AI in IT service and support: Meaningful Metrics

Presented by

Jeff Rumburg, Managing Partner at MetricNet; David Wright, Chief Value and Innovation Officer at SDI

About this talk

What is true AI in Service and Support and how do we measure its effectiveness? To determine if AI is truly AI, we must start with another question - Without human intervention, will the tool reduce ticket volumes, resolve problems more quickly, decrease total cost of ownership (TCO), and improve the customer experience? If it checks all these boxes – and gets smarter over time – then it’s true AI, powered by machine learning! Understanding this gives us good insight into the most meaningful metrics of AI because we can measure ticket volumes, resolution times, Total Cost of Ownership, and the customer experience. An effective AI tool will move the needle on all these metrics – without human intervention. Join David Wright and Jeff Rumburg as they discuss the most meaningful metrics of AI in IT Service and Support!

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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.