How to build a Service Desk Chatbot POC

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Parent Category Name: Service Desk
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The challenge

Build a chatbot that creates value for your business


  • Ensure your chatbot meets your business needs.
  • Bring scalability to your customer service delivery in a cost-effective manner.
  • Measure your chatbot objectives with clear metrics.
  • Pre-determine your ticket categories to use during the proof of concept.

Our advice


  • Build your chatbot to create business value. Whether increasing service or resource efficiency, keep value creation in mind when making decisions with your proof of concept.

Impact and results 

  • When implemented effectively, chatbots can help save costs, generate new revenue, and ultimately increase customer satisfaction for external and internal-facing customers.

The roadmap

Read our concise Executive Brief to find out why you building a chatbot proof of concept is a good idea, review our methodology, and understand the four ways we can support you to successfully complete this project. Besides the small introduction, subscribers and consulting clients within this management domain have access to:

Start here

Form your chatbot strategy.

Build the right metrics to measure the success of your chatbot POC

  • Chatbot ROI Calculator (xls)
  • Chatbot POC Metrics Tool (xls)

Build the foundation for your chatbot.

Architect the chatbot to maximize business value

  • Chatbot Conversation Tree Library

Continue to improve your chatbot.

Now take your chatbot proof of concept to production

  • Chatbot POC RACI (doc)
  • Chatbot POC Implementation Roadmap (xls)
  • Chatbot POC Communication Plan (doc)Chatbot ROI Calculator (xls)

In Case Of Emergency...

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  1. Get people to safety by following the floor warden's information and get out if needed
    If there are no floor wardens, YOU take the initiative and alert people. Vacate the premises if you suspect danger.
    Err on the side of caution. Nobody ever got fired over keeping people safe.
  2. Get people to safety (yes! double check this)
  3. Check what is happening
  4. Stop the bleeding
  5. Check what you broke while stopping the bleeding
  6. Check if you need to go into DR mode
  7. Go into DR mode if that is the fastest way to restore the service
  8. Only now start to look deeper

Notice what is missing in this list?

  • WHY did this happen?
  • WHO did what

During the first reactions to an event, stick to the facts of what is happening and the symptoms. If the symptoms are bad, attend to people first, no matter the financial losses occurring.
Remember that financial losses are typically insured. Human life is not. Only loss of income and ability to pay is insured! Not the person's life.

The WHY, HOW, WHO and other root cause questions are asked in the aftermath of the incident and after you have stabilized the situation.
In ITIL terms, those are Problem Management and Root Cause Analysis stage questions.




IT Management and Policies

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InfoTech Academy Title: IT management and policies videos
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Teaser Video Title: Policies Academy Overview
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Create policies that matter most to your organization.
IT Risk Management · IT Leadership & Strategy implementation · Operational Management · Service Delivery · Organizational Management · Process Improvements · ITIL, CORM, Agile · Cost Control · Business Process Analysis · Technology Development · Project Implementation · International Coordination · In & Outsourcing · Customer Care · Multilingual: Dutch, English, French, German, Japanese · Entrepreneur
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