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When Will AI Virtual Support Agents Replace Your IT Service Desk?
Hype about artificial intelligence (AI) grows as consumers become familiar with virtual assistants using conversational platforms. Infrastructure and operations (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.
I&O leaders looking to optimize IT operations using IT service management should:
- Determine receptivity for virtual support agents (VSAs) before making any investment in the technology by observing consumer trends and through directly engaging with business users.
- Procure VSA technology only when the benefits of efficiency and additional contact channels outweigh any negative impact on customer satisfaction.
- Plan to wait for complete VSA solutions “off the shelf” to avoid developing experimental technology in tandem with vendors.
- Establish a foundation in knowledge management using techniques like Knowledge-Centered Service (KCS) to build a valid and dynamic knowledge base before implementing VSA technology.
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