Global Services Company in USA deployed Chyme IT Helpdesk Bot for ServiceNow

AI and Natural Language Processing (NLP) enabled chatbot/conversational interface for both agents & end-users, to provide support on incident management, knowledge base search, and send real-time alerts.

Global Services Company

Industry: Insurance

Solution: Natural language and AI-enabled Chatbot that integrates with IT Helpdesk system ServiceNow to provide support from a text/ voice interface quickly.

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Business Challenges

  • Provide automated solutions to tedious tasks, such as password resets or navigating a knowledge base, by making them as easy as sending a text or giving a spoken command.
  • Simplify complicated IT processes and minimize employee frustration.
  • Need to increase agent productivity while reducing Helpdesk costs.
  • Need to provide 24/7 IT support to keep business users productive.
  • Provide easy access to support. Ticketing interfaces require too much effort.


  • AI and Natural Language Processing (NLP) enabled Chatbot/Conversational Interface for both Agents & End Users, to provide support on Incident Management, Knowledge Base search, and send real-time alerts.
  • Out of the box Integration with ServiceNow and provision for other ITSM platforms.
  • Automation: Repetitive tasks like Reset Passwords are handled by the bots providing instant solutions to users and freeing up agents for more productive work.
  • Knowledge Base search: AI-powered bots provide the most relevant solution to users’ problems based
    on historical effectiveness.
  • Handover to Human Agent: Alert Helpdesk staff whenever human intervention is needed, so they can focus on more complex queries.
  • Omni-Channel interaction from popular messengers like Skype for Business, Facebook Workplace/Messenger, Slack, Cisco Spark, Google Assistant, and others.
  • Technology: Chyme Bots Builder, Conversation Builder, Award-winning Natural Language Processing (NLP) engine, Open source AI/Machine learning tools.


  • Allows IT service desk agents to focus on more complex queries, therefore saving time and cost while greatly improving support efficiency.
  • Simpler Self Service to resolve search queries.
  • Reduced support hours & cost of repetitive tasks.
  • Relevant, responsive incident reporting.
  • Easy system access and asset-related requests.
  • Increased speed of support.

About Customer

Global Services Company based in the USA.