Alemba Chatbot 1.0

Always-On Support That Speeds Up Service

Alemba Service Manager’s Chatbot 1.0 transforms how users interact with Incidents and Service Requests. This intelligent virtual assistant provides fast, personalized, and 24/7 support—giving users instant access to answers and allowing service teams to focus on more complex issues.

Whether it's a simple query or a form-based request, the chatbot understands user intent, surfaces the right content, and reduces the need for human intervention.

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Alemba Service Manager workflow on iMac

Why Use Alemba Chatbot?

Service desks often deal with repeatable, low-complexity questions that can drain productivity and tie up resources. Alemba Chatbot helps by deflecting Tier 0 and Tier 1 enquiries, improving response speed, and enabling self-service resolution without increasing headcount.

It fits directly into your existing self-service portal, delivering accurate answers through natural language conversations. Forms are pre-filled where possible, and users can still escalate to a live agent with full context.

Business Benefits

  • Instant access to your knowledge base from any screen
  • Faster resolution of common incidents and service requests
  • Reduced support costs through call deflection
  • Consistent answers from verified articles and FAQs
  • Greater productivity by reducing repetitive tasks
  • Improved customer satisfaction with faster support
  • Continuous learning through automated content updates
  • Empowered users who can solve issues independently
  • Scalable support during high-demand periods
Chatbot Screenshot

What Alemba Service Manager Provides

  • Natural Language Processing (NLP) to understand real user intent
  • Real-time search of verified knowledge articles and service catalog forms
  • Contextual form pre-filling using SSO and user profile data
  • Escalation to live agents with complete chat transcript
  • Nightly re-indexing to keep chatbot responses accurate and current
  • Tight integration with Alemba’s Self-Service Portal

The chatbot sits as a floating icon on the bottom right of the portal, available anytime. It blends into the service experience with no additional learning curve for users.

  • Reduced change lead times

    Call volumes dropped by 38%

  • Unplanned outages

    Service agents focused on complex or vulnerable-resident cases

  • Unplanned outages

    No increase in staff or overtime

  • Unplanned outages

    Bot knowledge stayed accurate via continuous updates

Use Case: Reducing Call Volumes at a Local Council

A local Council experienced high call volumes during peak times, with 62% of calls related to simple questions like bin collection or direct debit setup. By embedding Alemba Chatbot into their portal, they replaced a static FAQ with a conversational AI that understands natural language.

The chatbot handled routine enquiries instantly and passed complex ones to live agents—with full context preserved. As a result:

Getting Started with Alemba Chatbot

Here’s how to deploy Alemba Chatbot 1.0 in your environment:

Review Knowledge Articles

1. Review Knowledge Articles

Ensure articles are accurate and up-to-date, as they form the foundation of chatbot responses.

Choose Hosting Setup

2. Choose Your Hosting Setup

Host in Alemba’s managed environment (optional extra cost) or use your own Azure tenancy.

Configure Azure Language Studio

3. Configure Azure Language Studio

Create a Language Studio resource in your Azure account (with or without Alemba’s assistance).

Set Up in ASM

4. Set Up in ASM

Use the Alemba Chatbot Admin panel to configure Azure parameters and publish Knowledge Articles.

Once configured, the chatbot appears in your portal and is ready to assist users immediately.

See It in Action

Want to see how the chatbot deflects tickets, guides users, and reduces service desk load? Contact us or book a demo today!

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