More enterprises are looking for a more efficient way to resolve common IT issues and to answer questions for employees, so that they can free up their IT staff to work on more challenging problems.
In fact, Service Desks have a growing demand to manage requests around Microsoft 365 groups. Few people know how to create groups or add/ remove members.
Users can now ask Konverso Virtual Agent directly from their Microsoft Teams or Slack environment. It enables customers to manage a Microsoft Office 365 Groups using a prebuilt set of conversational workflows.
Once a hassle, manage M365 groups is now the fastest part of the workday.
Looking for new ways to Automate
“We were answering the same questions week after week,” this is what the Konverso’s teams hear every day from their customers. “How do you connect to the Wi-Fi? Where are the printers? How do I get a piece of software? How do I get access to something?"
Enterprises are now looking at AI to improve corporate experiences for employees. They want fast and frictionless end user journeys for their internal processes, including the IT support experience.
This automated approach offers another benefit for enterprises: the ability to support more employees without additional IT resources.
One area where this is especially applicable is in managing Microsoft 365 group requests. Microsoft 365 groups are used for collaboration between users, both inside and outside the company.
Companies have an extensive usage of Microsoft 365 groups for multiple business reasons. Microsoft 365 Groups is the cross-application membership service in Microsoft 365.
At a basic level, a Microsoft 365 Group is an object in Azure Active Directory with a list of members and a coupling to related workloads including a SharePoint team site, shared Exchange mailbox, Planner and Power BI workspace.
Few people know how to create groups or add/ remove members. Most group owners who want to add/ remove members of a group or inactive a group will contact their IT Help Desk. This creates manual work for the IT Help Desk team and waiting time for the requestors.
Chatbot IT Ops takes over
Powered by advanced natural language understanding (NLU), Konverso identifies and triggers the Microsoft Office 365 Group action that a user wants to perform.
The Chatbot for IT Ops can perform the following actions with the Microsoft Office 365 Group conversation flow directly from Microsoft Teams or Slack:
- Add User to Microsoft Office 365 Group
- Remove User from Microsoft Office 365 Group
- Add Owner to Microsoft Office 365 Group
- Remove Owner from Microsoft Office 365 Group
- Get Microsoft Office 365 Group Details
Integration is required with the Microsoft service via the Konverso conversational AI Platform. Using the existing REST API, the conversational workflow calls these actions to complete an end-to-end fulfillment of the request.
Konverso Chatbot for IT Ops also keeps track of action by creating a ticket in ITSM solutions such as ServiceNow, Jira Service Management ad more.
The chatbot IT Ops eliminates the manual work done by the Helpdesk team and waiting time for requestors by providing a self-service interface for group maintenance. The Chatbot enables group owners to request and receive acknowledgement of completion within seconds while in the conversation.
The future is now
Beyond this automation process, there is so much more that can be done now. Employees can interact with Konverso Chatbot IT Ops, via Slack, Microsoft Teams, and Portals for several capabilities, including:
- Asking IT questions
- Application access
- Submitting tickets
- Tracking IT requests