Regardless of what industry you’re in, it’s important to offer your employees the support they need. For many organizations, this internal support takes the form of an online help desk. But, while there are certainly some inquiries that lend themselves to interacting with a live IT support representative, the reality is that most help desks end up repeatedly responding to the same set of frequently asked questions.
Ask any IT employee who works in support, and they’ll tell you that they see questions like “Where do I go to reset my password?” on a regular basis. Knowledgeable IT employees end up wasting countless hours responding to these kinds of questions, rather than focusing on more complex tasks where their expertise is needed.
What can you do to free up your IT help desk employees? One approach involves offering your employees a FAQ page where they can find answers to basic questions. But, many employees won’t know about the FAQ page, won’t be able to find it, or will have trouble locating their question on the page, or...the list goes on. In the end, they end up contacting support anyway.
The truth is that when most employees have a question, they want to ask someone directly and get an answer. They don’t want to go diving through a long FAQ page or searching through the company website for help. But keeping staff on hand to respond to basic tech support questions just isn’t financially feasible.
Fortunately, there’s a solution: you can create a help bot!
While online help bots have been around for years now, most organizations perceive them as too complicated, expensive, or difficult to implement.
The reality is that adding a bot to your website is easier than you think. Thanks to Microsoft, creating an online support bot is a simple, two-step process. First, you’ll create a knowledge base for your bot. Next, you’ll create the bot itself. The whole process is possible without the need for any coding whatsoever!
To get started with a support bot, you’ll need a knowledge base (KB). This will be the source of information that the bot accesses to respond to frequently asked questions.
Compiling a knowledge base might sound like an onerous task, but it’s often simpler than you’d think. Do you already have a FAQ, list of questions, or other knowledge base of some kind on your website? If so, this is the perfect starting point for building your bot’s knowledge base.
With the help of Microsoft’s QnA Maker and your existing Azure subscription, you can create your knowledge base by following an easy step by step process.
Once you’ve put together and published your knowledge base using Microsoft’s QnA Maker, you’re ready to create your first bot. Thanks to Microsoft’s easy to use tools, this step is just as straightforward as compiling your knowledge base.
After you’ve published your knowledge base via the QnA Maker, you’ll be prompted to “Create a Bot.” This will take you directly to Microsoft Azure, where you’ll be provided with a template for bot creation. Once the bot is created, you can easily test it in Azure. From there, all you have to do is make the bot available via various channels such as Facebook, Slack, and/or your website.
Want to set up your own bot without any coding?
At this point, you have a fully functioning help desk support bot on your website. But why stop there? By integrating your bot with Microsoft Dynamics 365 for Sales or Customer Service, employees can get answers to specific customer-related questions, such as “When was the last time we heard from Customer A?” or “What’s the email address for Customer Z?”
Taking this next step requires a little bit of coding, but don’t worry: the experts at AKA can help! Click here to learn more about AKA’s Cloud Services and start benefiting from the power of bots today!
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