How to Implement a Chatbot for ITSM that Delivers Results

Presented by

Fran Fernandez, Chief Product Officer, Espressive

About this talk

According to a recent Pulse Report on IT Service Management (ITSM) Tool Strategies, 62% of senior decision makers are at the consideration point or above in terms of implementing AI in the form of chatbots for ITSM with the goal of deflecting calls to the help desk, reducing MTTR, and improving the employee self-help experience. While AI is well positioned to enable digital transformation of employee self-help, it can easily turn into a lengthy, expensive, failed proposition. How can you make sure your chatbot implementation will succeed? In this webinar you will learn: • The pros and cons of platforms, tool-kits, searchbots, and pre-built solutions • How NLP plays a role in providing employees with single, clear answers • The criteria that matters most to ensure your AI project will be a success

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Espressive, the pioneer in artificial intelligence (AI) for enterprise service management and redefines how employees get help by delivering exceptional employee experiences. Barista, the company’s virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Amazon Alexa and Google Home, into the workplace. Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 40 to 60%.