An employee’s journey at a company often starts with the experience platforms businesses put in place. As AI becomes more common in workplaces, AI chatbots are playing a bigger role in improving employee experience.

As support expectations rise, service desks face mounting pressure. This blog explores why chatbots are essential for modern businesses, offering instant support, reducing errors, and scaling operations without increasing headcount. It also addresses implementation and human preference concerns, advocating for a hybrid approach that blends automation with human empathy. Whether you want to improve internal IT support or customer service, a chatbot system like OneBot could be the key to smarter, faster resolutions.

Today and every day, we are proud to support Calm Charity and their mission.

Let's explore how best to use your ITSM solution during this period to keep support processes running smoothly and prepare for a successful new year.