Webinar: Improve your ITSM delivery with AI Chatbots
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The document discusses the integration of AI chatbots in IT Service Management (ITSM) to improve service delivery. It covers current trends such as shifting left with digital transformation, the significance of a well-maintained CMDB, and the expansion of automation across operations. Additionally, it highlights metrics for evaluating chatbot performance and offers insights into user adoption strategies.
Webinar: Improve your ITSM delivery with AI Chatbots
- 1. © Axios Systems PLC 2019 Slide 1 Axios Systems Improve your ITSM delivery with AI Chatbots – Don’t be afraid, we can ‘assyst’ you! Craig Whytock Solutions Consultant
- 2. © Axios Systems PLC 2019 Slide 2 • Current AI Chatbot trends in the ITSM industry • Shift Left with Digital Transformation • The importance of a well-maintained CMDB and Knowledge Management • How to expand the scope of automation across operations • Use case - assyst’s AI Chatbot Integration • The sky’s the limit • Chatbot KPI’s • Effort Versus Reward • Q&A
- 3. © Axios Systems PLC 2019 Slide 3
- 4. © Axios Systems PLC 2019 Slide 4 SDI Survey Results
- 5. © Axios Systems PLC 2019 Slide 5 99% AI Chat Resolution 4% 32% Remedial Action Interaction Vs Resource Target Simple Issues and Requests Self-Service Automation KB Vacuum Chatbot Support Channel Increase in IT SpendFailure Prediction AI Chatbots Trends
- 6. © Axios Systems PLC 2019 Slide 7 Where to start?
- 7. © Axios Systems PLC 2019 Slide 8 Self-Service one stop shop Home Page Skinning for custom colors, icons and logos increases end user familiarity Providing one stop shop for all Services -- even Non-IT Services – increases user adoption
- 8. © Axios Systems PLC 2019 Slide 9 Deflect calls by providing a friendly knowledgebase Browse by topic or Search for quick access Usage, Hit Counts and Feedback for Metrics and Continuous Improvement
- 9. © Axios Systems PLC 2019 Slide 10 Powerful knowledgebase to deflect inbound calls User feedback helps to keep knowledge useful and up to date Contextual on screen guidance & related FAQs help the user at each step Images, videos, links and more, all available for user friendly content
- 10. © Axios Systems PLC 2019 Slide 11 Intuitive & Familiar Online User Experience Easily show costs and add-on options for fiscal awareness Drill down into the details and easily see updates and progress
- 11. © Axios Systems PLC 2019 Slide 12 Integrated Chat capabilities for a simplified user experience End User can initiate Chat Session for Help on Demand Agents can log directly from the chat session for increased efficiency
- 12. © Axios Systems PLC 2019 Slide 13 Next Version 11 Chatbot Integration
- 13. © Axios Systems PLC 2019 Slide 15
- 14. © Axios Systems PLC 2019 Slide 16 AI and Chatbots
- 15. © Axios Systems PLC 2019 Slide 17
- 16. © Axios Systems PLC 2019 Slide 18 What type of Knowledge Articles? assyst Knowledge Procedures or Links Links to Service Catalog or FAQ’s SharePoint Files Intranet Pages Video’s Tutorials
- 17. © Axios Systems PLC 2019 Slide 19
- 18. © Axios Systems PLC 2019 Slide 21 assyst Chatbot Demo
- 19. © Axios Systems PLC 2019 Slide 22 assyst Chatbot Demo
- 20. © Axios Systems PLC 2019 Slide 23 assyst Chatbot Demo
- 21. © Axios Systems PLC 2019 Slide 24 assyst Chatbot Demo
- 22. © Axios Systems PLC 2019 Slide 25 assyst Chatbot Demo
- 23. © Axios Systems PLC 2019 Slide 26 assyst Chatbot Demo
- 24. © Axios Systems PLC 2019 Slide 27 assyst Chatbot Demo
- 25. © Axios Systems PLC 2019 Slide 28 assyst Chatbot Demo
- 26. © Axios Systems PLC 2019 Slide 29 assyst Chatbot Demo
- 27. © Axios Systems PLC 2019 Slide 31 The sky’s the limit • Point your users directly into your Service Catalog • Link directly into your user FAQ’s • Provide step by step user instructions • Automate actions like a Password Reset • Automate access Provisioning/ De- provisioning
- 28. © Axios Systems PLC 2019 Slide 32How to expand the scope of automation across operations ITSM chatbot use cases
- 29. © Axios Systems PLC 2019 Slide 33 How to expand the scope of automation across operations ITSM chatbot use cases Filtering by Discontinued, Relationship Type, Criticality Info Zone of Affected Users, Events, Configuration by Asset
- 30. © Axios Systems PLC 2019 Slide 34 Chatbot Benefits
- 31. © Axios Systems PLC 2019 Slide 35 Monitoring Performance 4.3 2.5 3.5 4.5 0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5 KPI 1 KPI 2 KPI 3 KPI 4 Chatbot KPIs COVERAGE ACCURACY DEFLECTION EXPERIENCE
- 32. © Axios Systems PLC 2019 Slide 36 Effort Versus Reward
- 33. © Axios Systems PLC 2019 Slide 37 Positive Failures / Circuit Breakers - What happens if the Chatbot can’t answer a question? - How long before you pass across to an real agent? - Will the Agent have access to the previous dialog?
- 34. © Axios Systems PLC 2019 Slide 38 5 Research each Chatbot Service Catalog Knowledge FAQ’s Review Resources 1 Involve Customer Advocates `2 `3 `4 Your First Steps 5
- 35. © Axios Systems PLC 2019 Slide 39 Over 20 years on the ITSM Magic Quadrant Established in 1988 & Privately Owned Over 250 staff in 21 Countries +350 Global Customers Award Winning SaaS & On- Premise Solution 100% Focus on ITSM, ITOM & EMS Continuous Investment in customer driven R&D. Consistent Organic Growth Champions in Enterprise Software Vendor Landscape 1st in 5 Categories Enterprise SaaS ITSM Vendors 1st Vendor in the world to achieve all 16 processes
- 36. © Axios Systems PLC 2019 Slide 40 Thank you for attending Questions? Axios Systems: www.axiossystems.com linkedin.com/company /axios-systems/ @Axios_Systems info.axiossystems.com/blog Contact us https://www.axiossystems.com/contact-us
- 37. © Axios Systems PLC 2019 Slide 41 ▪ https://www.servicedeskinstitute.com/2018/01/12/10-tips-chatbot-success/ ▪ https://blog-kore-ai.cdn.ampproject.org/c/s/blog.kore.ai/how-conversational-ai-is-driving-the-future-of-it-service- management?hs_amp=true ▪ https://resourcecenter.sunviewsoftware.com/artificial-intelligence-ai/ebook-service-smart-technology-features- overview-guide?utm_content=78381410&utm_medium=social&utm_source=linkedin ▪ https://botcore.ai/blog/ai-will-impact-service-management/ ▪ https://searchcio.techtarget.com/tip/10-ways-to-use-machine-learning-and-AI-in-ITSM-to-improve-processes ▪ https://itsm.tools/2018/02/22/is-your-it-support-chatbots-weakest-link-your-people/ ▪ https://automationedge.com/transforming-enterprise-service-management-with-cognitive-technologies/ ▪ https://itsm.tools/2018/07/03/20-tips-creating-itsm-future/ ▪ https://botcore.ai/blog/chatbots-can-help-helpdesk-teams-hit-sla-target/ ▪ https://www.forbes.com/sites/forbestechcouncil/2018/11/07/how-ai-powered-chatbots-optimize-content- delivery/amp/ ▪ https://blogs.microsoft.com/blog/2018/11/14/microsoft-introduces-guidelines-for-developing-responsible- conversational-ai/?utm_source=elevate&utm_campaign=52557177&_lrsc=d3a6f737-6ddb-4e5e-b10d- 5dc3d4febff0