Raf's opinion on chatbots in service desks.

We all know them: those small pop-up windows on websites asking, “How can I help you?” Honestly? They sometimes annoy me, and I prefer to click them away immediately. Why? Because I like to take my time to explore and get to know a company.

But does that mean I’m against chatbots for facility management service desks? Not necessarily. If they can alleviate the frustrations of traditional help desks, they definitely add value. We’re familiar with the pain points: long wait times on the phone, endless web forms, and then you only get a ticket number with the promise that they’ll “look into it.” That can be quite irritating too.

So, what’s the solution then? Personalized service via call centers? That’s not straightforward either. How do you find people with sufficient knowledge about buildings, facility issues, and service providers to resolve problems quickly? And how do you handle emergencies?

The Golden Middle Way: Technology where possible, human contact where necessary.

At Meliopus, we believe in a balanced approach to service. We intentionally use the term ‘servicedesk’ instead of ‘helpdesk’ because service is at the heart of what we do.

Our approach:

For urgent or complex issues: Direct phone contact. The customer is heard immediately, and action can be taken promptly.
For general inquiries or notifications: This is where chatbots excel. They swiftly guide you to the right information without navigating complex website structures or FAQs.
For issue reporting: Describe your problem and location to the chatbot. The system categorizes your report, assigns it to the appropriate service provider, and requests quick confirmation. You can then continue with your work right away.

This approach saves a lot of time, especially for common issues like cleaning, coffee machines, or climate control. For more complex matters, human contact remains essential.

And remember: for urgent matters or if you prefer personal contact, Sana, Frieda, and our other servicedesk staff are always ready to assist you with a smile!