Sponsor: Serviceaide, Inc.

Uplevel your approach to modern service management. The latest ChangeGear digital service management release includes two digital service management bundles. Whether your focus is in ITSM or enterprise service management, Serviceaide has a solution that meets your needs. Discover how these cutting-edge AI features can transform your productivity, decision-making, and reporting capabilities.

The Point Broadband team provides residential and business customers access to the Internet; they route Internet traffic, resolve domain names, and maintain infrastructure to support all subscribers. The business operations model is complex. Getting the correct data through the escalation levels and ensuring rapid response to customer issues is a top priority.

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IT service and support is a critical foundation supporting the business. If employees or customers can’t access information, then productivity is impacted and business is potentially lost. Without an efficient service desk, your business is limited. By applying smart automation to repeatable processes, companies can transform their operations to deliver the level of service end users expect. For years organizations have relied on IT Service Management (ITSM) software to manage and automate the delivery of IT services. This expertise is now being leveraged to expand service and support capabilities across the enterprise. The addition of artificial intelligence (AI), natural language processing (NLP), and machine learning (ML) to further predict needs and automate tasks, brings additional improvements to service delivery.

Artificial Intelligence (AI) is rapidly transforming service and support environments through advancements in virtual agents, predictive capabilities, and automation.

• Reduce costs and complexity for IT with Service Desk software that’s easy to implement and manage.
• Leverage flexible licensing and delivery models for the best-fitting service desk solution that meets all of your business requirements.

Serviceaide and Business Performance Innovation (BPI) Network researched the impact AI is having on the service and support industry.

The study examines many incredibly timely and important questions concerning how AI is and will be leveraged. Some areas of investigation include:

• Where are companies in their planning and roll-out of AI applications in the enterprise?
• What roadblocks and concerns do businesses have about this rapidly evolving technology?
• How will AI affect the future of products, processes, services and support for customers and employees?