When it comes to a generic Enterprise Service Desk, what percentage of Tier 1 issues will be solved by AI bots rather than humans in 4-5 years?

Disruptive & Emerging TechnologiesEnterprise & IT Service Management (ITSM)

>90%12%

50-90%65%

25-50%15%

<25%9%

34 PARTICIPANTS
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Head of Transformation in Governmenta day ago

In 4-5 years? With progress as it is going, I don't think there will be a service desk at all. So call it 0% or 100%. And if we still need one, then that means there is something profoundly out-date about our software and process footprint. It's coming and it is coming fast.

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