Major Manufacturer Replaces ServiceNow with Axios assyst
by Markos Symeonides on 08-Feb-2021 13:15:00
A major manufacturer replaces ServiceNow with assyst to create a better service desk. 🕙 4m
Virtual Agent vs AI Bot: What's the Difference?
by Markos Symeonides on 26-Jan-2021 13:42:42
Research from EMA shows 7% of IT people don't make a distinction between Virtual Agents and AI bots—but there are differences. To make quick progress with AI in ITSM, you need to make sure everyone is on the same page. Part of our Understanding AITSM series. 🕙 3m
How Advanced Service Desk Chatbots Work
by Markos Symeonides on 10-Sep-2020 15:45:00
A service desk chatbot feeds on data. The more data you feed it, the more it can do—increasing value for customers and reducing costs for IT. Seamless integration into your knowledge base, infrastructure, service and support data unlocks a chatbot's ability to handle a broader range o …
How to Launch a Service Desk Chatbot
by Markos Symeonides on 09-Sep-2020 15:15:00
Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver. A successful chatbot implementation relies on the right approach. As a new technology, many of the requirements can only be discovered through …
Unified ITSM is Key to Omnichannel and AITSM
by Markos Symeonides on 07-Sep-2020 14:00:00
Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer experience with omnichannel ITSM, you'll need a connected dataset that spans your whole environm …
How to Make Omnichannel ITSM Work
by Markos Symeonides on 02-Sep-2020 16:17:03
If you start with the right approach and the right technology, it's easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. Part of our Omnichannel ITSM series. 🕙 3m
How Omnichannel ITSM Improves Quality, Speed, and Cost
by Markos Symeonides on 31-Aug-2020 13:15:00
Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational costs—at the same time. Part of our Omnichannel ITSM series. 🕙 3m
AI in ITSM: 5 Angles to Consider
by Markos Symeonides on 09-Jul-2020 14:00:00
Research from Microsoft shows that over half (56%) of organizations are doing something with AI, yet only 24% of business leaders say they have a defined AI strategy. Most organizations are still in "discovery phase", experimenting on a small scale to get a feel for what's possible an …
Service Desk Chatbots Rely on Quality Support Knowledge
by Markos Symeonides on 08-Jul-2020 14:30:00
Think of a chatbot as the engine and support knowledge as the fuel. A service desk chatbot can be quick to deploy and free up 30% of your support capacity...if you have the right knowledge for it to tap into.
How Chatbots are Changing Life on the Service Desk
by Markos Symeonides on 07-Jul-2020 14:00:00
A chatbot can look after 30% of a service desk's tickets, giving human agents more time to focus on solving the big challenges that make a real difference. When you have a chatbot looking after the basics, this triggers a cascade of benefits which together enable the service desk to t …
