While chatbots have been hailed by some as the future of IT support, some IT leaders say chatbots aren't very robust.
For example, IT teams still find themselves manually handling common incidents such as virtual application and desktop session 'resets.'
In simpler terms, while chatbots manage IT tickets on the frontend, they still require manual help desk intervention on the backend - even for simple things. Citrix session resets have been identified as a 'Top 5 use case' and the need for resets can be caused by a variety of factors, such as networking issues, forgotten passwords, or an issue with the IT organization's chosen authentication policies, such as single sign-on or multi-factor authentication.
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