Presented by Ashwin Ram, ITSM evangelist.
Artificial intelligence's influence on service management only continues to grow with each passing day. Machine learning, deep learning, natural language processing, and other cognitive technologies have translated to chat bots, virtual assistants, intelligent routing, user sentiment analysis, predictive analytics, contextual knowledge, and a whole lot more in service desks. Put to use correctly, AI can help reduce costs, increase agent productivity, help forecast IT issues, identify problems, manage changes better, and improve key metrics including resolution times and SLA compliance level.
With so much hype around AI, IT service desk managers need to be able to separate the signal from the noise, and better understand how AI can positively impact their service desks.
Ashwin Ram R is an ITSM evangelist at ManageEngine, a division of Zoho Corp. He writes blogs, customer stories, and easy tips and tricks for the users of ServiceDesk Plus, the company s IT help desk software. He has also authored the article, "Machine Learning and ITSM: Helping Help Desks". He is interested in photography and is an avid collector of watches.