Council Post: ITSM : What Is Demanded For An AI Service Desk

With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM by embracing conversational AI, which promises to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction. The obvious question is, "How do I get started with conversational AI?" The following discussion highlights some erroneous--but unfortunately common--misbeliefs about conversational AI solutions. It shows how any enterprise can embrace the ITSM transformational journey irrespective of their size, level of deployed automation and personnel on staff.