AI will revolutionise IT services – so how can the industry prepare?

Our home lives are increasingly filled with a proliferation of smart devices and apps designed to meet our needs and answer our whims almost instantaneously. Services such as Alexa and Siri mean that simply speaking aloud will instantly fetch information or fulfil a task. This trend at home is reflected in the professional world, with workers beginning to expect the same instant gratification for their workplace needs, and accordingly self-service and automation have become essential for all IT service desks. The next phase of this evolution is the advent of artificial intelligence-powered services that not only meet our requests but learn to anticipate our needs by analysing our individual preferences. While the technology is still nascent, AI has become a major focus in most fields.