Chatbot usage

Hello Mark Uther 

I am using BotPenguin. It easy to integrate and with just one click you can integrate the chatbot with Freshworks CRM. You can try and share your experience. I am sure you will love it.

Hi Mark,
I have seen people who use freshservice and workativ’s chatbot having positive experience. It's easy integration with multiple apps, chatbot builder, and pre-built app workflows makes it easy to get go in minutes. Check here: https://www.freshworks.com/apps/freshservice/workativ_assistant_1/

Hi @mark.uther 

We have some 2021 ITSM industry data on intelligent automation uptake here: https://itsm.tools/ai-adoption-in-itsm-current-state/

This table from it shows the strong uptake for chatbots in IT:

Cheers

Stephen

Yeah, we’ve used the chatbot in Freshservice — it’s great for basic queries, but we needed something smarter for intent detection and better user experience. We ended up integrating DeepSeek to boost the AI side, and it made a big difference. Ticket deflection improved, and our support team has less manual work now. Definitely worth a try if you're looking to level up automation.