As we move into the future, it's obvious that IT service management will become more automated. Artificial intelligence is the use of computer software to do some of the tasks humans do, and continuously learning by analyzing new data. Find out how virtual help desk is changing the landscape of a variety of IT environments including service management.

These are the fields where AI for ITSM might have a dramatic impact:

Point-of-entry

AI can be used to not only to translate messages, but also interpret them (through patterns detection and natural language processing systems, and other techniques), before the information is recorded in an IT Service Management System. This will allow the infrastructure of computers to handle the increasing number of service requests more efficiently and accurately. Chatbots, also known as computer programs, often referred to as artificial conversational entities, will be used for customer service. As the use of chatbots expands it will reduce the need to interact with humans.

Automated back-end processing

AI when combined with service management will allow the system to grow how it responds to the requests. This will help it to be better able to handle future requests. The AI database will constantly be continuously updated with the latest information it has learned from previous experiences.

In addition to handling human-generated requests, service management merged with call center automation as well as other network applications will be able to create the service requests it needs. The combination (service management/AI solution) will, for example can respond instantly to network problems - such security breaches, or problems like increased computer crashes instead of waiting for human input to detect and resolve network issues. The AI analysis of the service management system will go beyond just responding to incidents. It can also anticipate future problems and suggest how to deal with them.

Management of knowledge

Service management, when combined with artificial intelligence will allow:

Training end-users

Recognize patterns that could assist you in solving your issues, spot risky trends and predict customer needs.

Provide better documentation

Artificial Intelligence will continue to increase in the market as a viable alternative or a complement to human interaction. It's only the beginning of AI integration into service management. It could take a long time before a complete transformation takes place. At Aisera we can inform you about conversational ai platform.

Be aware of future trends, such as AI and Service Management

It's hard to stay up-to-date with every type of technology. AI is a powerful tool that can be used by many IT companies. However, AI technology is constantly developing. Learning how these advances are best utilized, including how they can change the way service management is done requires the assistance of experienced IT experts. Volico's data consultants are always on top of the rapid changes. Contact Volico to receive expert and clear advice on AI and other applications for managing services.