ITSM chatbots explained

Key takeaways

• Chatbots evolved from basic rule-based tools to advanced AI-driven virtual agents.

• Modern ITSM chatbots use AI (like GPT) for natural, proactive, and intelligent support.

• Two key uses: end-user self-service and IT staff assistance.

• Benefits include faster resolutions, 24/7 support, improved efficiency, cost savings, and scalability.

• Supports remote work through flexible, multi-channel access.

From tools to intelligent chatbots

Corporate IT service management (ITSM) capabilities have long benefitted from technology use. From the introduction of ITSM tools to reflect the greater needs of ITSM and the ITIL body of service management best practices (versus the early IT help desk software solutions) to improvements in ITSM processes, including the available contact channels. This includes ITSM chatbots, which have changed dramatically since their initial introduction.

This page explains what modern ITSM chatbots are and how they have evolved since their introduction before sharing how artificial intelligence (AI)-powered ITSM chatbots have elevated corporate IT service delivery and support capabilities.

The origins of chat

Chat has long been an offered IT support channel for progressive ITSM teams. The chat channel was initially manned by IT service desk personnel, providing a beneficial “halfway house” between the (then) most popular IT support channels – telephone and email.

Unlike with the telephone channel, end-users could continue working, and the resolution was received far more quickly than with the email channel. IT service desk agents could also handle multiple chats simultaneously to improve their efficiency (as well as meet end-user demands for a chat channel).

The technology and chat evolution

As with most ITSM capabilities, technology was added to improve the status quo. Hence, chat morphed into chatbots, with IT perhaps offering both chat and chatbots as IT support channels.

Early “chatbots” in ITSM were simple, rule-based systems. These ITSM chatbots relied on keywords and predefined scripts to answer a narrow set of questions. For example, how a contractor could access the corporate IT network. These ITSM chatbots were inflexible and required end-users to phrase their queries in specific ways. However, they still automated basic IT support queries and tasks like knowledge retrieval.

AI changed the chatbot game. First, through Natural Language Processing (NLP), which allowed ITSM chatbots to understand and process end-user queries in more conversational language. Then, machine learning with advanced NLP made chatbots “intelligent virtual agents.” These ITSM chatbots could not only better understand the end-user need and the most appropriate knowledge to leverage, but they could also provide proactive support by analyzing historical data to predict issues and maybe even prevent them.

The latest incarnations of ITSM chatbots use advanced AI models like GPT (Generative Pre-trained Transformers) – think ChatGPT – for highly conversational and accurate responses. These ITSM chatbots can do so much more than answering end-user questions. For example, IT staff can use generative AI (GenAI) technology to conduct root-cause analysis, perform predictive maintenance, analyze data sets, and identify improvement opportunities.

How ITSM chatbots help

ITSM chatbots fulfill a wealth of use cases. There are also two different types of use cases. The first is end-user use, where ITSM chatbots might alternatively be called ITSM virtual agents. The second is IT staff use, which might be called ITSM virtual assistants. There’s also an overlap between the two use cases – for example, in automating routine tasks that both end-users and IT personnel could invoke.

Common end-user ITSM chatbot use cases:

• Self-service. End-users can resolve issues themselves with ITSM-chatbot-guided troubleshooting. It’s faster resolutions for end-users, with ITSM chatbots delivering immediate answers to common queries with minimal wait times (and no IT service desk queues). There’s also personalization, with responses tailored based on end-user data for a more engaging and effective IT support experience.
• Automated resolutions. For example, password reset can be done automatically, with the ITSM chatbots verifying end-user identity and resetting credentials without human intervention. Or handling routine service requests such as software installations and access provisioning.
• 24/7 availability. ITSM chatbots can provide round-the-clock support. So, end-users can access IT service and support assistance anytime, not just when the IT service desk is open.

Common IT employee ITSM chatbot use cases:

• Process streamlining. For example, with incident management, ITSM chatbots can route incidents to the correct resolution group or escalate them when necessary. They can also update end-users about ticket status, system outages, or maintenance schedules.
• Proactive IT support. For example, identifying recurring incidents and providing insights to IT teams for root-cause analysis. ITSM chatbots can also analyze patterns in end-user behavior and incidents to predict and prevent potential issues.
• Scalability enablement. ITSM chatbots replace the need for extra IT staff. They can handle multiple simultaneous interactions, eliminating the need for additional people due to IT demand growth or during high-demand periods caused by business change projects or seasonal fluctuations.
• Staff augmentation. ITSM chatbots provide IT staff with instant and easy access to IT knowledge bases, making troubleshooting faster and easier. This better knowledge sharing, along with process streamlining automation, makes for more efficient IT operations.
• Data-driven improvements. ITSM chatbots collect and analyze end-user interaction data to highlight areas for IT service and process improvements.

The benefits of ITSM chatbots

The end-user and IT ITSM chatbot use cases provide a wealth of benefits that include:

• Better end-user experiences. Thanks to the improved self-service support (including the use of conversational interactions), faster resolutions and provisioning, and 24/7 availability of services and support.
• Increased end-user productivity. Thanks to the faster resolutions and provisioning, and proactive problem-solving with the ITSM chatbots identifying recurring issues and suggesting resolutions before they escalate.
• Increased IT efficiency. Thanks to the ITSM chatbots fielding simpler tickets and automating repetitive tasks such as software installations. Data-driven insights into end-user behavior, common issues, and system bottlenecks also offer efficiency-focused improvement opportunities.
• Cost savings. For example, task automation reduces the reliance on human agents for routine support, lowering staffing costs. Plus, ITSM chatbots offer scalability without additional resources.
• Improved ITSM processes (in terms of operations and outcomes). For example, ITSM chatbots can drive better incident management thanks to intelligent categorization and routing, real-time updates to end-users, and root-cause analysis support. This also includes the benefits of end-to-end automation from ticket logging to resolution – for example, increased accuracy and the minimization of human error.
• Support for remote and hybrid work. ITSM chatbots help ensure remote and hybrid employees receive consistent IT support regardless of location. This includes working in different time zones and multi-channel communication, such as accessing ITSM chatbots through multiple platforms, including Microsoft Teams and web portals.