864 views1 Upvote3 Comments

CIO in Healthcare and Biotech, 51 - 200 employees
That’s an interesting and open question. If I had two guess I’d suggest there will be an evolution. Phase 1: service desk vendors adopt ai to facilitate chat and moderated responses (based on internet and intranet data, what is most likely answer). In this scenario, help desk rely less on broad general knowledge and start a transition to curation and moderation. Phase 2: ai is trainable in real time so has the best knowledge of your technical environment and general technology issue. Help desk (if they still exist) become prompt engineers to help staff figure out how to ask the right question. Since prompt engineering will be a generalized skill this team can morph from basic (T1/T2) help desk to an AI user support team with much broader scope. As AI evolves it will move from advice to action so be able to transition from diagnostics to solutions (ie “you can no longer access this system because your account expired. Would you like me to rest your password?”). Early thoughts. 
Head IT - Infrastructure, Ops & Applications at Dhani, Indiabulls Group in IT Services, 5,001 - 10,000 employees
It tremendously helps us in driving contact less operations for both internal IT and contact center operations.
Senior Director, Defense Programs in Software, 5,001 - 10,000 employees
The basics - automating routine tasks such as password resets and providing quick access to information. Chatbots powered by AI can assist customers 24/7, and machine learning algorithms can analyze data to identify trends and predict issues before they occur.

More advanced, AI can enable more personalized support and reduce response times, improving customer satisfaction.

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CTO in Software, 201 - 500 employees
Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.
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