I'm curious if anyone here is currently using a chatbot for handling simple service requests. If so, what kind are you using, and how satisfied are you with its performance? Additionally, I'm interested to know how big your organization is!
6 Answers
I imagine a future where you can have a solid knowledge base for common issues. Like, if someone can't see their network drives, the bot could guide them through checking expired passwords and running scripts. I wouldn't invest in this right now, but it's an interesting concept!
I make good use of ChatGPT for my work! I created templates for Agile stories and ServiceNow forms with it. It's saved me loads of time and keeps everything organized, especially for service requests. My scrum masters are impressed with the results!
That's awesome! Sounds super handy for writing up those requests.
We've developed a chatbot for our system integration team in our SaaS company. It's mainly a knowledge base and implementation tool that we've been testing. One particular system integrator, a niche firm consisting of ex-employees from our company, found it useful and even signed up for a six-month trial, which was a pleasant surprise! We have around 150 employees, and the bot was built by just two of us working part-time over a couple of weeks.
That sounds impressive for a small team! Any specific features that made the integrator choose your bot?
Wow, that’s really cool! What do you think made it appealing to them?
I think chatbots might eventually work for tier 1 tickets, but only if they’re super well-done. Right now, they often need strong links to an organization's knowledge base and a good training protocol for escalation. We’re probably still a few years away from that being a reliable solution.
Yeah, sounds like it needs a lot of fine-tuning before it's really useful.
At my old job, we had some success with bots that function like search engines for knowledge bases. They'd auto-reply in IT tickets using a language model, but it included a disclaimer about the response's accuracy. I don't think having them perform actions is a great idea just yet.
That makes sense! Better to have a human double-check important actions.
From my experience, if the workflows are well understood, they should be automated or simplified through dedicated interfaces. For unknown workflows, how can a bot effectively respond? I would recommend using staff techs to discover and document these workflows. If an LLM is meant to serve as enterprise search with some integration, then it can be effective—just remember it's a search extension, not a magic solution!
That’s a good point. It needs a clear purpose to be effective!
For sure, the potential is there if the knowledge base is strong enough!