Leveraging AI And NLP For Automated Resolution Of Tasks - AI Summary

Enterprises are quickly shifting their IT help desk strategies away from one where every employee's issue or request requires human intervention to one that leverages artificial intelligence (AI)/natural language processing (NLP) for automated resolution. One area that the enterprise service management (ESM) market is now focusing on is the automation of tasks (e.g., fulfill a service request, create a new mailing list, schedule PTO, reserve guest desk). Once this problem was tackled, customers looked to automate virtually anything an employee could ask for -- essentially becoming a system of engagement for issues and requests. One of the most complex parts of creating automation with virtual support agents is to connect the automation to the human language. As the trend toward intelligent automation is moving well beyond IT to include HR and more, it's important that virtual support agent platforms enable organizations to accomplish tasks such as creating simple or complex integrations with virtually any REST API-enabled system.