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Chatbots Go to Work on the IT Help Desk at George Washington University (EdTech Magazine)

"Chatbots initially made their mark on campus as a repository of FAQ-type information, answering general questions and helping students navigate admissions processes and the like."—Source: EdTech Magazine

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WHY THIS MATTERS:

For IT teams, using chatbots to handle help desk questions can streamline the process. But it's not exactly a "set-it-and-forget-it" solution. To ensure solid user experiences, fine tuning and tweaks will be necessary to make sure the chatbot doesn't come up short.