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Featured Content
Generative AI
Transform Your Service Desk with a GenAI Chatbot for Agents
Much has been written about the opportunities of generative AI (GenAI) chatbots in an end-user context. Where the GenAI capabilities finally turn IT self-service capabilities into a service that meets end-user expectations. However, it’s essential not to overlook the opportunities to transform your IT service desk, and not just your IT self-service capabilities, with GenAI…
Generative AI
Streamline IT Support with Image Analysis
IT service management (ITSM) teams are under increasing pressure to meet growing end-user expectations of corporate IT support. As example data points, the Forrester Research “The State Of The Service Desk, 2022” report found that 62% of employees avoid the IT service desk. Unfortunately, 58% live with ongoing IT issues that the service desk can’t…
Generative AI
Why Multi-Channel IT Support is Essential in the GenAI Era
A decade ago, the IT service management (ITSM) industry was awash with talk of the IT self-service portal being the cure for all IT support ills. There were also service portal strategies where the traditional telephone and email channels were to be closed, with end-users forced to use the “superior” service portal channel. However, many…
