This article was originally published via LinkedIn
Following on from research and answering more questions from this article here as to why organisations are not (yet) using AI, let’s look at the organisations who are planning to, or at least considering it, within the next 12months and the thinking behind that.
I asked the question
Q: If you’re not currently using AI, then do you have plans to introduce this capability within the next 12 months (and what benefits are you looking to drive)?
The organisations who ARE planning to introduce this capability? Where do they see it bringing them the most value?
I’ll say it again, no correlation with vendor solution here, make of that what you will…
But those that are looking to implement AI have the following key drivers.
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Increased customer satisfaction: Faster resolutions, improved self-service options, and better access to information.
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Greater efficiencies: Reduced workload for IT staff, automation of mundane tasks, and improved ticket handling.
Specific Use Cases:
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Chatbots and virtual assistants: Providing self-service options and answering basic questions.
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AI-powered knowledge base: Improved search functionality and suggesting relevant knowledge articles.
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Automated ticket routing and classification: Categorizing tickets and assigning them to the appropriate team.
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Incident analysis and prediction: Identifying trends and proactively addressing potential issues.
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AI-assisted resolution: Suggesting solutions and automating repetitive tasks.
If you’re thinking about introducing #AI capability within your service management function or just looking to achieve better outcomes, but are uncertain where best to start, get in touch with the team at Xcession Ltd for an exploratory conversation – we’d be happy to share our experiences and knowledge around this and help you get started 👍🤖
Footnote – stats compiled and current as of Freedom of Information (FOI) research carried out in May/June 2024
