Council Post: Leveraging AI And NLP For Automated Resolution Of Tasks


Pat Calhoun, a visionary leader focused on UX and adoption, is the CEO and Founder of Espressive, transforming enterprise self-help with AI. 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. These are initial help desk automation platforms focused on providing automated responses to incidents or inquiries. However, as enterprises saw the value associated with reducing their dependency on humans in problem resolution, they started looking at what to automate next. 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).

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