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1

Rule-Based vs. AI-Bots – What’s the Difference?

Up until relatively recently, the only option end-users had for receiving IT support were phone calls, tickets or emails. Now, thanks to rapid iterations of artificial intelligence and machine learning technology, IT departments are able to leverage the power of intelligent bots to offer round-the-clock, automated (read: agentless) support. But not all bots are created […]

2

How AI is Revolutionizing the IT Support Role

Over the past several decades, the role of IT support has evolved from basic plug-and-play transactions to handling much more complex tasks and workflows. Unfortunately, the pace of technological change and demand for faster, more accurate and more seamless service has also evolved – in many cases, beyond what human agents are capable of. Furthermore, […]

3

How AI Can Reduce Service Desk Ticket Costs from $20 to $4 [Webinar Recap]

It’s the End of the IT Service Desk as We Know it (and We Feel Fine) If you’ve been paying attention the last few years, you know Digital Transformation is a concept that’s sweeping through many organizations, and fundamentally changing how they operate and deliver value to customers. There’s some very cool, but still somewhat […]

4

Hybrid AI in the Future of Work

Due to ongoing improvements in artificial intelligence and machine learning technologies, we are on the cusp of an entirely new era in automation. Not only are software robots adept at performing routine, repetitive tasks on behalf of humans, but they are now capable of carrying out activities that rely on cognitive abilities, such as those […]

5

IT Incidents: From Alert to Remediation in 15 seconds [Webinar Recap]

Author: Guy Nadivi Remediating IT incidents in just seconds after receiving an alert isn’t just a good performance goal to strive for. Rapid remediation might also be critical to reducing and even mitigating downtime. That’s important, because the cost of downtime to an enterprise can be scary. Even scarier though is what can happen to […]

6

5 Mistakes to Avoid with Self-Service Automation

Self-service automation is becoming more of the norm rather than the exception. In fact, a recent survey by SDI found that 61% of businesses were focusing on some type of self-service initiative (up from 47% in 2015). And it’s not only for making your customers’ lives easier. Many organizations are realizing the benefits of providing […]