Virtual Briefing: Build a Successful ITSM Chatbot With AI and Automation

While chatbots have become more user-friendly with the advent of generative AI (GenAI), satisfaction with this technology is still low. Chatbots that fail to use historical recall or personalized responses lead to lower user engagement, as users feel disconnected and experience slower resolutions. Chatbots that don’t provide anticipatory service information, such as alerts for upcoming maintenance, result in repetitive queries and a less efficient IT support process. The solution is to create a chatbot capable of both answering questions and fulfilling requests. However, with chatbots, you only have one chance for success, for if the user base does not approve of the chatbot, it is nearly impossible to attract those users back to the platform again. Join this invitation-only, complimentary virtual briefing as Gartner experts help I&O technical professionals understand how to build a chatbot to expand their service desk capabilities by enhancing their service catalog and knowledge base. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Determine the difference between the old way and the new way of building chatbots

• Gain insight into primary causes of chatbot dissatisfaction

• Learn the solution for creating effective chatbots

Return to this web page to watch the virtual briefing. Contact us at gartnervirtualbriefings@gartner.com with questions about viewing this virtual briefing.