IT Governance

Chatbots Will Make IT Support Easier

Back 20 years ago, Alexa and Siri were just names and chatbots were just another reason to get caller ID. Nowadays, the chatbot is on the rise and has revolutionized the way we live our lives as consumers. But they have so many more applications than that. In a post for IT Chronicles, Jonathan Munn shares his thoughts on what he sees to be the future of IT support.

AI to Help IT

Chatbots have begun to garner a lot more attention in recent years. Their history as automated telephone systems has been around for years, but their more advanced counterparts are now taking center stage. Their ability to be speedy is propelling them into the customer service sector and into advancements in the systems used. This is in no small part due to consumerization, as the new commodities of everyday life, such as Twitter and Snapchat, have set the bar higher for communication. These advancements in the consumer world have decreased the expected wait time for other services, which only helps to raise interest in chatbots.

Chatbots are even starting to work through nonstandard speech. Some bots are being designed to pick up on the intricacies of speech and interpret the different regionalisms that might hinder communication. So when it comes to the potential chatbots have on IT support, Munn lists off some of the benefits:

  • IT support benefits through having “additional team members.” Team members that don’t tire of the same questions being repeatedly asked and that never need sleep – providing for 24×7 operations and the potential to reduce costs while providing quicker support.
  • Human IT support agents are freed up to do more complex and interesting work.
  • Employees get the immediacy of response they expect (based on their personal-life experiences).

For some further thoughts, you can view the original post here:


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