Case resolution via Chatbots 11% 25% 20 mins to a few mins Self-Service Case deflection Time to self-service resolution BMC Helix Chatbot lets us deliver on a top priority at GW; a compelling, modern interface that gives students service anytime, anywhere, on any device. Business Challenge Information Technology (IT) at the George Washington University (GW) provides dozens of essential services to students, faculty, and staff, including online learning and collaboration tools, educational and business apps, email and calendar, backup, and storage. IT runs a traditional service desk, with students getting assistance through email and phone calls. However, the digital revolution has elevated expectations for service delivery. Today’s students want to get what they need u

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