Service Desk or Support Desk are ubiquitous in any organization and, are traditionally powered by human efforts. Off late, automation and now AI/ML has shown potential to fundamentally transform this function. While the concept of Enterprise Service Management (ESM) is not new, ESM is one of the "less-talked-about" horizontal capability in the context of AI and ML solutions.
For an enterprise, ESM has the potential to break silos, streamline service delivery, reduce cost, and deliver top-notch user experience to both internal and external users. AI and ML solutions have the potential to take this to the next level while helping Businesses achieve not only tactical but strategic goals too. ESM processes coupled with AI/ML capabilities are essential for any organization to climb the maturity ladder in Service Management space.
Login to this session as Miraj Vashi explains the fundamental domain aspects, the possibilities of AI/ML technologies and how it helps Businesses optimize key metrics. The discussion will also do a deep dive into a couple of use cases, type of AI/ML capabilities utilized in building such use cases and adoption challenges.