80% of repetitive IT support issues can be automated
Workativ helps you automate your employee IT issues and service requests with Gen AI based IT Helpdesk Chatbot combined with IT workflow automation.
Using our no-code bot platform, you can easily add, remove, or optimze support topics for chatbot based on your requirement in minutes.
Go digital with IT Helpdesk Chatbot to deliver employee support - faster, smarter, and easier.
You can create a new bot or download pre-built IT Helpdesk Bot from marketplace.
Overall: Very positive experience. We are able to grow the bot based on our internal needs. The cost and support can’t be beat for all the features the tool provides
Pros: It just seems to work out of the box. If you have a decent outline of the needs the bot needs to fill it is really straightforward to set up and test. Their deployment team offers insight on where to focus time and provides resources to go to quickly resolve questions on your own. Truly self service.
Cons: No complaints right now - when we have had issues they respond quickly with a plan and their follow through is excellent
Reasons for Choosing Workativ Assistant: Cost and the willingness of Workativ to answer questions and ensure our internal business requirements were being met.
Also available CRM, Expense Management, Document Management, Project Management, Email Management, SMS Management, Notifications, and Collaboration Apps.
AES 256 bit encryption with 1,024-bit key-strength for data at Rest and TLS encryption for data in transit.
Workativ implements role-based access through IAM that enforces segregation of duties, two-factor authentication, and end-to-end audit trails, ensuring access is in accordance with security policy.
Information Security Management System ISO/IEC 27001:2013 Certified Company
An IT helpdesk chatbot powered by Gen AI uses large language models (LLM) to understand the intent and context of your query. It processes the input and generates contextually accurate responses using Generative AI. The chatbot leverages an extensive knowledge base and follows a pre-configured conversation flow, dynamically adapting to each interaction to provide faster, more efficient solutions for your support needs.
An IT helpdesk chatbot has the following benefits for your support team:
Yes, IT helpdesk chatbots can provide assistance 24/7. You can configure them to provide automated responses where most use cases are handled through appropriate workflows. Moreover, if the chatbot can’t resolve a query, agent handover to a live agent can be done in real-time. This enables quicker response time.
An IT helpdesk chatbot powered by large language models (LLM) continuously learns and evolves to provide real-time, accurate responses to user queries. Using LLMs, the chatbot understands and processes complex language patterns, recognizing synonyms, grammar variations, and slang, ensuring it can respond appropriately to diverse inputs. Additionally, Workativ’s Knowledge AI enables seamless context switching, allowing the chatbot to effortlessly adapt when a user changes the topic of their query, providing a fluid and effective self-service experience.
Some of the security measures to protect user data:
You can check the security policy here.
We have an app workflow marketplace with integrations for different tools. You can use our pre-built app integrations and app workflows to enable easy configuration across a variety of IT apps without the need for coding.
The IT helpdesk chatbot can handle ticket automation, troubleshooting, standard requests like resetting a password or unlocking an account, user provisioning, asset and access management, and other IT queries. It can also gather information from the knowledge base for the employee, along with references.
When an employee asks a query, the IT helpdesk chatbot automatically resolves it using advanced automation technology. By leveraging pre-defined workflows and a comprehensive knowledge base, the chatbot delivers immediate solutions for common issues. If it cannot resolve the query, it creates a ticket or escalates the issue to a live agent for further assistance, ensuring that employees receive prompt support and minimizing the downtime.
Some of the best practices for training IT helpdesk chatbot:
You can measure the performance and success of an IT helpdesk chatbot implementation by analyzing several key metrics that provide insights into usage, effectiveness, and impact:
Bot Sessions
Track how employees use the chatbot by examining session data, including the number of sessions, peak usage times, and average session duration. Reviewing the most helpful conversations gives a deeper understanding of which topics or interactions are most valuable to users.
User Queries
Monitor how the chatbot handles user queries to evaluate resolution, escalation, and abandonment rates over time. This helps determine the chatbot's effectiveness in addressing questions and highlights areas where users might need additional support.
Agent Handover
Analyze insights related to query escalations to live agents. Understanding when and why handovers occur helps optimize the bot to handle more queries independently, minimizing the need for human intervention.
Live Bot Status
Observe real-time usage data to monitor live interactions across different chat channels. This feature provides immediate insights into active sessions and user engagement, ensuring the chatbot remains responsive during peak times.
User Metrics
Dive into user metrics over time to compare frequent users with sporadic users and assess other vital engagement indicators. These metrics help identify the chatbot's adoption level within the organization.
ROI
Use ROI analytics to present the chatbot's value to management by demonstrating cost savings, productivity improvements, and efficiency gains. This data is essential for proving the financial impact and justifying the continued investment in chatbot technology.
Unanswered Queries
Review any queries that the chatbot couldn't answer. Analyzing these gaps allows the organization to expand the chatbot's knowledge base by adding new dialogs, enhancing its ability to cover more topics, and reducing unanswered questions.
Key Efficiency Metrics (FCR, MTTR, and Hours Saved)
Track First Contact Resolution (FCR) rate, Mean Time to Resolution (MTTR), and saved hours for agents and users. High FCR rates and reduced MTTR reflect effective query handling, while the hours saved quantify the productivity boost for both users and agents. Additionally, cost savings can be calculated based on reduced manual interventions and quicker resolutions.
You can deploy the IT helpdesk chatbot on platforms like Microsoft Teams, Slack, and your website for seamless employee support.
Yes, the chatbot includes a live agent handover feature, enabling it to transfer complex or unresolved queries to a human agent when needed.
A multi-channel shared live inbox for the IT helpdesk chatbot is an AI-enhanced platform that consolidates communications from various channels into a single, organized interface. It allows your support team to manage and respond to inquiries more efficiently, as they can quickly access all incoming messages from different sources in one place.