HOW TO REDUCE COSTS

Your users ask the chatbot before contacting the helpdesk. They are happy to do so because most IT questions have been asked and answered before. This is why your users have an immediate solution – their satisfaction increases. And should your chatbot not have an answer, there is still the personal contact to the helpdesk.

HOW THE CHATBOT LEARNS

We train your chatbot with the questions and answers from the ticket system of your helpdesk. Artificial intelligence recognizes every question asked in it and learns the correct answer from existing support tickets. QnA Maker can also process user manuals, FAQs and many other information. The bot gets better and better in its hit accuracy, as your users rate the answers it gives: thumbs up or down.

OUR HERO STORY

For a large law firm, we were not only able to reduce the number of individual requests arriving at the helpdesk. The quality of the answers was improved and the time to solve the problem was reduced. The whole process was of course accompanied by our wingwomen and wingman. We integrated the solution into the internal IT and thus got the maximum out of the solution. Already on the first day 1/3 of the inquiries to the helpdesk were answered directly and the ticket volume was reduced noticeably.

THE TECHNOLOGY BEHIND IT

To create the chatbot Microsoft QnA Maker was used. This is a cloud-based NLP (Natural Language Processing) service for effortlessly creating a natural conversation layer for your data. It can be used to find the most appropriate answer for any natural language input from your custom Knowledge Base (KB). This knowledge base is becoming smarter as it learns from user behavior. If questions from the existing knowledge base cannot be answered, they are collected, answered by employees and entered into the database. In addition, the possibility was programmed to allow users to rate the quality of the answers. This additionally helps the AI to learn and increases the quality of the content.

The advantages for the customer

• Reduce IT support requests

• Reduce number of tickets

• Reduce IT support costs

• Reduce response times

• Improve helpdesk quality