5 Chatbot Use Cases to Steal - InformationWeek

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11/30/2020
08:00 AM
Jessica Davis
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5 Chatbot Use Cases to Steal

Chatbots are the top use case of AI in the enterprise. If you are looking for a chatbot use case, here are five to consider.
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Image: Equinix
Image: Equinix

Equinix's E-Bot

Global data center and enterprise co-location company Equinix has been experimenting with ways for its IT service desk to use AI to support its employees around the world. The company includes 220 data centers across 26 countries with 11,000 employees and contingent workers. Equinix launched E-Bot in April 2019, leveraging the technology from a company called Moveworks. CIO Milind Wagle noted that part of its appeal was its easy integration with collaboration platforms such as Slack and Microsoft Teams. E-Bot appears as a contact in Equinix's Microsoft Teams window, enabling employees to chat and get assistance through that familiar interface.

When the pandemic hit, Equinix added a host of new questions and answers to the E-Bot knowledge base to cover employees' new work-from-home questions such as "Can I get reimbursed if I buy a headset?"

The chatbot has helped Equinix's CIO with a key goal -- automating more tickets to maintain the company's service levels for a growing organization while keeping the IT service desk headcount the same.

Jessica Davis is a Senior Editor at InformationWeek. She covers enterprise IT leadership, careers, artificial intelligence, data and analytics, and enterprise software. She has spent a career covering the intersection of business and technology. Follow her on twitter: ... View Full Bio

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