More service through AI: Potentials of chatbots at the IT service desk.
Chatbots are being used more and more by companies to boost innovation and automation of customer interfaces, but the design poses a challenge that shouldn’t be underestimated. Each bot is a specialist that can only work using the rehashed knowledge of human experts. In spite of this, bots are becoming increasingly more powerful thanks to the use of artificial intelligence. In recognising users’ intentions, frequently asked questions and routines can be professionally handled by customer services.