What’s Next in Service Desk – Artificial Intelligence
Those organizations that have successfully matured their service desks, have begun to look for ways to leverage machine learning and artificial intelligence. For those with enterprise ITSM solutions, a number of ML/AI tools are now commercially available. These can provide more options for self-service, improve quality (First Call Resolution or FCR), and reduce MToE.
Combining knowledge management (KM) and artificial intelligence (AI) tools has been proven to increase human performance. The result is increased quality and decreased contact processing time (time to issue resolution). It also does not have to remove the role of the analyst. It makes simply makes them more effective and more efficient.