Chatbot for service desk cloud

[noa harel]

Hi,

Im looking for a chatbot widget to implement in our mobile app product which allow:

1. design bot automation flow

2. open a ticket in jira service desk

3. online chat with agent on a specific issue

4. files transfer

Will be happy to get some recommendations.

[Bertrand Lafforgue]

Hi Noa,

Business analysts can design automation flows/ conversational workflows through a graphical user interface on a chatbot platform. It contains all the features to design, handle language but the business analyst does not need programming skills nor data scientist skills.

Some Chatbot platforms have pre-built connectors into Jira Service Desk, Confluence and more apps so that you do not need to build them.

Some chatbot platform can connect to online chat in order to have a smooth transfer of the user from the virtual agent to the human agent. 

Then the chatbot itself can be consumed through various digital channels such as Jira Service Desk Portal, Microsoft Teams, mobile apps.

What is your mobile app product?

What is your online chat product?

Thank you

Bertrand

[noa harel]

Hi Bertrand.

Thanks  a lot for your responce.

Our mobile app product based on 'rolbase by infinite blue' plaform in the server side and Flutter in the client side.

right now we have built an integration that end user can open request in a mobile page in our app and an issue is opend in jiea service desk.

our major problem is that we are not able to communucate with the user since that point.

our goal is to access an automation solution suggestions by chatbot and only if it didnt work to allow hem open a ticket.

And also to allow online chat with agent on an existing ticket.

i consider using 'dialog flow' by google and 'workato' platform in order to conect to jira service desk.

if you have any ideas or suggestions i'll be very gratefull.

Noa

[Bertrand Lafforgue]

Hi Noa,

If you have developers you can certainly look at google dialogflow.

You can also check Konverso. Our Chatbot solution is not yet on the Atlassian store (it will be in the future :) but it is fully integrated with Jira Service Desk, Confluence, Jira, and more. We are an Atlassian customer ourselves and we use our Chatbot connected to our own Atlassian environments.

There is a friendly back office for you to configure, and not code, your conversational workflows. We deliver a responsive widget that is consumed by users out of a browser on desktop or mobile or from Microsoft TEAMS, etc.. You have out of the box analytics to follow the performance of the chatbot.

You can see customer success stories on our website.

Important elements:

- it is wrong to start from the technology, it is better to start from the personas, the use case/ user experience, business value otherwise you risk having zero adoption of your chatbot.

- once this is clear for your stakeholders, check the best solution that meets your decision criteria.

Hope this helps.

Bertrand