How to build a Service Desk Chatbot POC

Chatbots that build business value.

Deliver on your company's success by being ahead in reliability and strongly aligned capabilities.

Asset Management • Availability and Capacity Management • Change Management • Configuration Management • Incident and Problem Management • Operations Management • Release management • Service Desk.

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)

Buying Options

How to build a Service Desk Chatbot POC

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