IT SERVICE MANAGEMENT

Transform your IT Service Management

ChatBot and Artificial Intelligence solutions are the new way to:

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Reduce costs by automating processes

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Improve user satisfaction

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Effectively manage request peaks

Gather insights on customers and employees

RESPONSA FOR SERVICE MANAGEMENT

Automate Service Desk processes

Improve efficiency and reduce support costs through Responsa’s ChatBot. 

There are many standardized and little variable processes based on easily identifiable information that Responsa’s ChatBot can handle by integrating with your business systems, reducing the time agents have to spend on low-level, repetitive, and unnecessary tasks. 

Responsa’s artificial intelligence enables you to revolutionize your service management by optimizing resources, reducing costs, improving user experience, and maximizing revenue. 

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Automate processes, increase productivity, reduce costs

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Free up resources and increase agents’ productivity

Free agents from all repetitive and low-value tasks they have to manage every day, allowing for lower management costs and a more efficient service. This will significantly reduce wait times for the end user, ensuring maximum effectiveness and increased productivity. 

2.

Reduce costs by improving service

A multitasking ChatBot that easily integrates with your business systems and can handle customers’ and employees’ requests in real time and automatically. 

Allow customers and employees to autonomously and quickly solve problems and always find what they need, anytime and anywhere they are. 

3.

Reduce tickets and management time

Tickets require manual management and hours of work from your agents. Responsa offers users an automated first level of assistance 24/7, reducing incoming tickets and improving their management by automating their opening, updating, and resolution based on the change in process status in your business systems. 

Responsa’s ChatBot will answer users’ questions in real time by querying the knowledge base, and only for more complex requests will it guide the user in opening a ticket, gathering information, classifying and assigning the tickets by area of expertise, thus allowing for reduced management time and more efficient management. 

4.

Reduce duplicate tickets

Thanks to the possibility of easily setting proactive messages from the dashboard, the ChatBot can actively notify users of any issues at the beginning of a chat. This helps to reduce the number of duplicate tickets opened by multiple users at the same time, for instance before an official communication is released. 

Additionally, Responsa’s search engine makes use of a set of metrics and algorithms that work together to determine semantic similarity between texts. This allows for the identification of duplicate tickets, which are reported within the management interface. 

5.

Simplify and improve ticket creation and management

Responsa simplifies the opening, updating, status checking, and management of tickets, making all phases of the process smooth, fast, and efficient. 

In case the ChatBot is unable to assist the user, it will guide them in opening a ticket directly in the chat, ensuring that it is routed to the appropriate queue. This reduces both handling time and response time for the end user. 

The ChatBot can also provide information on the ticket status, allowing the user to stay constantly updated on the status of their request. The user also has the option to update the ticket directly within the chat. 

More effective customer service. Reduced costs.

Responsa is all you need to offer a first level of automated assistance to customers and employees of your company, anytime and anywhere they may be. 

6.

End-to-end process automation

Responsa APIs allow the ChatBot to retrieve real-time information from your systems, knowledge base, or external data sources and drive basic or complex device processes (account unlocking, password reset, credential and permission requests, etc.) without the need for any human intervention, all from a single chat interface. 

7.

Access statistics and monitor users’ satisfaction levels

Accessing insights and statistics will allow you to better understand and monitor the most frequent issues and users’ needs, enabling you to improve your service and promptly resolve any issues by taking targeted actions. 

Through a dedicated dashboard, it is possible to monitor the most frequent issues (types and areas of requests that generate more tickets) and integrate the knowledge base with new information. 

Furthermore, measuring the level of satisfaction provides valuable insights useful for better understanding customers and their issues, improving your service, and providing increasingly efficient support. 

power bi chatbot data
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Increase ROI by reducing costs

Automating your customer support service through Responsa’s platform will allow you to reduce management costs and increase your ROI, resulting in significant annual savings and providing your team and clients with an effective and efficient support service. 

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