Use Case: Software/Hardware Request Fulfillment

Function: IT Services

Challenge:

  • Every single day IT teams are flooded with many support queries
  • These queries can range from complex ones like a server breakdown to simple one asking to install a software
  • IT teams are facing a challenge to prioritize the requests to provide better resolutions

Solution:

  • The Kore.ai ITSM virtual assistants efficiently handle simple requests and provide a quick resolution
  • In case of complexity, the assistant automatically creates a support ticket on your behalf in the system

Benefits:

  • Many of the queries have resolved by the virtual assistants resulting in a 30-40% reduction in IT support queries
  • The team is now concentrating on high-priority tasks and increasing the overall productivity by 20%

System Integration: BMC Helix, ServiceNow, Freshservice, Jira, and other popular ITSM portals

AI chatbots for IT service management

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