Kbot

Embrace email - help your user get faster responses to their emailed questions by automatically responding to their enquiry with answers from your knowledge base.

This Design App allows Ivanti Service Desk customers to offer an email Question and Answer service to their end user/customer community using a new module (Questions) containing a new Knowledge Bot process design.

The idea of an Email Knowledge Bot combines a number concepts:

1. The continued preference for the End User community to self-service, often in brief, frequently while on the move.
2. The rise of automated response mechanisms – often seen as chat or email bots – in a social or non-work context
3. Service Desk abilities to: a. Receive and send emails, interacting with process for both inbound action and outbound communication. b. Perform a background (process) search c. Creation of knowledge articles as an automatic by product of other activity (learning)

Using Kbot, Ivanti Service Desk customers can offer a single mail address to both offer automatic replies and answers to questions, to pass unanswered questions on to be answered, and most importantly, to build a knowledge base of the above answers.

As Kbot is used, questions and answers build and grow.

This Design App is provided as a single importable Module (“Questions”). Further mapping of email, scheduled actions and linking to other processes should be applied manually. All emails are provided within the process HTML.

It is very likely that a customer may have different design needs and requirements to fit KBot into their current design and working environment. Consideration should be given to the best way to implement Kbot. A test setup and trial usage should be planned to allow adjustment and tuning of messages to match customer design requirements.