A Configuration Management Database, or CMDB, is a tool used to store a variety of information related to IT services and assets. It is a critical component of a successful IT infrastructure, and its accuracy and maintenance are essential for providing a good user experience. However, their complexity can make it difficult to keep CMDBs […]
Chatbots are transforming the business landscape in many ways, but one of the most compelling use cases is in IT support. It should come as no surprise that IT helpdesks are busier than ever in a digital-first world. According to Gartner, up to 40% of a service desk’s call volume is just password resets. And […]
Using chatbots in HR departments has increased in the recent years, with advancements in AI and machine learning, chatbots can handle a variety of tasks, from recruiting, onboarding, to employee engagement. We will discuss how chatbots are helping HR departments to streamline their processes and how they are changing the way teams communicate, and the […]
One of the world’s first chatbots was created in 1966 called Eliza. However, it wasn’t until much later that chatbots became essential tools for consumers, businesses, and entire industries. The chatbots of the past were janky, awkward solutions that often provided more frustration than the utility. But things couldn’t be more different today. Advancements in artificial […]
Feedback is one of the most important, most valuable things a business can receive. Why is it so important to understand customer sentiment, and what should we use it for?
Our previous article touched on how having a well implemented chatbot solution can work wonders for Service Desks, reducing pressures and freeing up valuable time for staff. In this article we shift our focus, looking at the impact of chatbots from the customer’s side.
In the quest for greater efficiency and a more satisfactory service for users, chatbots are fast becoming a great way of reducing pressure on Service Desks, freeing up valuable time and responding to users needs quickly.
Preparedness, innovation and adaptability have been key for organisations the world over in the past 12 months. What can be done to improve our agility and approach to change and unpredictability?
How will chatbots change the way IT Service Desks provide support to users?
Well, that was unusual. 2020 is a year none of us will forget. In this blog, we’ll give you our take, looking at the challenges and opportunities of the last 12 months.