Don’t Overlook Chat in All the Chatbot Chatter Posted by Stephen Mann on September 26, 2017 There’s lots of talk about the potential of chatbots but human-to-human chat could, and should, also be playing a bigger part. Here’s why.
Could the Future of IT Self-Help Be Intelligent Self-Service? Posted by Martin McKenna on August 8, 2017 The ability for IT end users to self-serve, or self-help, continues to advance, but what do we REALLY need from a self-service portal?
The Power of Chat for IT Support Posted by Jonathan Munn on May 18, 2017 Chat for IT support is still a minority access and communication channel, but it should be doing so much better. Please read on to find out why.
Is the Automation Storm Coming to the Service Desk? Posted by Roy Atkinson on April 12, 2017 Automation isn’t at a point where you can replace your staff with a bot. However, you should be thinking about the coming day when you can.
How Artificial Intelligence Improves Customer Service Posted by Parit Patal on February 23, 2017 The self-service approach to customer service has gone too far. Can we shift the burden onto an Artificial Intelligence system instead?
5 Common IT Automation Mistakes and How to Avoid Them Posted by Elzette Wilkinson on September 13, 2016 IT automation is the cornerstone of successful ITSM. But is still considered by many as difficult to implement and costly. How can you avoid these pitfalls?
