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Der Hotline-Bot fragt den Agenten auf dem PC: Ist der Drucker installiert, hängt die Warteschlange, ist er im Netz erreichbar? Hängt die Warteschlange, leert der Agent sie. 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Die Mitarbeiter kennen den Kanal. Ihn wegzuwerfen, nur weil ihm der Blick aufs Gerät fehlt, wäre Verschwendung.",{"type":251,"children":526},[527],{"type":254,"text":528},"Sinnvoller ist die Arbeitsteilung: Der vorhandene Bot bleibt Gesprächspartner, SuperSupport liefert Befund und Handlung am Gerät. Wer noch keinen Bot hat, nutzt den Chat von SuperSupport direkt.",{"type":261,"level":25,"children":530},[531],{"type":254,"text":532},"Welche Zahlen zeigen, ob es funktioniert?",{"type":251,"children":534},[535,537,539,544],{"type":254,"text":536,"bold":21},"Dieselben wie bei jedem 1st Level:",{"type":254,"text":538}," Lösung beim ersten Kontakt, Eskalationsquote, Wiederöffnungsquote und die Zeit, bis der Mitarbeiter wieder arbeiten kann. Wie teuer jede Eskalation ist, zeigt die Kostentreppe von MetricNet: rund 22 $ pro Ticket im 1st Level, 70 $ im 2nd Level, 100 $ im 3rd Level (Nordamerika, „Metrics Unleashed: Shift-Left“, 2020). Ein Bot, der mit Befund arbeitet, eskaliert seltener. 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Der erste führt das Gespräch, der zweite prüft und handelt am Gerät.",{"type":261,"level":4,"children":618},[619],{"type":254,"text":620},"Warum reicht ein einzelner Chatbot nicht?",{"type":251,"children":622},[623],{"type":254,"text":624},"Weil er den Rechner nicht sieht. Er kennt Wissensbasis und Tickets, aber nicht, welche Version läuft, welcher Dienst hängt oder welcher Fehler im Protokoll steht. Ohne diesen Befund bleiben nur allgemeine Tipps und die Weiterleitung.",{"type":261,"level":4,"children":626},[627],{"type":254,"text":628},"Muss ich meinen vorhandenen Bot ersetzen?",{"type":251,"children":630},[631],{"type":254,"text":632},"Nein. SuperSupport arbeitet mit anderen Agenten zusammen. Euer vorhandener Bot bleibt der Gesprächspartner und holt sich den Befund beim SuperSupport-Agenten auf dem PC. Was am Gerät zu tun ist, erledigt SuperSupport.",{"type":261,"level":4,"children":634},[635],{"type":254,"text":636},"Was darf der Agent am Gerät tun, wenn ein anderer Bot fragt?",{"type":251,"children":638},[639],{"type":254,"text":640},"Dieselben Regeln wie im direkten Chat: Gefahrloses erledigt er selbst, Heikles legt er der IT zur Freigabe vor, Passwörter, Benutzerkonten, Firewall und Server fasst er nicht an. Jeder Schritt wird protokolliert.",{"type":261,"level":4,"children":642},[643],{"type":254,"text":644},"Welche Bots kommen dafür infrage?",{"type":251,"children":646},[647],{"type":254,"text":648},"Typisch sind Bots im Servicedesk oder ITSM-System, selbst gebaute Bots in Teams und Telefon- oder Chatbots an der Hotline. 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