Back in June 2020, we laid out our overarching vision for using artificial intelligence (AI) both within the TOPdesk platform and within the TOPdesk Marketplace.
New advances in automation and Artificial Intelligence (AI) offer novel opportunities to improve service desk efficiency and customer satisfaction. So what’s TOPdesk’s vision when it comes to automation and AI? Where do we see the potential in using AI for service management? And what applications will we invest in throughout the years to come? In this post, I’ll share our vision on how automation and AI will shape service management, the impact that they will have on our product, and how you’ll benefit.
When high impact issues have just arisen, they often hog a good share of the support team. Without being aware, the agents work on calls that can be traced back to one and the same cause. As soon as the support team realizes that there's actually a common underlying problem, the responsible agents can align their investigation.
Wouldn't it be nice if TOPdesk could help out here! If the tool crawled calls for possible connections between them?
This is where the new Call Affiliation, now available in TOPdesk Labs, takes up. With AI at its core, the feature is designed to help you detect related issues as soon as possible.
AI and Service Management
AI is hot. If you’ve visited any tech conferences recently, you’ll have noticed that all hosts talk about Artificial Intelligence in one way or another. The use cases presented by big technology vendors also spark the imagination. I’m sure you’ve seen the self-driving cars, Google’s DeepMind winning at Go and Virtual assistants making appointments for you by calling your hairdresser. However, as with any trend, the dust will have to settle before we can start distinguishing where AI can add real value. Many companies are still testing the water: experimenting and investigating applications without fully committing. So, what will the AI trend bring to the service management field and TOPdesk?
Artificial Intelligence is rapidly gaining ground in our everyday lives. We use it to avoid traffic on our way to work, or we let virtual home assistants keep track of what music we like and which ingredients we need to buy for a new recipe. But what does the rise of AI mean for the future of service management? TOPdesk’s development teams from all over the world joined a hackathon to find new AI solutions for TOPdesk.
Artificial intelligence has fascinated us humans for a long time. Stories have been written, movies have been made. 2018 marks the fiftieth anniversary of two important events in AI: the release of the film 2001: a Space Odyssey and the publication of the book that inspired the Blade Runner films. Sounds like the perfect time to see where we’re at when it comes to AI.
