Managed service desk providers face difficult decisions. While prices and margins shrink, providers need to invest in intelligent automation to remain competitive. Service desk technology product managers need to know the costs, technologies and changes required to succeed with IA.
- Develop IA Capabilities and Accept Lower Margins for One to Two Years Until Reduced Labor Costs Return Long-Term Profitability
- Invest in Natural-Language Processing (NLP) Capabilities to Build Toward an Effective Multichannel Service Desk Communication
- Redesign Knowledge Management Insight and Centralize Access to Relevant Data Sources to Enable Future IA Success
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