Freeze cited a prominent healthcare company that used AI to improve productivity and reduce incidents by boosting the self-service capabilities of its IT service desk. “To do this, they created a portal where employees could type the issues they were facing, and a generative AI model would give them a solution based on the ITSM data and knowledge base within their organization,” Freeze said.
That helped reduce first-call resolution incidents and allowed service desk employees to move to more complex tasks, Freeze said.
However, AI integration is becoming difficult, as it is complex to put all the pieces together and make sure everything fits. The best way to address this is by starting small and winning big, she said —is a classic way of approaching IT.
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