deflection: The number of contacts to
the service desk the chatbot can handle
without human intervention, one of your
main justifications for doing this in the
first place.
• Experience: The average customer
satisfaction scores of this channel
compared to your other channels. Let’s
face it, employee satisfaction should be
the primary KPI for all AI strategies.
Training the chatbot
One thing you must consider is the
bandwidth of your teams and their
availabilities to start to train the chatbot.
This shouldn’t be underestimated. The
chatbot will only be as good as the quality
of training you give it. So, when you research
the different chatbots that are out there, it’s
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worth reviewing how much effort it’s going
to take and ask for a customer reference.
Also, going forward, who in your organisation
will be reviewing the chat Q&As to ensure
you’re providing the best responses? In the
first few weeks, that could be a part-time or
full-time position for someone.
How do you go about defining
your requirements?
So where do you start:
• Review your own resources and
bandwidth to implement and maintain
the chatbot
• Ask your customer base what their
expectations would be
• Involve customer advocates at the
earliest opportunity to help you define
the expectations
• Research each chatbot to see which
provider will suit your services and what
API does it have
• If it’s possible, build the chatbot in line with
your service catalog (Offering by Offering)
and knowledge base (FAQ by FAQ)
If you’d like to learn how an AI chatbot
integration can
transform your
ITSM, watch my
free webinar by
clicking hubs.ly/
H0gyXkV0,
or simply scan this
QR code. n
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