Is anyone using a chat bot for simple service requests?

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GrayRoberts@reddit

I have ChatGPT Chatmode and Instruction files that sketch out templates for Agile Stories and ServiceNow forms. I keep daily notes, and use the Bot to write my work items and SNow submissions. I also will dump in service requests and have it write stories for them. Saves me a ton of time, and is pretty good at satisfying the scrum masters.

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pdp10@reddit

Our experiences are loosely these:

If these are workflows you know about, then they should be removed, fully automated, or given simple dedicated interfaces with discoverability/docs/help. An example is passphrase reset: non-expiring passphrases will tend to eliminate about 3/4ths of the demand, and if necessary the remainder can be served with a simplified "passphrase reset" webapp.

If these are workflows that you don't know about, then how's a bot supposed to fulfill it? You're not going to give it root and turn it loose to make nondeterministic changes, obviously. You could turn the request over to staff techs and business analysts at this point, to discover workflows and engineer answers.

If the ~~AI~~LLM is intended to be an enterprise search with integration and summarization capabilities, then that's a pretty good job for an LLM but you should consider it as an extension of enterprise search. Or, cynically, you could brand it internally as "generative AI using proprietary data", but everyone working on the project should be clear that it's a next-generation enterprise search.

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gumbrilla@reddit

We've developed a chat bot for our system integrators to use - we're a SAAS company, and it's basically a knowledge base/implementation system currently in beta. The best system integrator (in my opinion) took a look, think niche company specialising in our product and half staffed by ex people from our company - they are very very good.. anyway, they took a look and immediately signed up for 6 months. Paid.

We're about 150 people. It was put together by two of us over a couple of weeks (part time), myself doing the infra and a chap clicking away at the model.

I was happy we got it working, I was shocked we got them to sign up, with real cash money.

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Rawme9@reddit

No but I could imagine a world where you have a robust enough knowledgebase to give instructions for common issues. "I can't see my network drives" and the chatbot responds "Check if your password is expired, and try running the script to remap them from your desktop".

I probably wouldn't invest in this but it could be neat.

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ehhthing@reddit

I’ve seen mild success with bots that act as basically search engines for KBs. My previous company (multinational tech company) had a system where IT tickets got auto replies by a LLM but with the disclaimer that went along the lines of “This is an automatically generated response and may not be fully accurate. If this hasn’t answered your question or you’d like a human response please leave the ticket open”

Actually getting a chatbot to do actions probably isn’t a good idea.

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DiogenicSearch@reddit

Inb4 Reddit does its thing, I think maybe someday there will be a place for chatbots on tier 1 tickets but only after they’re well done, have strong RAG to your orgs KB, and are well trained to know when to escalate. That is to say, probably not for a few years.

Now that it’s been said, you’re in for it lol, this sub isn’t going to like this question I have a feeling.