What is ChatOps?
ChatOps integrates instant messaging functionality with IT operations. This has the potential to change the way companies are run. With the proper programming, employees of a company can use ChatOps to enhance day-to-day operations within their company.
ChatOps elevates a chatbot to a useful tool within coworker messaging. This means that while coworkers are collaborating, a chatbot monitors the conversation. As the coworkers move throughout their day, they have the option to query the chatbot within the messaging. All workers in the messaging can see the response of the chatbot at once.
Advantages of Chat Over Email
Instant messaging, also known simply as chat, has become an important piece for business collaboration. Chat is a useful part of video conferencing and other forms of collaboration. Chat can be used to store and track conversations. This acts as a record of events that could be helpful in the future for IT operations teams.
Chat is also much faster than email. Email is performed mostly solo. As you write your email, you are alone with your thoughts, send and wait for a response. On the other hand, as a real-time communication avenue, chat can save everyone involved a lot of downtimes.
Also, depending on the solutions chat is integrated with, a chat can quickly transition to a voice or video call with little to no transition time. Due to the speed and efficiency of chat, some organizations are replacing their email with chat for day-to-day business actions.
Chat With Automation
Automation, often in the form of chatbots, can help many departments, including IT operations and customer service departments. When programmed appropriately, automation can answer frequently asked customer inquiries. This can save your customers time and stress by getting quick responses while saving your employees time as well.
One of the most common places to see just how these chatbots work is on websites for e-commerce. They are mostly used to answer simple questions that help to facilitate making a purchase. They can even offer suggestions of items that complement chosen purchase items.
See also: ChatBot Use Cases For Better Experiences
Customers may wonder if they are talking to a real person or a chatbot. Often, it is easy to distinguish between the two with simple questions. Chatbots are limited in their responses and will often loop back to a ”menu” of sorts. Also, chatbots will sometimes give the option of being routed to an available customer service representative.
So, how does that translate to an IT operations team?
The Evolution of ChatOps and the Improvement of IT Operations
Chatbots were originally designed to provide a simple and engaging way of conveying information. Chatbot technology has been modified so that it can be used in individual chat rooms, providing quick responses without having employees leave their desks or open multiple applications on their computers. IT operations staff members are able to ask the bot for certain pre-defined automated tasks which will return results back during conversation as if they themselves had done them!
The future of ChatOps will be used more and more as automated workflows become popular. For example, an executive can use a chatbot to report slow application performance from an app on their phone or laptop-and with just one click in this new system they have all of the data needed about where there are problems so that IT operations staff know what needs fixing before getting started!
IT operations staff are busy enough with their day-to-day tasks. They don’t need to spend more time trying for diagnosis when ChatOps can do it instead! ChatOps can request data from both physical machines as well as virtual ones so that an accurate fix can be made before any further damage occurs.
See also: Predictive IT with ChatOps
Get Started with ChatOps Today
Before diving head-first into ChatOps for IT operations, it’s best to ask yourself the following questions:
- How will you best integrate ChatOps with your organization’s IT operations?
- What processes may need to change when adopting ChatOps?
- How should you deploy ChatOps in a way that doesn’t overwhelm the support teams?
- Is there a set of stages your organization will need to allow adequate time to adapt to the changes?
In-App Chat is here to get you started with ChatOps. We can work with you to personalize your ChatOps to be exactly what your organization needs to succeed. Contact us today to take your operational effectiveness to the next level with ChatOps.
