Online IT Bots Aide Support Staff

The need for social distancing to help mitigate the spread of COVID-19, has accelerated the push for businesses to go online. It has become the most effective way of getting things done. But, the sudden jump in online traffic may be overwhelming to understaffed organisations. That’s where Crow Canyon’s IT bots come in handy.

The software company has announced the release of two IT Service Desk bots that help keep remote workers productive. They communicate with workers via Microsoft Teams by answering questions and providing support quickly, and on demand. This way, Service Desk staff can be relieved of the burden of dealing with routine and repetitive questions.

The advantage here, is that the bots can run 24×7, without taking breaks or going offline. In addition to this, their telemetry feature, allows their performance to improve over time due to data analysis. It’s a modern solution to a problem that is as old as the telephone itself. Each bot has its own intended customer base and function.

Self-Service Bot for End Users
End users ask questions using natural language.
The bot queries a knowledge base and returns relevant answers.
If the answer solves the problem, the user is all set.
If it does not, the bot will create a support ticket for that user.

Staff Support Bot
Staff can view all assigned and unassigned tickets.
Staff can work on tickets and resolve them within Teams.
Staff can query bot to get answers for specific issues.
Bot handles communications, as well as approval processes.

Crow Canyon’s bots utilize Microsoft Teams, Office 365 and SharePoint to provide better online support to people and sectors that need it most. This level of efficiency puts less of strain on front-line workers, and allow them to focus on more important tasks.