Thomas Maitre
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?
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?
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.
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.
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 …
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.
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!
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.
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.
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.
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.
“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
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).
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.
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.
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