What are the key factors to consider before implementing Conversational IT for your IT Help Desk?

What are the key factors to consider before implementing Conversational IT for your IT Help Desk?

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Detailed analysis your Incidents, Service Requests, Problems, & Changes which gives better idea about use cases that are potential for conversational IT(Bots) use cases.

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1. Data, Data, Data: When deploying conversational IT, ensure the engine behind has access to the organized data from different sources or preferably from a tool:

  • Interaction history
  • Voice/text transcripts
  • Knowledge Management Database(KMDB) and so on.

2. Integration with existing applications and systems: Via some interface, it should connect well to the existing applications and systems(Legacy or new)

3. Start Small and Pivot Early: Make the first implementation small and focused like password resets the most common request. Once we learn and create building blocks of a small end-to-end process and learned various lessons, early, we can proceed ahead for complex flows like dynamic assignment and flow, and if we observe something not working, we can pivot.

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