AI and chatbots: Driving the future of IT service management

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The IT Industry Council indicated guidelines on how to secure the use of Artificial Intelligence, as it encouraged the participation of the public and the private sector to form partnerships for innovation, investment, Education, and scalability of the future workforce.

IT Industry Council has estimated that the U.S AI market will reach $40 billion in 2020, with a possible generation of $60 billion productivity improvements on an annual basis. In a Gartner report of 2017, the author stated that conversational and chatbot AI platforms had allowed the creation of service delivery channels for the government. These channels are being looked into by the government CIO’s to determine their roles for more opportunities to be identified.

Implications of AI for IT service management

One can easily think of chatbot development and AI as augmented intelligence. This kind of human intelligence is not here to replace humans; it is here to help people deliver quality services both internally and externally.

AI is looking to disrupt three key areas of IT service management (ITSM)
Point of entry

Chatbots that are AI driven will automate ITSM solutions to correctly interpret requests and incidents. Different route requests and scenarios will be learned by the chatbots to the right back-end process. AI will be equipped with a deep decision path that will direct inquiries to the solution with minor faults.

Chatbots powered by AI can identify the requester, profile them and route inquirers who are regular clients to an agency to the solution desired, saving enough time for the ITSM.

Back-end processes that are automated

AI can identify requests, recognize patterns and provide unlimited amounts of possible solutions to different scenarios. AI will gather the requests coming in and use integrated technology to automate the troubleshooting process until the problem is resolved.

Knowledge management

Databases that have trustworthy solutions will be accessed by AI solutions over time. AI will learn the organizational patterns for it to efficiently resolve issues. Not only will AI provide answers to the IT queries, but it will provide tips on training for analysts and end-users. The database will be updated consistently with relevant data, based on the new problems and their solutions.

The path to AI

When AI is successfully integrated to business and government agencies, there will be a lot of money saved and an increase in the service management and service desk capabilities. It has been documented by Deloitte Insights that automating tasks that have been placed on a routine by computers will free up approximately 96.7 million government labor hours on an annual basis, saving approximately $3.3 billion. Some of these tasks include using messaging apps to push important information to employees, reduce backlogs of service requests and help agencies identify trends in big data.

For this to happen, an automated infrastructure needs to be set up to connect the entire silo network. The foundation of AI will be administered when these tech operations are merged.

Integration

ITSM, security, contracting solutions, procurement solution, and operation analytics should be integrated with this connected and automated infrastructure, to gather new information, identify solutions and send data that will provide sufficient responses to inquiries on events through the ITSM.

Business process management

The workforce needs to be looked into differently when planning for augmented intelligence. Employees need to be trained by their companies or agencies on how to manage chatbots and chatbot development, how to become knowledgeable of the agencies operations, and on how to be more diverse in the technological know-how of their organizations.

All professionals of ITSM need to understand how security works, for instance, impersonation. Future jobs need the management of automated tasks in departments, as AI becomes a crucial business process.

Future uses of AI

When you look at ITSM of companies like Facebook, AI is being used to provide exceptional services that help the society. For instance, Facebook is using pattern recognition algorithms to identify texts that suggest that someone is suffering and they are considering suicide. The algorithms are trained using previous posts to identify the language that contains contexts that show signs of risk. Once the comments o posts are identified, an alert will be sent to the human review team who will suggest immediate help to the subject. Trials are being conducted in the US; if it is successful, other countries will adopt this AI capability.

Conclusion

Businesses in our current times expect results within seconds. AI and its branch of augmented intelligence will bring about efficient services and cost savings to businesses. If you start to deploy an AI-enabled infrastructure, you will reap the benefits of ITSM effectiveness and workforce satisfaction.

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