Virtual assistants and chatbots have been trending in IT for years. Many IT managers have seen flashy demos—where the bot resets a password, creates a ticket, or answers a question in seconds. But what happens when we try to actually deploy it in a real IT environment?

🤖 Why are chatbots so appealing?

Chatbots promise:

  • 📉 Fewer repetitive ServiceDesk requests,

  • ⏱️ Faster response times for employees,

  • 🌙 24/7 availability.

And in a demo, it looks great. Ask: “Please reset my password” – boom, you get an email.
But in reality, things get a bit more complicated.

🧩 Real-world deployment challenges

1. Where’s the data?
Chatbots need a knowledge base—well-structured, up-to-date, and actively maintained. Without it, the bot gives wrong or no answers.

2. Integration with IT systems
To create tickets, reset passwords, or track request status, the bot must be integrated with systems like GLPI, Active Directory, or others via reliable APIs.

3. Fallback scenarios
User: “I have a VPN issue.”
Chatbot: “Sorry to hear that. Can you specify your device type?”
This is where things break down—if the bot has no fallback or can’t escalate to a human, users lose trust.

4. Language, tone, and UX
The bot must understand natural language (ideally even in Slovak or Czech) and communicate clearly. Good UX is just as important as smart logic.

✅ How to succeed – proven steps from the field

Based on our hands-on experience (e.g., with GLPI, MS Teams, and our own chatbot framework), we recommend:

  1. Start with simple, high-impact use cases
    Like checking ticket status, password reset, or general IT policy questions.

  2. Leverage existing knowledge base articles for chatbot answers

  3. Connect to your ITSM platform – ideally via REST API
    Whether it’s GLPI, ServiceNow, JIRA, etc.

  4. Test with a pilot group of real users

  5. Evaluate and improve continuously
    Use bot analytics, feedback, and escalation stats.

🚀 Result? A chatbot that’s truly part of the team

When done right, a chatbot saves your IT team hours of work, helps users solve problems faster, and increases satisfaction with IT services.

Sounds like the future? Maybe. But at IT365, we’re building it today—and we’d love to help you do the same.

💬 Curious how a chatbot could work in your company? Let’s talk.