Helpdesk chat assistant for common data system tasks
Description
The Chat Bot implementation increases Help Desk tier 0 resolution, resulting in higher customer satisfaction and better use of Help Desk resources.
Detailed example
IT solutions recommendations
AI / analytics pattern
Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relationships.
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
Improving customer wait time. Increasing Helpdesk agents' availability to resolve more complex IT incidents.
Audit / financial statement impact
The output of this AI use case does not serve as a principal basis for decisions or actions that have a legal, material, binding, or significant effect on rights or safety.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
ServiceNow Knowledge articles, incident ticket notes