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Session 706: How to Implement a Chatbot for ITSM That Delivers Results

Friday, April 12 at 9:00 AM

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According to a recent Pulse Report on IT Service Management (ITSM) Tool Strategies, 62% of senior decision makers are at the consideration point or above in terms of implementing AI in the form of chatbots for ITSM with the goal of deflecting calls to the help desk, reducing MTTR, and improving the employee self-help experience. There is no doubt that AI is well positioned to enable digital transformation of employee self-help, but it could just as easily turn into a lengthy, expensive, failed proposition. How do you ensure that you will be set up for success?

In this session participants will learn:
• The pros and cons of platforms, tool-kits, searchbots, and pre-built solutions
• How NLP plays a role in providing employees with single, clear answers
• The criteria that matters most to ensure your AI project will succeed

Fran Fernandez

Head of Product at Espressive


Fran has a wealth of IT Service Management experience spanning a 25-year period of time, including companies such as ServiceNow, BMC Software, and CA. He is a pioneer in developing Natural Language Processing (NLP) and Machine Learning (ML) based systems. Fran graduated from UC Berkeley and is an avid mountain biker and coffee drinker – which is why he works at Espressive.