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How to Use a Chatbot for IT Support: Step-by-Step Guide

Published in Mar 15, 2024

6 min read

IT support

As technology use increases, the demand for fast IT support rises.

Chatbots provide instant support and fix problems without needing a human agent. This resolves issues faster, all while pleasing customers at the same time. Another benefit is that they can handle many questions at once.

This article will help you discover how to add a chatbot to your IT workflow for round-the-clock self-service and smoother operations.

How IT Support Chatbots Work

AI chatbots use three core technologies: Natural Language Processing (NLP), Natural Language Understanding (NLU), and Machine Learning (ML).

NLP determines what users are asking and whether the questions are typed or spoken. While it allows computers to handle and analyze natural language data, NLU focuses on the higher goal of understanding the meaning and intent behind natural human speech or text.

Once a chatbot knows the user's needs, it uses Machine Learning (ML) to find the correct answer from an extensive database. The more questions a chatbot answers, the better it gets at finding solutions quickly.

3 Ways IT Support Chatbots Provide Assistance


4 Benefits of Using Chatbots for IT Support


1. Increased Efficiency

Chatbots reply instantly and are always on, which cuts down wait times. They're available all day to help users from anywhere at any time.

2. Scalability

Chatbots can handle many questions at once, so they can handle busy times without extra cost. This means everyone gets help quickly, even when many people need support. Businesses can keep up good service when it's hectic without hiring more people.

3. Improved Customer Satisfaction

Chatbots give fast and accurate answers to customer inquiries and can remember what users have asked before. They make support feel both quick and personal.

4. Cost Reduction

Using chatbots saves money by reducing the need for a large support team. They take care of simple questions, letting the human team focus on harder issues. This makes the support team more effective.

Factors To Consider When Choosing a Chatbot for IT Support

When choosing an IT support chatbot for your business, consider these factors:

Semantic Chatbot

Semantic chatbots are AI-powered conversational agents that understand the meaning and intent behind natural language questions and requests. They go beyond just pattern matching by interpreting the semantics and context of conversations.


Denser.AI has developed a semantic search and conversational AI tool powered by Retrieval Augmented Generation (RAG). Their RAG-powered bot leverages a knowledge graph to understand language context and meaning and provide more relevant conversation responses.

Human-like Conversations

Choosing a chatbot that can chat naturally is key for IT support. Go for those that use intrinsic NLP capabilities to respond quickly in a way that feels like talking to a human. This helps users feel at ease and improves their experience.

Cost Considerations

Consider the initial setup costs and ongoing expenses to ensure they fit within your budget while delivering a good return on investment.

Seamless Integration

Ensure the chatbot seamlessly integrates with your organization's IT support systems, databases, and other software tools.

Customization Options

Choose a chatbot that lets you customize its answers, how it works, and style to match your brand and needs.

Privacy and Security

Given the sensitive nature of some IT support interactions, the chatbot must adhere to strict privacy and security standards. It must also comply with relevant regulations, such as GDPR or HIPAA.

Reporting and Analytics

Opt for an IT helpdesk chatbot that provides detailed analytics and reporting features. These insights can help you track its performance, better understand user needs, and identify areas for improvement.

How to Find the Best Chatbot for IT Support is ideal for businesses looking for precise AI support with advanced technology and customization.


Key Features

  • Flexible Plans: Offers a free plan and three paid options (Starter, Standard, Custom).
  • REST API Access: All paid plans include access to a REST API for advanced integration and functionality.
  • Always On: Chatbots are available 24/7.
  • Complete Customization: Offers the ability to customize your chatbot fully.
  • High Query Volume: Supports up to 15,000 monthly queries across all your DenserBots.
  • Simple Implementation: Features an easy and quick integration process.
  • Personalized Training: Allows you to train your chatbots using your own data.

Set Up Your IT Support Chatbot in 5 Steps

Step 1: Sign Up For


Sign up for Start a free account, you'll be granted 1 Denserbot, and a limited number of free queries per month.

The freemium version is the best chance to use the application at no cost. Or book a demo with a team member.

Step 2: Create a New Chatbot


Create a chatbot that you can input your own data and knowledge base into. Communicate with this AI chatbot about your custom data, too.

Step 3: Select Web


Step 4: Wait Only Minutes For Your Site to be Crawled


Step 5: Short Snippet Integration Into Your Website

Once you have created your Denser Bot, you can test it out within our platform, then linked below is how you integrate it into your website or app.

Follow this full integration guide.

Start Using a Chatbot for IT Support With Denser AI

Discover how Denser AI can refine user interactions and simplify information discovery on your platform. Try out a free trial or schedule a demo now.


Frequently Asked Questions About Chatbots

How accurate are chatbots?

With machine learning and natural language processing, the best IT support chatbot can boast over 95% accuracy. They know when to pass a user to human agents for complex or sensitive issues.

What types of questions can IT chatbots answer?

An IT chatbot can handle common questions about passwords, connectivity issues, printer troubleshooting, company software and systems, device setup and configuration, access requests, and more.

Can chatbots fully replace human IT support agents?

Not yet. While IT support chatbots are helpful in handling routine repetitive issues at scale, they still need to gain human agents' empathy, reasoning, and complex problem-solving skills.

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