There has been a tremendous increase in the incorporation of IT helpdesk chatbots by companies in recent times. This is due to the increased prevalence of remote work across the globe. In such situations, managing the IT service requests requires the intervention of technology, as manual actions cannot suffice the needs. As employees from different places try to coordinate and work simultaneously for a single organization, issues ranging from a simple VPN setup to complex troubleshooting can disturb the workflow of the organization. To handle such complications, companies may need the services of IT helpdesk chatbots. From addressing simple queries to handling complex employees’ requests, IT helpdesk chatbots can provide an instant fix to all the problems. Moreover, these bots can work round the clock, providing 24/7 IT support to the organization. However, such chatbots need to possess a host of helpful features to make a difference. Let us look at some of the important functionalities that an IT helpdesk chatbot should embody.

5 ESSENTIAL CAPABILITIES TO LOOK FOR IN AN IT HELPDESK CHATBOT

1. Multilingual support.
2. Integration of RPA.
3. Agent handover support.
4. Incident management.
5. Data security.

1. MULTILINGUAL SUPPORT

English is one of the most widely spoken languages across the globe. Furthermore, it is the language of choice in the corporate world too. But when we talk about some of the advanced functionalities that can make a difference, the inclusion of some of the popular foreign languages such as French, German, Spanish, etc., and other important native languages, can strengthen the IT support environment. When employees find it hard to express their thoughts in English, they can instantly communicate the issue in their preferred language of communication.

2. INTEGRATION OF RPA

Robotic process automation is a technology used by companies to automate business processes and perform other repetitive tasks. By integrating such a revolutionary technology into the IT helpdesk world, many operational and workflow-related problems can be handled effectively. RPA chatbots can cut down costs, perform operations such as data entry, calculations, and take care of the common user queries. With access to the backend system of the organization, RPA powered bots can also retrieve information from such systems to handle complex user requests.

3. AGENT HANDOVER SUPPORT

In certain situations, there could be a need for human intervention to take up an issue posed by the employee. Therefore, the chatbot should be able to perform a seamless handover to the human agent.

For a faultless handover:

• Providing the details of the chat to the agent is important.
• Translating the chat to the agent in case of multilingual support.
• Integration of live agent software such as SalesForce and LiveChat to facilitate communication.

4. INCIDENT MANAGEMENT

A top IT helpdesk chatbot should provide immediate support in times of emergency.

Some of the common needs include:
- Reset passwords.
- Renew software licenses.
- Unlock accounts.
- Report WiFi issues.
- Provide important IT alerts.
- Hardware/software requests.
- Troubleshooting issues.

5. DATA SECURITY

As an IT helpdesk chatbot, instilling a strong sense of trust and reliability in the minds of the employee is important. The organization must follow a transparent policy when it comes to data collection. End-to-end encryption, self-destructive messaging (if required), and using secure protocols are some of the best practices to ensure chatbot security. Also, the chatbots should provide an option to take the backup of the chats with the permission of the employee.

CONFERBOT - AN ADVANCED NO-CODE CHATBOT BUILDER

If you are questing for an intelligent chatbot to provide a 24/7 IT support service to your hardworking employees, Conferbot can help you do just that. This simple, no-code chatbot builder can be designed using the drag and drop feature as per the needs of your employees to fulfill their requirements. Furthermore, the employees can also alter the features of Conferbot with ease to facilitate a friendly conversational experience. Integrate this amazing technology into your organization and keep your employees happy and informed.
Visit us to know more: https://www.conferbot.com/

To know more about the importance of chatbots in support services:

• https://www.intercom.com/blog/customer-service-chatbots/
• https://www.forbes.com/sites/theyec/2020/07/02/how-to-use-chatbots-to-improve-customer-service/?sh=1b0766f2f396