A diverse product line, complicated features, bespoke services and multiple categories of customers make it difficult for service teams to help customers. There's just too much knowledge and too many variables.
This is where chatbots can help.
Your service team can talk to the internal chatbot when they are on the phone, email or live chat with a customer. They are using the chatbot to search your knowledge base and quickly locate important documents and information. They can access all the information they need to help customers.
They can ask the chatbot questions around policies, refunds, search large documents and update ticket status' through the chatbot.
The chatbot could live on your service desk software itself, or Microsoft Teams or Slack (or somewhere else). The chatbot is wherever your service team need it.
Wherever your service team are located, whether in the office or at home, they have instant and easy access to the information they need.
The icing on the cake?
All this knowledge and interactions with the chatbot are making it more and more ready to talk directly with customers. You are crowd-training the chatbot on how to be the best service desk agent you have, and, when you're confident, you release it into the wild...
