If a chatbot is implemented, will this be an additional service or will it be used to handle initial queries? In the past I’ve had to wait quite a while for a response that ended up not being particularly helpful...
The ITSM portal “Servity” offers a chatbot function. We hope to roll this out at Freie Universität Berlin in the future. This chatbot acts as an additional input channel to guide you to other support material and services, making it highly practical for users.