5 Chatbot Use Cases to Steal - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Data Management // AI/Machine Learning
News
11/30/2020
08:00 AM
Jessica Davis
Jessica Davis
Slideshows
Connect Directly
Twitter
RSS
E-Mail
50%
50%

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.
Previous
2 of 6
Next

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 has spent a career covering the intersection of business and technology at titles including IDG's Infoworld, Ziff Davis Enterprise's eWeek and Channel Insider, and Penton Technology's MSPmentor. She's passionate about the practical use of business intelligence, ... View Full Bio

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Previous
2 of 6
Next
Comment  | 
Print  | 
More Insights
Commentary
2021 Outlook: Tackling Cloud Transformation Choices
Joao-Pierre S. Ruth, Senior Writer,  1/4/2021
News
Enterprise IT Leaders Face Two Paths to AI
Jessica Davis, Senior Editor, Enterprise Apps,  12/23/2020
Slideshows
10 IT Trends to Watch for in 2021
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/22/2020
White Papers
Register for InformationWeek Newsletters
Video
Current Issue
2021 Top Enterprise IT Trends
We've identified the key trends that are poised to impact the IT landscape in 2021. Find out why they're important and how they will affect you.
Slideshows
Flash Poll