//////////////////////////////////////////////////////////////////////////
FEATURE: ITSM
Improving
your ITSM
delivery with
AI chatbots
With Axios Systems introducing
Artificial Intelligence (AI)
chatbot integration capabilities
into its next release, we look
at how chatbots can improve
your overall IT Service
Management (ITSM) efficiency
and productivity. Intelligent
CIO talks to Craig Whytock,
Solutions Consultant, Axios
Systems, about how you can
improve your ITSM delivery
with AI chatbots.
www.intelligentcio.com
W
What is driving the demand for chatbots?
When I chat to my customers, they’re telling me that real-time
engagement is key to delivering a greater experience for their
businesses. They are looking for 24/7 availability, faster ticket resolution
and if possible, an instant response. Adding more agents to the issue is
not a practical solution at all, so we need to look at another option.
According to SDI (Scarlett Bayes, Service Desk Institute, 2018), only 4%
of service desks are using chatbots as a support channel even though,
let’s face it, we’re all very familiar with them on commercial websites
and social so the potential has always been there in terms of users
adopting this particular type of channel. Only 32% of the companies
surveyed by Axios Systems believe that spending on IT would increase in
the next 12 months. So, most service desks are being asked to improve
their performance, but with fewer resources.
What if we can get you to a point where you can eliminate the simple
issues and requests through self-service and full automation capabilities
with a knowledge base that’s presented to your users right at the point
of when they need it? Gartner predicts by 2019, IT service desks using
AI capabilities will free up to 30% of support capacity and by 2020,
55% of all large enterprises will have deployed at least one chatbot in
INTELLIGENTCIO
51