How ChatBots Can Solve Problems for Your IT Help Desk

According to a 2021 report, the dropout rate among college students in the United States is 40 percent. Given this alarmingly high number, any higher education institution not already prioritizing student engagement should shift its focus immediately. Research suggests student learning, persistence, and attainment in college are rooted in strong student engagement. In other words, the more students engage with faculty, staff, fellow students, and the subject matter they are studying, the more likely they are to continue with their commitments and achieve their goals.

One increasingly popular way to improve student engagement is the use of artificial intelligence (AI) on college campuses. AI can be used in a number of ways to support students academically and socially. For example, many colleges and universities are using AI-powered chatbots as a way to connect students with campus resources like dining options, tutoring services, and mental health support. Chatbots are computer programs that mimic human conversation. They are powered by natural language processing (NLP), which is a branch of AI that enables computers to understand human language. When used correctly, chatbots can be an extremely valuable asset to any college or university.

Here are eight ways AI chatbots can solve problems for your IT help desk:

1. 24/7 Availability: One of the most difficult challenges facing IT help desks is providing 24/7 support. This is especially true for smaller schools with limited staff. AI chatbots can be available to answer student questions anytime, day or night.

2. Quick Response Times: Another common challenge facing IT help desks is maintaining quick response times. This can be difficult when dealing with a high volume of requests. Chatbots can help by quickly answering common questions so that human staff can focus on more complex issues.

3. Improved Customer Service: Chatbots can provide an improved level of customer service by personalizing interactions and providing recommendations based on each individual student’s needs.

4. Increased Efficiency: Chatbots can increase the efficiency of your IT help desk by automating repetitive tasks such as password resetting and account creation.

5. Reduced Costs: Implementing an AI chatbot can help reduce the costs associated with running an IT help desk by eliminating the need to hire additional staff to handle increased traffic during peak hours.

6. Increased Engagement: AI chatbots can help increase student engagement by providing a convenient way for students to connect with campus resources from anywhere at any time.

7. Improved Retention: By increasing student engagement, AI chatbots can also help improve retention rates among first-year students who may be struggling to adjust to college life.

8. Saved Time: Perhaps one of the most valuable benefits of using AI chatbots is the time they can save you and your staff members. Automating common tasks frees up time so that your team can focus on more important projects."