Artificial Intelligence and Automation techniques can be used in IT service management in several ways, including:
Incident categorization
Intelligent ticket routing
Creating a knowledge base
Apart from that, some advanced solutions, such as Freshworks Freddy AI can even convert your knowledge base into a customer service chatbot.
ServiceNow AI capabilities also come in handy to process wads of information to identify categories and patterns in the data. It helps in enabling new methods to search, find, utilize, and handle information and add automated workflows to document management processes.