QA services and testing are as old as the computer itself. With the focus on automating wherever possible, automated testing might seem like a no brainer. However, many factors must be considered before implementing automated testing. Organizations must ensure that projects are appropriate for automated...
As service desk automation augments agents, taking over repetitive jobs like ticket creation and call transcription, agents can focus on more complex tasks and creating a faster, better experience for customers. In addition, features like AI-powered emotion display and automated knowledge recommendation provide the foundation for...
By now, chatbots and virtual assistants are part of the IT Services lexicon, but have these evolved to a level where they can meet your service desk needs? In addition, are self-service approaches a good fit for those you wish to serve? Many companies are finding...
“The ability to use AI (Artificial Intelligence) to enhance decision making, reinvent business models and ecosystems, and remake the customer experience will drive the payoff for digital initiatives through 2025,” according to Gartner’s Top 10 Strategic Technology Trends for 2018. However, many companies are trying to identify...