by Markos Symeonides, on 26-Jan-2021 13:42:42
Research from EMA shows 7% of IT people don't make a distinction between Virtual Agents and AI bots—but there are differences. To make quick progress with AI in ITSM, you …
Read Storyby Markos Symeonides, on 09-Jul-2020 14:00:00
Research from Microsoft shows that over half (56%) of organizations are doing something with AI, yet only 24% of business leaders say they have a defined AI strategy. Most organizations …
Read Storyby Markos Symeonides, on 08-Jul-2020 14:30:00
Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacityif …
Read Storyby Markos Symeonides, on 07-Jul-2020 14:00:00
A chatbot can look after 30% of a service desk's tickets, giving human agents more time to focus on solving the big challenges that make a real difference. When you …
Read Storyby Markos Symeonides, on 10-Jun-2020 15:00:00
AI is a game-changer because, when applied correctly, it can simultaneously unlock the “holy trinity” of benefits: better, faster, and cheaper. It’s no longer a case of “pick any two” …
Read Storyby Markos Symeonides, on 22-May-2020 16:36:58
AI is redefining the service desk agent role. Virtual agent chatbots can interact directly with employees to handle low level tasks like password resets, issues which have clear algorithmic fixes, …
Read Storyby Martin Stewart, on 09-Oct-2019 11:12:08
AI was definitely the main theme at this year’s Microsoft Future Decoded event in London’s Docklands, with plenty of discussion around how organizations should approach the application of AI—but also …
Read Storyby Craig Whytock, on 04-Mar-2019 13:40:00
Imagine for a second, you’re in Edinburgh on a chilly winter night. You’re looking for the best restaurant that serves haggis. You type a few keywords into your search, which …
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