What are the key factors to consider before implementing Conversational IT for your IT Help Desk?
Detailed analysis your Incidents, Service Requests, Problems, & Changes which gives better idea about use cases that are potential for conversational IT(Bots) use cases.
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.