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Is Artificial intelligence the Future of IT Help Desk?

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Artificial intelligence is one of the biggest markets for growth within the field of technology today. In fact, AI is rapidly empowering us to make major changes to various fields within the realm of technology. Help desk is no stranger to the idea that there is room for improvement within this niche of technology. Businesses use help desk software to manage a variety of different types of information. From customers' questions and concerns to employee computer repair requests, help desk is a solution for organizing, responding to, and gathering results from each of those individual tickets that are completed. If you utilize a help desk for your own business, then you may have wondered how help desk could be changing in the near future.


Espressive Introduces Barista Conversational Surveys and Smart Ticketing

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Espressive, a pioneer in artificial intelligence (AI) for enterprise service management (ESM) and a 2019 Gartner Cool Vendor, announced the latest advances in its virtual support agent (VSA) Espressive Barista, including Barista Conversational Surveys, the first AI-based survey to inform decision making while triggering actions in real time. Additionally, the new Barista Smart Ticketing capability employs machine learning (ML) to build a predictive model to accurately classify, assign, and prioritize tickets, enabling fast deployment and improved mean time to resolve (MTTR). "In today's economic climate, it has become extremely important for enterprises to implement digital technologies enabling them to innovate, execute, and pivot faster than the competition," said Pat Calhoun, CEO and founder of Espressive. "The challenge CIOs face is that any new technology has to deliver an extremely fast time to value with a positive impact on workforce productivity. Today's announcements further position Espressive customers to meet both of those objectives."


Microsoft's Flight Simulator is a ticket to explore the world again

The Guardian

For a few seconds, it seems real. Then, on the horizon, the landscape gives way to rugged coastline, and, as the plane flies closer, we glimpse the rippling waves glinting in the evening sun. In real life, I have not seen the ocean for five months and, although I'm just sitting in my kitchen watching a virtual presentation of a video game, I feel a surge of emotion. When the latest instalment in Microsoft's decades-old Flight Simulator series was first shown at the E3 video game event last year, it drew gasps from the audience. Using two petabytes of geographic data culled from Bing Maps, together with cutting-edge, machine learning algorithms running on the company's Azure cloud computing network, the game presents a near-photorealistic depiction of the entire planet.


Not business as usual

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As the grip of COVID-19 intensifies on an increasingly splintering world and more and more people shelter themselves indoors for work, life, and everything in between, businesses large and small are finding themselves struggling with an overbearing demand for answers. People are looking for a semblance of clarity amid the confusion and uncertainty surrounding the pandemic. And service managers are finding it increasingly difficult to navigate the surging demand as support agents turn as panicked, anxious, and unsure as customers themselves. Businesses spanning restaurants, food delivery, meal kits, healthcare, gaming, education, technology, streaming, e-commerce, and online subscription services are registering alarmingly high volumes of support tickets. Where the support reps are finding themselves overwhelmed by the burgeoning numbers, frustrated customers are experiencing hours-long wait times and turning more distraught.


How Uber Uses Machine Learning To Improve Its Customer Service - The Click Reader

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Millions of tickets arrive at Uber's customer service department every week from its riders, drivers, eaters, etc. It is important for Uber to handle these tickets in a quick and efficient manner to retain its customers and fuel the companies growth. For this purpose, Uber has designed COTA or'Customer Obsession Ticket Assistant'. COTA is a Machine Learning and NLP powered tool that enables quick and efficient issue resolution of more than 90 per cent of Uber's inbound support tickets. For detailed information about different processes in the pipeline, please refer to this article by Uber. Uber is known to organize its processes using Machine Learning to achieve high speed and accuracy.


Turbo-Charging Customer Service with Artificial Intelligence

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With companies struggling to survive the COVID-19 storm, new approaches and tactics have replaced existing business models and strategies. However, the biggest challenge for businesses remain ensuring superior customer experience and preserving relationships to thrive in this new normal. In fact, according to a survey conducted by Forrester, consumers now feel more fragmented, disconnected and less trustworthy of brands than before. Accompanied with minimal physical interactions, companies are in search of devising unique ways to interact with customers and keep them happy and connected. Current customer service models are hinged on availability of an army of agents to satisfactorily resolve customer queries.


Viewpoint: What Donald Trump gets wrong about Somalia

BBC News

In our series of letters from African journalists, Ismail Einashe considers how Somalia has become caught up in the US election campaign. President Donald Trump is making Somali-American congresswoman Ilhan Omar one of the bogeywomen of his campaign for re-election to the White House in November - and by proxy her country of birth Somalia. In his most recent attack, at a campaign rally in Tulsa, Oklahoma, he tore into the 37-year-old alleging that she wanted to bring the "anarchy" of Somalia to the US. "She would like to make the government of our country just like the country from where she came - Somalia. And now, she's telling us how to run our country. Ms Omar, who arrived in the US as a child refugee in 1995, is the congressional representative for Minnesota, which includes the city of Minneapolis where African-American George Floyd was killed by police in May, reigniting Black Lives Matter protests. But it was Ms Omar's Somali heritage the president chose to focus on in Tulsa, perhaps to distract from all the turmoil and unrest closer to home. In response Ms Omar said his remarks were "racist". She added that his anger came out of a recent poll that had shown him trailing his rival, Democratic presidential candidate Joe Biden, in her state, which is home to a large Somali-American community. The president described Ms Omar as a "hate-filled, American-bashing socialist", warning she would have a role in shaping the country if Mr Biden were to win. This is despite the fact that the pair are on the opposite ends of the Democratic Party - Ms Omar had been a prominent supporter of Bernie Sanders to win the Democratic ticket. But such rhetoric plays well to his base, so the electoral stage has been set, the cast chosen - and Ms Omar and Somalia have starring roles. In fact they both debuted last year at Mr Trump's rally in North Carolina where the crowd chanted about Ms Omar: "Send her back!


Top 10 Advantages & Disadvantages of Artificial Intelligence?

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Artificial Intelligence (AI) does not belong to the future – it is happening now. With the global AI software market surging by 154 percent year-on-year, this industry is predicted to be valued at 22.6 billion US dollars by 2025. Invented by John McCarthy in 1950, Artificial Intelligence is the ability of machines or computer programs to learn, think, and reason, much like a human brain. An AI system is fed in data and instructions, based on which the system draws conclusions and performs functions. It keeps learning human reasoning and logic with time, getting efficient on-the-go.


Artificial Intelligence in CRM: What are the Benefits? - WiseStep

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Organizations these days face the greatest challenge of managing data that satisfy customers' requirements. The key reason for this situation is the interaction with customers that generates more data. With the advent of state of the art technologies, there are ways to handle such scenarios and turn them into opportunities. In that manner, Artificial intelligence and CRM integration is a perfect solution. Artificial intelligence makes it easy to identify user need and behaviour. To overcome this challenge in business, CRM is already integrated with AI and is a central part of CRM. CRM's main aim is to provide valuable and customized products by understanding customers. CRM usually accomplishes its aims by using databases.


'Minecraft Dungeons' aims to be more than 'baby's first Diablo'

Mashable

The simple pitch for Minecraft Dungeons goes something like this: Two great games play great together. If you're a fan of Minecraft but haven't heard about Dungeons, an explanation is in order. The camera hangs overhead, giving you a wide view of the terrain as you smash and plunder your way to ever-more-powerful heights. The reality falls pretty close to that, too. If you've ever played Diablo, its sequels, or any of the games like them (such as Torchlight or Titan Quest), you'll feel right at home.