In this webinar, we will be looking at a chatbot demo we built for Montana State University to automate setting up university email based on whether the user is a student or faculty member, what device they are using, and other conditions. We will also cover how a chatbot can automate the entire intake and ticket generation process when queries are complex and require a human. We will demonstrate how to set up our Zendesk live chat integration after the user has generated a ticket for their own issue.

2. Who am I?
● Conversational Designer &
Marketer
● ~4 years of chatbot creation
experience
● Over 100 chatbots created
Levi Worts
Conversational Consultant with Tars
Introduction

3. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
Who are we?
Helping state and local
government agencies scale
services and customer support
for their citizens using
chatbots

4. Traditional channels &
systems for IT to resolve
user issues

5. 1. Human-based systems
○ Phone support, live
chat, email
2. Text-based systems
○ Webpages, PDFs,
knowledge bases
3. Management systems
○ Ticketing software,
feedback collection

6. The Problem?

7. IT professionals spend nearly 3/4 of their
time on repetitive, simple issues that
account for the largest volume of tickets.

8. So what does that
mean in terms of time
and cost?

9. The time it takes...
On average 70% of tickets are one-touch issues that
take approximately 30 minutes each.
This time includes:
● generating the ticket, Q&A with the user,
identifying the problem, resolving the issue,
and follow up documentation.

10. The cost of tickets
That’s a lot of cheddar
Tickets can cost anywhere between $20 and $500
to resolve! And that is not even considering the
time the user is unable to work.

11. Average tickets per month = 500
% of one-touch tickets = 70
Average cost per ticket = $20 - $50
Let’s do the math...
Which equals...

12. $7,000 - $17,500
Per month

13. Self help solutions can eliminate all
one-touch tickets that don’t require
intervention by an IT professional.

14. So... What strategies can
you implement to
reduce this cost?

15. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
1. Reduce tickets up front
2. Automating ticketing
3. Open channels of communication
Create a self-help solution

16. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
Connect your chatbot with your backend
1. Reduce tickets up front
2. Automating ticketing
3. Open channels of communication

17. Who are we?
Helping marketers boost their
conversion rates using
conversational tech since 2015
Connect users to live chat, phone, or email
1. Reduce tickets up front
2. Automate tickets
3. Open channels of
communication
+

18. 🚨 Demo time
🚨

19. Questions?

20. Contact us!
1 (408) 617-9159
levi@hellotars.com
https://hellotars.com