Artificial intelligence (AI) and machine learning (ML) are turning up seemingly everywhere these days, and the IT support function is no exception. In fact, experts see AI in various forms becoming a key component of the help desk in the years to come.
“Artificial cognition will, over the next three to five years, become absolutely indispensable for any form of operations or support,” says Shannon Kalvar, research manager for IT service management and client virtualization at research firm IDC.
IT self-service is nothing new. But these days it’s becoming much more sophisticated, with chatbots and intelligent search recommendations to help guide users to the right solution. AI is expected to increasingly help IT support teams in other ways too, such as predictive analytics for incident management, demand planning, and workflow improvement.
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(Insider Story)
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