Transforming the workplace
Digital transformation no longer focuses solely on enhancing customer interactions; it also aims to optimize internal processes. According to MIT Sloan, digital transformation involves utilizing technology to greatly improve enterprise performance, change customer relationships, internal operations, and value propositions. As a result, organizations are now integrating IT service management practices and technology into different lines of business, such as Human Resources and facilities, to eliminate cumbersome email and spreadsheet-based workflows.
IDC forecasts that enterprises will spend $1.2 trillion on digital transformation technologies in 2017, with spending projected to reach $2.0 trillion in 2020.
Accelerating digital transformation
AI-driven automation enables support organizations to deliver consistent, reliable services 24/7 across various geographies and devices. By leveraging intelligent data analysis, service management leaders can personalize interactions, optimize workflows, and allocate resources effectively to enhance service quality while reducing support costs.
AI-driven service management also presents strategic advantages, enabling managers to quickly access valuable information regarding the health of operations based on inquiries, issues, and changes related to business services. This valuable insight allows managers to proactively assess, design, and transition resources, vendor relationships, and budgets.
Additionally, security remains a top priority for all business leaders. By analyzing real-time data on how employees utilize technology, organizations can easily detect and address threats before breaches occur.
Setting expectations
Service management leaders should make it clear to executives that AI-driven automation may not always possess the immediate “correct” answer. At times, the system may require feedback through conversational dialogue or the need to redirect an employee to a live agent for request fulfillment or issue remediation.
The design, deployment, and training of AI-based service platforms determine their rate of adoption. The accuracy of systems leveraging machine learning and natural language processing should continuously improve. Therefore, organizations that initiate the training and implementation process earlier will reap the benefits and competitive advantages associated with AI sooner.
Unifying the strategy
It is advisable for service organizations to utilize an AI system internally before implementing it across the entire company. Service administrators can select a set of common issues and allow the AI system to suggest the appropriate action, recommend experts, and/or auto-assign/escalate the request to the appropriate support staff.
An iterative approach to deploying AI platforms enables teams to gain a higher level of familiarity, comfort, and trust with the solution. Once the value of AI-driven automation is understood by internal users, it can be extended to external users across all service domains.
By embracing AI and machine learning, enterprises can revitalize their digital transformation efforts, improve operational efficiency, enhance customer experiences, and gain a competitive edge in the ever-evolving technological landscape. So, are you ready to embrace the power of AI in your digital journey?
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