The question of AI integration and adoption by the majority of enterprises is not an easy one to resolve. The ITservice management (ITSM) and the place of AI in this system are, ironically, both a pivotal and an obscure topic in today’s business world. For the time being, AI is not as powerful as some people fear it to be. This is why businesses mostly use it to efficiently handle a plethora of repetitive, menial tasks. Still, by taking people away from these menial chores, you’re increasing their workplace satisfaction and getting more impressive results. Here’s what you need to know about the AI service management in 2020.
Augmenting human workforce
People who are afraid that AI will soon replace the human workforce have a completely wrong idea about how present-day AI tools work. Sure, they’re quite potent and powerful but they’re nowhere near that level. More and more enterprises are adopting AI technology (as many as 270% of them), however, this doesn’t mean that these companies are laying off human employees. If anything, the AI service management allows a smaller human taskforce to be just as effective as its much larger counterpart. This way, businesses that otherwise wouldn’t be competitive have a fighting chance.
Chatbots
The next point of interest in this field is definitely chatbots. The reason why chatbots are so relevant is due to the fact that they benefit both your staff and the customer. The customer receives a much better service, seeing as how the chatbot immediately responds. The majority of their issues can be resolved automatically, which is why having humans tend to this task seems to be a non-preferred solution, regardless of who you talk to. Moreover, you really don’t have to choose. Phone-based customer service has this model for ages now. For automatic reports of most common accidents, you have a robot-based system. Still, there’s always an option of talking to a human operator.
Tools are available and sophisticated
Tending to your AI service management is not something that you’re expected to handle on your own or something that you’re expected to handle manually. There are some specific tools that you can turn to in order to make your life substantially easier. First and foremost, what you need is a service desk automation platform. Not only will this platform make the tasks easier but also lower all your costs, improve your business productivity and increase the self-service resolution rate. In other words, you help your customers work your job and allow them to pay you in the process.
Knowledge spreading and its perks
Another pivotal issue with service management lays in the fact that it allows more efficient management of knowledge that it can utilize in order to benefit your enterprise. For instance, it starts by providing some basic training to end-users. This is the form of training that they aren’t even aware of. This also allows your service management (in combination with the AI) to recognize dangerous trends and even predict customer needs. Finally, when it comes to keeping track of documentation, this method is far more reliable than any form of human-based data entry.
Unparalleled growth
One of the things that any layman could notice about the expansion of the software-as-a-service (SaaS) trend is the fact that there’s a lot more talk about it in the past several years. Once you take a look at the numbers, the figures appear far more impressive. First of all, the market value jumped from only $5.6 billion to a surprising figure of $133 billion between 2008 and 2018. As for the number of SaaS subscriptions between 2018 and 2020, the figure jumped by nearly 96%, which is beyond impressive.
The automation and human error
Finally, it’s important to talk about the role of human error and the reason why automation makes it obsolete. In order to clear any potential confusion, it’s important to mention that human error will always be a huge factor. Still, if you manage to minimize the cause of the error to the consumer rather than the service provider, you’ve already eliminated a significant part of the problem. Sure, consumers/users are always more likely to cause this type of miscalculation but it still helps you take some blame off your IT service, which is a huge PR victory for you and your team.
In conclusion
The main reason why this method works so efficiently is the fact that the future of the ITSM comes with so many advantages with both the enterprise and the customer. In the past, one had to look for a perfect balance of a scenario in which the first and the latter got what they want. With the emergence of ITSM, their desires turned out to be one and the same thing. Further improvements in the field of AI might create superior B2C interactions, as well as an improved workplace environment for everyone.
