By Assunta Adiceam – Mesmin, Regional Manager France – Customer Relationship & Service Management of Colt Technology Services
The COVID-19 pandemic has rocketed the adoption of Artificial intelligence (AI) which is likely transforming the IT service management today. The global workforce is undergoing a massive technological shift that many are calling the “Fourth Industrial Revolution.”
With enterprises moving faster their digital transformation initiatives during the COVID-19 pandemic, challenges for IT service management last year were broadly focused on aligning the business and reducing downtime. This year, the main challenge is to assign more and more AI of day-to-day tasks. AI-driven changes are inevitable. Artificial Intelligence is transforming business processes and IT service management handling service desk and other service management functions and changing the concept of service management. That the increased use of AI in ITSM is inevitable because it improves self-sufficiency and the customer experience as well as the overall effectiveness of the service desk. Today, the main workforce is used responding service requests, managing incident tickets, working on escalations, and delivering services. With AI, these activities can be automated, making incident management and service delivery faster, cheaper, and more efficient. Thus, if you can shorten reduce the cycle for resolving incidents and delivering services, you may be able to spend more time working on how to improve customer experience with internal or external services. AI is a part of enterprise ITSM offerings, it can enhance the quality of every employee’s experience — from technician to customer. AI in the service desk should be as seamless as AI in everyday consumer experiences.
Business leaders understand the business value of AI for service management across the organisation. They see that it can become a powerful tool for the business to become more user- and customer-friendly and to manage its internal and external services better. AI delivers automated services for end users and systems generate a lot of data, and Artificial intelligence is the key to helping IT improve how it delivers services. This key trend be the use of virtual service desk agents leveraging natural-language processing technologies. AI can save a significant amount of time by recommending solutions to employees. Using machine learning, a modern service management solution can learn from behaviours of employees as they interact with the knowledge base to identify recommended solutions within the service portal.
For emergency situations, when speed and simplicity are mission critical, out-of-the-box implementations can go live in a matter of hours. However, enterprises that thoughtfully design, develop, and deploy AI have the potential to unlock even more value for their organisations and their users, be they customers, employees, or human agents.
This can fuel misconceptions around AI that overshadow its potential for the workplace. Employees are more than twice as likely to feel worried rather than enthusiastic when asked about the prospect of AI performing human tasks. For these workers, the revolutionary capabilities of AI technology and its increasing adoption can be intimidating. Despite the rise of AI, employees possess unique skills and emotions.AI cannot replace these skillsand emotions that are the value customers and employees still want to find and interact as humans.. AI can, however, streamline processes, augment human roles and assist in tasks that only humans can complete.
AI is today to human what Solow called the paradox productivity in 1987 with the computing revolution : People worried about their jobs, economists spoke of increasing productivity but this didn’t happen until humans adopted computing as their own before improving productivity. Today, Humans need to accept AI and transform themselves and hold their role above.