Both IT and business face the challenges of too many manual, error-prone workflows, an ever-increasing volume of requests, employees dissatisfied with the level and quality of service, and more. AI and machine learning technology can take ESM to the next level:
Smart search capabilities enable employees to find answers easily and quickly
Virtual agents or bots can perform tasks using natural language processing (NLP)
Intelligent analytics enable workflow optimization and automation
Metrics from unstructured data, for example user surveys, can be gathered and analyzed more efficiently.
Read How AI Is Enabling Enterprise Service Management from the resource list below for more thoughts and information on the role of artificial intelligence (AI) in the adoption and expansion of enterprise service management (ESM).
What is true of IT support, is also true for ESM; AI makes operations and outcomes better. To find out more read Ten Tips for Empowering Your IT Support with AI.