IT Help Desk Bot
Website chatbot
Project type
Intranet chatbot for an Educational Institution firm
Role and responsibility
Lead Conversation Designer
Prototyping and implementation methods used
Problem statement
Due to a surge in inquiries, the educational institution's Help Desk support system struggled to keep up, leading to delays and frustrations.
Solution and impact
To address this issue, we implemented a fully integrated IT Help Desk bot that can modify user accounts by unlocking computers, triaging outage notifications, and escalating issues to on-call support if necessary. By automating these processes, the institution improved the efficiency and speed of its support services, ensuring that users receive the help they need on time.
IT Help Desk bot persona
To ensure that the IT Help Desk bot's personality would be well-received, I partnered with IT Help Desk Support, Administration, and Students (SMEs) to design its persona. Our goal was to develop a familiar, comfortable, professional persona for the IT Help Desk bot, but not overly formal. In addition, we wanted to strike a balance between being approachable and friendly while maintaining professionalism.
Developing a prototype and putting it into action
I developed prototypes in LucidChart, and Figma, then collaborated with Engineering to deploy them to Dialogflow ES. Find the sample workflow below:
Outcomes and lessons learned
The IT Help Desk bot project was successful, with positive results. This experience emphasized the value of utilizing technology to alleviate the burden on support staff. As a result, we launched an intelligent assistant that handles over 400 interactions per month. In addition, we worked together to improve its design to optimize its performance.