As we enter into 2020, looking back into 2019, let’s delve into a report from SDI to know about the expectations of service desk professionals for the coming months. The report provides specific data about the service desk – the benefits and struggles with ITSM tools, also outlining key trends, pain areas, and the priorities for 2020 for professionals. One of the key trends seems to be the uptake in AI and chatbot technologies.
According to a recent study, 89% of customers switch seller or service provider, if they find the quality of service is poor. Undeniably, a high level of service delivery tops the wishlist of almost every customer. Another study found out that Tech-based companies such as hardware, software, or cloud specialists are affected the most concerning meeting the expectations of customers. That’s why automating some tasks are of absolute necessity.
According to Enlyft, there are around 135,711 companies that currently use Slack as collaborative software. Chances are, your business might be one of those 135,711 companies. Though using Slack as a means of communication between members of the same team or different teams in a company leads to productive work culture, companies can leverage the instant messaging platform even more. How, you ask? By turning Slack into your business’ employee support hub. Here’s why.
The IT Service Desk is a primary point of engagement between users and an IT organization. To put it in simple terms, it is the single point of contact between the service providers and users for day-to-day activities. Typically, a service desk manages service disruptions and service requests besides handling user communications or outages and planned changes to services.
Artificial Intelligence refers to the simulation of human intelligence processes by machines, computer systems to be precise. These processes primarily include learning, reasoning, and self-correction. Machine learning is a term that is synonymous with AI. As the name suggests, machine learning refers to empowering machines to learn by themselves using the data provided and predict the best possible outcome of a complex problem.
In the last decade, automation has brought about considerable changes in simple and complex processes for quicker output. In the call center industry, programmed automation has enhanced customer experience and made a significant impact on support efficiency. With artificial intelligence being at the forefront of change, there is apprehension over whether AI will take over end-user support completely.
The growth of Artificial Intelligence has had an enormous spurt in the last few years. The use of AI in Helpdesk Automation is reducing the burden on professionals. Chatbots integrates with IT Service Management(ITSM) and acts as a virtual support agent.
Better analysis on how to shape the business outcomes. Did you know the UK government plans to invest 17.3 million pounds for a university research on Artificial Intelligence (AI)? This action may boomerang 654 Billion pounds back into the country’s economy. That’s the potential grandeur of applying AI in different fields and industries of the world today! The UK government seems to have made the right move and at an opportune time too. AI is the intelligence exhibited by machines.
Today, users are very savvy. With a tap of a button, people can rent, buy, lease, sell, talk, chat and basically can do everything one needs in day to day aspect of life. From a business perspective, companies are finding new ways to engage users to do business. The new startups have advantage in that they start fresh, but we have also seen companies pushing digital transformation to either adopt or perish to be meaningful in today’s demanding environment.
With the whole world flocking towards IoT market, businesses are rushing themselves to produce more and more smart devices. Even though its first foundation was laid in the late 1980s by students from Carnegie Mellon University, the actual boom began when the thought model for future interconnection environment was proposed, in 2004.
