{"id":38335,"date":"2019-06-21T15:10:19","date_gmt":"2019-06-21T13:10:19","guid":{"rendered":"https:\/\/aton.com\/?p=38335"},"modified":"2023-11-29T11:44:07","modified_gmt":"2023-11-29T10:44:07","slug":"service-desk-chatbot","status":"publish","type":"post","link":"https:\/\/aton.com\/en\/service-desk-chatbot\/","title":{"rendered":"Farther and farther away from traditional Assistance Service: Service Desk & Chatbot"},"content":{"rendered":"

The way in which users communicate with companies has quickly evolved, moving from traditional channels like email or the telephone to real-time conversational message platforms.<\/p>\n

This phenomenon is linked to the fact that consumers nowadays spend more time on message applications than on the social network.<\/p>\n

Not only has Artificial Intelligence revolutionised our personal life, but it has also changed our work environment and the way in which we communicate.<\/strong><\/h2>\n

As we had already explained when talking about the use of the chatbot for B2B e-commerce<\/a>, chatbots\u00a0or conversational interfaces<\/b>\u00a0are softwares featuring Artificial Intelligence, which interact with people by means of desktop or mobile message applications. Having started as a phenomenon related to the consumer world, chatbots\u00a0are increasingly integrating into the business context. <\/b><\/p>\n

There are virtual assistants in mobile banking apps which help perform banking activities, from monitoring accounts and transactions to paying bills, from doing transfers to controlling expenses. There are chatbots ready to train customers on certain products and services of their assurance company. There are travelling assistants helping users to book flights and tickets, warning them about potential delays or cancellations,\u00a0\u201cshopping\u00a0assistants\u201d\u00a0which support customers when purchasing items, guaranteeing immediate response 24 hours a day, 7 days a week, and simultaneously managing several conversations. In a digital context like the one we live on nowadays, surpassing customers\u2019 expectancies<\/a> has become a must for companies.<\/p>\n

But how can IT assistance to stores in the Retail world<\/a>\u00a0benefit from Artificial Intelligence?\u00a0Can a chatbot on its own guarantee efficient and quality service to users?<\/strong><\/h2>\n

The greatest developments in terms of efficiency come from technologies able to take advantage from users\u2019 historical data<\/b>\u00a0in order to provide more intelligent and automated services. This is why current service management solutions use the power of automatic learning, utilizing these data to offer a more intelligent Service Desk experience. Thanks to machine automatic learning functionalities (machine learning), it is possible to automatically suggest responses to given issues, improving service to customers. As we have already seen when analysing pros and cons of conversational interfaces<\/a>,\u00a0AI\u00a0cannot yet manage \u201cany\u201d conversation, <\/b>but only answer within certain parameters or key words. <\/b>The human factor is therefore essential for support services to customers.<\/p>\n

The solution is uniting a multilingual Service Desk\u2019s <\/b>expertise and empathy to a multichannel application<\/b>\u00a0which allows shop-assistants to:<\/p>\n