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Session 706: How to Implement a Chatbot for ITSM That Delivers Results

Fran Fernandez (Head of Product at Espressive, Espressive)

Location: Sebastian I-1

Date: Friday, April 12

Time: 9:00am - 10:00am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Management

Format: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

According to a recent Pulse Report on IT Service Management (ITSM) Tool Strategies, 62% of senior decision makers are at the consideration point or above in terms of implementing AI in the form of chatbots for ITSM with the goal of deflecting calls to the help desk, reducing MTTR, and improving the employee self-help experience. There is no doubt that AI is well positioned to enable digital transformation of employee self-help, but it could just as easily turn into a lengthy, expensive, failed proposition. How do you ensure that you will be set up for success?

In this session participants will learn:
• The pros and cons of platforms, tool-kits, searchbots, and pre-built solutions
• How NLP plays a role in providing employees with single, clear answers
• The criteria that matters most to ensure your AI project will succeed