Transforming the Service Desk: Adding AI to the Team

As the workplace becomes increasingly digital, enterprise IT departments are adding a new member to the team: AI technology. Digital transformation has greatly enhanced enterprise productivity. Cloud solutions have replaced outdated, on-premises systems and bulky, physical assets are disappearing from desks. But the increasing number of digital users also produces mass amounts of service requests. Leading enterprises recognize the rising number of service requests as an opportunity to innovate and incorporate AI into their IT service management (ITSM) solution. Specifically, IT teams are implementing conversational AI, commonly configured as chatbots.