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We hear a lot about bots. We see them more and more on websites. But what about using them in your Service Desk?

Crow Canyon’s business applications utilizes a Microsoft Teams Chatbot and Office 365 to engage with end users and to provide staff an easy way to work on tickets and requests. End users can ask questions, look up their tickets, create tickets, and find answers all through the bot, which runs 24×7 and does not take vacations! The bot “learns” from the end user activity and gets better with time.

For Service Desk staff, we provide a bot that lets them see what tickets are assigned to them and what tickets are unassigned. Staff can work on tickets directly in Teams through the bot interface, including approvals, status updates, notifications, closing tickets, and many other activities.