Gartner Research

When Will AI Virtual Support Agents Replace Your IT Service Desk?

Published: 24 April 2017

ID: G00320107

Analyst(s): Chris Matchett , Rich Doheny , Magnus Revang , Kenneth Gonzalez

Summary

Hype about AI grows as consumers become familiar with virtual assistants using conversational platforms. I&O leaders responsible for the IT service desk are keen to exploit this to optimize IT support, but neither the technology nor the workplace is ready to depend on virtual agents now.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Many business users will avoid engaging with virtual support agents, making it challenging for I&O leaders to encourage unwilling users to engage with alternatives to human contact
  • Virtual support agents without access to a rich source of knowledge cannot provide intelligent responses, forcing I&O leaders to establish or improve knowledge management initiatives

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