Service desks increasingly lean on chatbot technology to help automate and improve customer support. The trend has surfaced in the IT service provider & MSP software market, where SupportBot -- which supports PSA tools like Datto (Autotask) and ConnectWise (Manage) released a ‘Slack-like’ chat room allows all team members to communicate in one place with customers, each other and directly with SupportBot.Similar developments are unfolding in the enterprise and midmarket sectors, where ServiceNow earlier this year announced a conversational bot technology dubbed “Virtual Agent.” The company claims it is designed to improve customer and employee experiences by getting work completed quickly through more natural interactions and real-time automated resolution.IT: Improve employee experience with common help desk requests such as automating password resets, creating an incident, processing approvals and checking outages, the company says. HR: Make it easier for employees to get answers or submit requests such as a leave of absence, research pay discrepancies, check status and update their profile, the company asserts. Customer Service: Increase customer satisfaction and improve agent efficiency when customers can create cases for products or orders and check product status through virtual agents, the company adds. The platform will also allow you to create your own virtual agent service conversations with a drag-and-drop interface and little-to-no development time, ServiceNow claims. Organizations can use these custom conversations within third-party messaging services, including web, mobile and apps like Microsoft Teams and Slack.
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ServiceNow Chatbot Service Desk: What Is It?

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