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Many businesses are realizing the significance of digital transformation to increase their productivity and be able to adapt to the changing demands of business. With technological developments such as:

Artificial Intelligence (AI).

Robotic process automation (RPA).

Internet of things (IoT)

Multi-cloud

AI and ITSM Technology Trends

AI and RPA are joining forces to form the cognitive enterprise. AI is frequently used as an umbrella term to describe processes such as RPA However, the strength of ai for it support lies in deep- or machine-learning. RPA is a term used to describe automated workflows that mimic human interactions.

IOT connects the world all around us to the internet and presenting new challenges for companies in terms of security and logistics. Multi-cloud technology helps enterprises surpass the limitations of a single vendor and expand their capacity and efficiency in terms of cost. Nowadays, human-driven ITSM efforts are bottlenecking growth in the face of these trends which is forcing the transition to a cognitive enterprise.

From IT Service Management to Cognitive Service Management with AI

Cognitive service management (CSM) is an answer to most of the ITSM problems faced by expanding enterprises. Virtual agents and chatbots are transforming the IT support levels of L0/L1/L2 into more precise and efficient cognitive processes. They make use of AI, Machine Learning and RPA to transform inefficient and costly manual processes into faster, cheaper and more cost-effective processes.

The Journey to the Cognitive Enterprise

Traditional online companies employ human-driven ITSM to meet the needs of their clients. This method is made more effective through the outstanding performance of each employee, however agents aren't as productive due to repetitive, manual tasks.

As enterprises grow in their digital maturity, they are beginning to discover the application of multi-cloud, multi-device (IoT) and multi-channel strategies. As options for managing service including mobile, web, and social channels can be investigated. This is the place where the digital enterprise is operating.

As the newer technologies for the cognitive enterprise are adopted as a result, service management can become proactive and predictive by using ai service management to automatize processes of service management. This lets human agents be more productive and participate in a wider array of tasks.

How AI can simplify the work of a Service Desk Agent

Five steps are vital to service management success today:

The service desk is contacted by the user.

The L1 agent is the one who creates the ticket.

The ticket agent chooses the appropriate support category.

The ticket is routed to the appropriate support group.

The ticket gets solved.

Customers are content when everything goes according to plan. When a mistake is made in the chain of processes, the traditional ITSM can be exposed. If the agent chooses the wrong ticket type and the incorrect support team receives it, the ticket will be sent back to the agent to be reassigned. This can lead to low productivity and unhappy customers. Aisera.com is the best resource to get information about nlu conversational ai.

A day in the life the service desk representative is likely to look completely different. Chatbots and virtual agents manage the creation of tickets and initial contact. In addition, the appropriate agents are automatically classified. Additionally, the cognitive service desk offers suggestions, suggestions, and assignments. This leads to a significantly better resolution of tickets and happier customers.