Technological progress has changed the way people communicate. According to the report of Gartner “Chatbots Will Appeal to Modern Workers 2019”, By 2022, 70% of workers will interact with conversation platforms on a daily basis. This growth is due to chatbots meeting the demand for instant digital connections that keep users updated at all times. As a result, it is currently a trend that organizations are investing in the development and implementation of a chatbot. A chatbot is a software that simulates and processes a spoken or written conversation on different chat platforms such as WhatsApp, Messenger, Slack, etc. Its objective is not to replace a human, but to help in the most natural way to solve repetitive tasks such as answering customer inquiries in a support service.
The main benefits of having a chatbot are the following:
We think that a good option is to implement a chatbot with Amazon Lex, since Amazon Lex is an Amazon Web Services (AWS) service. AWS is the most widely adopted and comprehensive cloud platform in the world, offering more than 175 comprehensive data center services globally. (Amazon, 2020).
“Amazon Lex is a service for creating text and voice conversational interfaces in any application. Amazon Lex offers the advanced deep learning capabilities of automatic speech recognition to convert speech to text and natural language understanding technology to recognize text intent, allowing you to create applications with highly interactive user experiences and realistic conversations.
Amazon Lex puts Amazon Alexa deep learning technologies in the hands of any developer, allowing you to quickly and easily create sophisticated natural language chatbots (“chatbots”) . As a fully managed service, Amazon Lex scales automatically, so you don’t have to worry about managing infrastructure. “
Amazon Lex allows you to implement chatbots that can be integrated with channels such as Messenger, Twilio, and Slack. In addition, Lambda functions can be invoked giving the possibility of integrating with more AWS services as well as making requests to external APIs. For the use of Amazon Lex, AWS charges a competitive rate that is calculated based on the number of text or voice requests processed by the bot that are added at the end of the month to determine the monthly charges. Current prices are: $ 0.004 per voice request and $ 0.00075 per text request. So for a bot that processes 1,000 voice requests and 1,000 text requests in a given month it would cost $ 4.75 (Amazon, 2020).
At bit2bit Americas we implement a chatbot capable of searching for content in Confluence from Slack with the architecture shown in the image.
Using Amazon Lex allowed the chatbot to understand and respond to messages in Spanish, it also facilitated the integration between Slack and Amazon Lex. It also allowed you to interact with the Confluence API from Lambda functions.
In conclusion, currently it is key to have a chatbot that interacts with customers due to the benefits it offers to organizations and a good option is to implement it with Amazon Lex due to the integrations it offers and its low cost.
What are ITSM processes? ITIL version 4 recently went from recommending ITSM “processes” to introducing 34 ITSM “practices”. Their reasoning for this updated terminology is that “elements such as culture, technology, information and data management can be considered to get a holistic view of ways of working”. This more comprehensive approach better reflects the realities of modern organizations.
Here, we will not concern ourselves with nuanced differences in the use of practice or process terminology. What’s important and true, no matter what framework your team follows, is that modern IT service teams use organizational resources and follow repeatable procedures to deliver consistent and efficient service. In fact, leveraging practice or process is what distinguishes ITSM from IT.
Change management ensures standard procedures are used for efficient and prompt handling of all changes to IT infrastructure, whether it’s rolling out new services, managing existing ones, or resolving problems in the code. Effective change management provides context and transparency to avoid bottlenecks, while minimizing risk. Don’t feel overwhelmed by these and the even longer list of ITIL practices.
Problem management is the process of identifying and managing the causes of incidents on an IT service. Problem management isn’t just about finding and fixing incidents, but identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate the root causes.
Incident management is the process to respond to an unplanned event or service interruption and restore the service to its operational state. Considering all the software services organizations rely on today, there are more potential failure points than ever, so this process must be ready to quickly respond to and resolve issues.
IT asset management (also known as ITAM) is the process of ensuring an organization’s assets are accounted for, deployed, maintained, upgraded, and disposed of when the time comes. Put simply, it’s making sure that the valuable items, tangible and intangible, in your organization are tracked and being used.
Is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge.
Is a repeatable procedure for handling the wide variety of customer service requests, like requests for access to applications, software enhancements, and hardware updates. The service request workstream often involves recurring requests, and benefits greatly from enabling customers with knowledge and automating certain tasks.
It’s simply not enough to have an ITSM solution – you need one that actually accelerates how your teams work.
Atlassian’s ITSM solution unlocks IT at high- velocity by streamlining workflows across development and operations at scale. Meaning what was once many siloed teams with different ways of working, are now integrated and much more collaborative than ever before.
ITSM benefits your IT team, and service management principles can improve your entire organization. ITSM leads to efficiency and productivity gains. A structured approach to service management also brings IT into alignment with business goals, standardizing the delivery of services based on budgets, resources, and results. It reduces costs and risks, and ultimately improves the customer experience.