Trends Report

Best Practices For Help Desk Chatbot Success

A Good User Experience Is The Key To Conversational AI Success

March 29th, 2021
Will McKeon-White, Senior Analyst
Will McKeon-White Senior Analyst
Charles Betz, VP, Research Director
Charles Betz VP, Research Director
With contributors:
Lauren Nelson , Ian Jacobs , Vasupradha Srinivasan , Tyler Brown , Diane Lynch

Summary

The chatbot value proposition is the creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer from low satisfaction scores. As IT leaders extend chatbot efforts to help desks, they risk the same fate. This report outlines five strategic principles to help infrastructure and operations (I&O) professionals ensure success and avoid common chatbot pitfalls.

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