Learn how an AI Chatbot integration can transform your ITSM. The way businesses communicate internally has evolved rapidly, moving from email and telephone to automated digital communication channels. IT operations teams must meet the demands of digital transformation faster than ever before, with instant 24/7 support and faster ticket resolution.

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Axios Systems
Improve your ITSM delivery with AI Chatbots –
Don’t be afraid, we can ‘assyst’ you!
Craig Whytock
Solutions Consultant

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• Current AI Chatbot trends in the ITSM industry
• Shift Left with Digital Transformation
• The importance of a well-maintained CMDB and Knowledge
Management
• How to expand the scope of automation across operations
• Use case - assyst’s AI Chatbot Integration
• The sky’s the limit
• Chatbot KPI’s
• Effort Versus Reward
• Q&A

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SDI Survey Results

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99%
AI Chat
Resolution
4% 32%
Remedial
Action
Interaction Vs
Resource
Target Simple
Issues and
Requests
Self-Service
Automation
KB Vacuum
Chatbot Support
Channel
Increase in IT SpendFailure Prediction
AI Chatbots Trends

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Where to start?

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Self-Service one stop shop
Home Page Skinning for
custom colors, icons and logos
increases end user familiarity
Providing one stop shop for all
Services -- even Non-IT Services –
increases user adoption

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Deflect calls by providing a friendly
knowledgebase
Browse by topic or
Search for quick access
Usage, Hit Counts
and Feedback
for Metrics and
Continuous
Improvement

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Powerful knowledgebase to deflect inbound
calls
User feedback
helps to keep
knowledge useful
and up to date
Contextual on
screen guidance
& related FAQs
help the user at
each step
Images, videos,
links and more, all
available for user
friendly content

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Intuitive & Familiar Online User Experience
Easily show costs and
add-on options for
fiscal awareness
Drill down into the
details and easily see
updates and progress

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Integrated Chat capabilities for a simplified
user experience
End User can initiate
Chat Session for Help
on Demand
Agents can log directly
from the chat session
for increased efficiency

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Next Version 11
Chatbot
Integration

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AI and Chatbots

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What type of Knowledge Articles?
assyst Knowledge
Procedures or
Links
Links to Service
Catalog or FAQ’s
SharePoint Files
Intranet Pages
Video’s
Tutorials

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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assyst Chatbot Demo

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The sky’s the limit
• Point your users directly into your Service
Catalog
• Link directly into your user FAQ’s
• Provide step by step user instructions
• Automate actions like a Password Reset
• Automate access Provisioning/ De-
provisioning

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Slide 32How to expand the scope of automation across operations
ITSM chatbot use cases

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How to expand the scope of automation across operations
ITSM chatbot use cases
Filtering by Discontinued,
Relationship Type,
Criticality
Info Zone of Affected
Users, Events,
Configuration by Asset

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Chatbot Benefits

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Monitoring Performance
4.3
2.5
3.5
4.5
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5
KPI 1
KPI 2
KPI 3
KPI 4
Chatbot KPIs
COVERAGE
ACCURACY
DEFLECTION
EXPERIENCE

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Effort Versus Reward

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Positive Failures / Circuit Breakers
- What happens if the Chatbot can’t
answer a question?
- How long before you pass across to an
real agent?
- Will the Agent have access to the
previous dialog?

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5
Research each
Chatbot
Service Catalog
Knowledge FAQ’s
Review Resources
1
Involve Customer
Advocates
`2 `3 `4
Your First Steps
5

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Over 20 years on the
ITSM Magic Quadrant
Established in 1988 & Privately Owned Over 250 staff in 21 Countries
+350 Global Customers
Award Winning SaaS & On-
Premise Solution 100% Focus on
ITSM, ITOM & EMS
Continuous Investment in
customer driven R&D.
Consistent Organic Growth
Champions in Enterprise
Software Vendor Landscape
1st in 5 Categories
Enterprise SaaS ITSM
Vendors
1st Vendor in the world
to achieve all 16
processes

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Thank you for attending
Questions?
Axios Systems: www.axiossystems.com
linkedin.com/company
/axios-systems/
@Axios_Systems info.axiossystems.com/blog
Contact us https://www.axiossystems.com/contact-us

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▪ https://www.servicedeskinstitute.com/2018/01/12/10-tips-chatbot-success/
▪ https://blog-kore-ai.cdn.ampproject.org/c/s/blog.kore.ai/how-conversational-ai-is-driving-the-future-of-it-service-
management?hs_amp=true
▪ https://resourcecenter.sunviewsoftware.com/artificial-intelligence-ai/ebook-service-smart-technology-features-
overview-guide?utm_content=78381410&utm_medium=social&utm_source=linkedin
▪ https://botcore.ai/blog/ai-will-impact-service-management/
▪ https://searchcio.techtarget.com/tip/10-ways-to-use-machine-learning-and-AI-in-ITSM-to-improve-processes
▪ https://itsm.tools/2018/02/22/is-your-it-support-chatbots-weakest-link-your-people/
▪ https://automationedge.com/transforming-enterprise-service-management-with-cognitive-technologies/
▪ https://itsm.tools/2018/07/03/20-tips-creating-itsm-future/
▪ https://botcore.ai/blog/chatbots-can-help-helpdesk-teams-hit-sla-target/
▪ https://www.forbes.com/sites/forbestechcouncil/2018/11/07/how-ai-powered-chatbots-optimize-content-
delivery/amp/
▪ https://blogs.microsoft.com/blog/2018/11/14/microsoft-introduces-guidelines-for-developing-responsible-
conversational-ai/?utm_source=elevate&utm_campaign=52557177&_lrsc=d3a6f737-6ddb-4e5e-b10d-
5dc3d4febff0