It would be great if the Chat option in Service Desk would have chat bot capabilities. This way if an end user started typing their issue/request, it would use Smart Suggest to help provide them with a solution we have in our knowledge base. If this doesn't resolve their issue, then it gives the option to create a new issue ticket or request ticket. I know this would be kinda redundant as the end user could type in the "What can we help you with?" search box but end user think they are being helped by a live person through the chat.
