Digitize and unclog your user support in times of containment

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Many of our customers call on us to improve their service support.

A desire to bring support into 2020 without changing all the tools, time wasted redirecting to the right resources while your team spends time filling out an FAQ, poorly qualified incidents that require round trips, a request to the wrong department…

What if your employees could solve their own problem?

1. FAQ : a simple, precise and personalized answer

While it is possible with Google to have the answer to your question in 2 clicks, for enterprise tools it is still far from being the case.

With the explosion of the number of applications, the democratization (now forced) and the rapid adoption of collaborative tools (Office 365, Google Apps,…): it becomes increasingly difficult to find the right information.

Instead of waiting for an answer in a few hours by email, or being stuck on the phone for a few minutes, why not get the answer in a few seconds?

REDIRECT TO THE RIGHT RESOURCE

A question about a tool: the chatbot redirects to the right FAQ.

It can even question or refine the problem thanks to precise usage scenarios.

KNOWLEDGE MANAGEMENT

Do your teams spend time creating content that is unfortunately not read? Via the chatbot you will be able to centralize the documentation whatever its support: Sharepoint, OneNote, videos, blog… All the right information is finally available in one place.

2. A chatbot integrated to your ticketing tool that allows users to create perfectly categorized tickets

You can create via the chatbot a ticket that will be redirected to the right person and/or created directly in your ITSM tool: EasyVista, ServiceNow, Ivanti …

2.1 Save time on ticket management

QUALIFY THE INCIDENT

With a chatbot, it is possible to have a scenario for each type of problem, and therefore to reproduce the same questions that an advisor would make. As the tickets are better informed, this is a significant time saving when your teams are handling 200 tickets per day.

Routing to the right service

Whether your company has decided to use a single address to manage all technical problems or to sequence them by several addresses according to needs (service, IT…): you can route requests to the right email addresses.

No more email redirects and no more frustration for your employees!

2.2 Structured data collection for reporting

We can extract and track everything you want in the chatbot: ticket requests, know the distribution of the needs of your users, the percentage of procedure finalized…

But also to be able to know the natural language queries made by users to create a chatbot that fully meets their needs.

3. Reduce the number of solicitations through self-resolution and procedure automation

The fact of centralizing all the problems related to computer science allows to propose first to solve the problem by oneself (via a FAQ and step-by-step explanations or by automating the request such as the password reset), and second to make a ticket.

RESOLUTION BY AUTOMATED ACTION

A person who starts a resolution by automated action has an 80% chance of not creating a ticket.

Vizir has developed an API-first chatbot solution which allows us to exchange data with your software in a secure and reliable way.

Reset a password

It is possible to request a password directly via the chatbot. This is already done with Azure AD and Okta, but it can be done with any other password manager with a REST API.

AUTOMATE THE AUTHORIZATION REQUEST: CREATION, DELETION AND MODIFICATION OF ACCOUNTS

“I have an intern coming in next week.”

“I have a fixed-term contract that ends in two weeks”.

“Arthur has been transferred to the purchasing department”

Concerning the authorizations, thanks to the rules you have previously established and a good setting in your password manager (e.g. Azure AD), the chatbot can automatically create these authorizations.

Example of tasks automatically created for a new employee

PRE-FILL A MATERIAL REQUEST FORM

We all dreamed of a form that fills itself (if so no kidding)

A problem with the equipment? the chatbot can automatically generate a material request form pre-filled with known information (retrieved during authentication).

SEND BACK INFORMATION FROM THE SERVER

If your IT management software is accessible via an API, we can then, for questions like “internet is not working anymore”, “why is my application super slow”, directly query the server and send the information back via the chatbot with an explanation.

AUTONOMOUS RESOLUTION THANKS TO THE PROCEDURES

Resolution through incident resolution trees.

A person who starts a procedure has a 30% chance of not calling support or creating a ticket.

Undeniably, this reduces the number of tickets.

And finally, why a chatbot?

    • Design your chatbot in agile mode: start with a small perimeter that you enrich as you go along. In a few days your chatbot can be operational. Our POCs usually last 3 months, which is the minimum period to measure your return on investment.
    • Understand better the psychology of your users: and adapt your chatbot according to their behaviors: the way they formulate their questions and the ones they ask the most.
    • Increase the skills of your employees on promising subjects: NLU, automation, AI. The challenges of the IT department are numerous, we are sure that your employees will be better employed than copying and pasting.

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