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Know About AI And AI Service Management Technology Trends


Digital transformation is a reality for many enterprises looking to maximize their expansion and be able to adapt to the changing demands of business. The limits of ITSM driven by humans ITSM are becoming increasingly pronounced as a result of changes like:

Artificial intelligence (AI)

Robotic process automation (RPA).

Internet of things (IoT).


AI for ITSM Technology Trends

AI and RPA have come together to form the cognitive enterprise. AI is commonly utilized to describe processes such as RPA. However the real value of ai-powered service desk is in deep- and machine-learning. RPA is an automated process that mimics human interaction.

IOT is connecting the entire world that surrounds us with the internet and is posing new challenges to companies in terms of logistics and security. Multi-cloud technology helps enterprises overpower the limitations of single vendors as well as increase their flexibility and cost efficiency. These developments are creating ITSM attempts by human beings to slow growth. It's time to make a shift towards a cognitive enterprise.

From IT Service Management to Cognitive Service Management with the help of AI

Cognitive service management (CSM) offers an answer to several of the ITSM issues that are faced by growing companies. Virtual agents and chatbots are transforming the IT support levels of L0/L1/L2 into more accurate and effective cognitive processes. They make use of AI, Machine Learning, and RPA to transform costly and inefficient manual processes into more efficient, less expensive, and more cost-efficient processes.

The journey to the Cognitive Enterprise

Traditional online companies employ human-driven ITSM to meet the requirements of their clients. This method is enhanced due to the extraordinary efficiency of each employee, however agents aren't as efficient due to repetitive, manual tasks.

As businesses advance in digital maturity, they are beginning to explore the possibilities of multi-cloud as well as multi-device (IoT), and multi-channel strategies. Mobile, web and social channels are explored as possibilities for service management. In this context, the digital enterprise is able to function.

Service management is now proactive and prescient with the introduction of new technologies into the cognitive enterprise. it automation Automates the management of services. This makes human agents more efficient and to take part in a wider array of tasks.

How AI Simplifies the Life of an Service Desk Agent

Today, successful service management is based on five steps:

The service desk is contacted by the user.

The L1 agent is the one who creates the ticket.

The agent picks the appropriate support category for the ticket.

The ticket is sent to the correct support group.

The ticket has been resolved.

If everything goes according to plan, customers are happy. When a mistake is made during the process chain, the traditional ITSM can be exposed. If an agent picks the wrong ticket category and the incorrect support team receives it the ticket is sent back to the agent for reassignment. This results in poor productivity and dissatisfied customers. If you want to learn more about ai chatbot demo it is recommended to go to

A typical day for a service desk agent will soon look very different. Chatbots and virtual agents manage ticket creation as well as initial contact. The proper agents are automatically identified. Cognitive service desks also provides suggestions, recommendations and assignments. This means happy customers as well as faster ticket resolution.

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