IT Service Management Blog

Delight Users and Simplify IT with Enterprise Chatbots

Bianca Buckridee
by Bianca Buckridee

Today’s consumer digital experiences are better than ever—seamless, convenient, and intelligent. Why should the workplace be any different?

In fact, leading IT organizations are already delivering digital workplace experiences that rival the consumer services people love. They’re not just being nice; a modern, personalized experience drives employee engagement and productivity for the benefit of users and the business alike. The key is to make use of the same kind of intelligent applications that drive differentiation for consumer businesses.

Intelligent applications are already making a big impact in the enterprise. A recent BMC survey found that 78% of IT leaders are leveraging artificial intelligence to address complexity. Both enterprises and software vendors are rapidly incorporating cognitive technologies into their applications. Leading organizations are applying machine learning on the service desk to free up support capacity. And more and more employees are using intelligent digital assistants to complement their own skills and expertise.

While some of these innovations remain a year or two in the future, there’s one high-value intelligent application you can put to work today – chatbots.

Making IT a conversation—not just a form

Collaborative services like chatbots and interactive agents are a foundational capability for the digital workplace. By making it easy for employees to access IT information and services using natural language, across any channel you choose, you can make getting help as natural as speaking to another person. They can even do it from the screen they’re already in, without leaving their current application to log into a separate portal. That’s a long way from traditional IT.

The value of this approach goes far beyond convenience. AI-powered experiences can make it easier for IT to deploy services, and easier for users to adopt them. As an effective and popular self-service channel, chatbots also ease the burden on service desk staff while improving user satisfaction. Done right, a chatbot makes it possible to standardize and extend processes to make your existing services better, and scale new ones more easily.

For your business, the impact of a chatbot can take on truly strategic significance. As companies compete for the best talent on the market, a modern digital workplace experience can help set you apart. How would you rather spend your days: telling technology what to do in your own words, on your own terms—or slogging through tools and workflows designed for an earlier era?

Soon, intelligent applications like chatbots will become the norm—a baseline expectation for every recruit. By incorporating these consumer experiences into your digital workplace today, you can position your company at the leading edge while laying a foundation for even greater engagement, productivity, and satisfaction moving forward.

Want to learn more about the potential value of chatbots, intelligent applications, and cognitive technologies for your business? Download our white paper on Empowering the Digital Workplace with Enterprise Chatbots. Your employees and your IT team will be glad you did.

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These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

About the author

Bianca Buckridee

Bianca Buckridee

Bianca Buckridee is a solutions marketing manager at BMC, where she is responsible for developing marketing strategy and messaging for Digital Workplace, Digital Service, and the BMC Chatbot. Buckridee previously led Social Media Operations at JPMorgan Chase and SunTrust, where she pioneered new customer service experiences and built the operational and technological model to interact with customers via Twitter and Facebook. In addition to building a social media command center, she created a new cross line of business data intelligence model to gather voice of the customer reporting. She’s also taught kindergarten and third grade proving there is no challenge she won’t accept.