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SPARK Matrix™: Chatbots for IT Operations, Q4 2022

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Businesses can benefit from chatbots as they maximize operational efficiency, reduce costs, and offer convenient and enhanced services to internal employees and external customers. As a result, customer queries and issues can be resolved more easily and quickly while human interaction is reduced. With chatbots, IT departments can focus on more valuable activities rather than tedious tasks, such as pulling information from a knowledge base or automating a password reset. The use of chatbots allows businesses to scale, personalizes customer interaction, and brings a proactive approach at the same time. IT service management often uses chatbots to improve internal staff self-service and automate processes. Intelligent chatbots can automate and become available 24/7 for common tasks such as password updates, system status, outage alerts, and knowledge management while making voice and text-based conversation interfaces more accessible. Chatbots will assist employees and operations personnel with the IT helpdesk and operations activities.

Quadrant Knowledge Solutions’ Chatbots for IT Operations market research includes a detailed global market analysis of major vendors. The research comprises vendors’ product features and functionalities, as well as competitive differentiating factors. The research provides competitive landscape and vendor analysis to enable technology vendors enhance their understanding of the market and implement a growth-oriented technical roadmap.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes the ranking and positioning of leading Chatbots for IT Operations vendors with a global impact. This research study includes an analysis of various key vendors, including Amelia, Avaamo, BMC Software, Espressive, Freshworks, ManageEngine, Moveworks, Serviceaide, and ServiceNow.

According to Ganesh Reddy, Analyst at Quadrant Knowledge Solutions, “Chatbots for IT operation vendors will focus on expanding their partner ecosystem with technologies such as Robotic Process Automation (RPA) and IT Service Management (ITSM) to scale their market share and customer outreach, as this provides vendors with rapid growth and success. The chatbots for IT operations vendors are focusing on upgrading their tooling interface to make it user-friendly with rich GUI/no-code functionality for enhancing the customer experience; this will add value to their product offerings. Additionally, voice with multi-modal interactions (within the same interaction), such as chatting/texting while speaking with virtual agents, is a notable trend that vendors might want to incorporate on their platforms.”

2022 Chatbots for IT Operations SPARK Matrix
Source: Quadrant Knowledge Solutions

Table of Contents

Executive Overview

  • Key Research Findings

Market Overview and Technology Trends

Competition Landscape and Analysis 

  • Competitive Overview and Analysis
  • Factors and Technology Differentiators

SPARK Matrix™: Chatbots for IT Operations


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