Give Them What They Want! A Modern IT Service Desk...

Presented by

Wai Wong, CEO, Serviceaide

About this talk

...That Can Keep Up With The “Always On” High-Tech World We Live In. Technology has changed our lives dramatically. Everyone is connected to a device and the internet, so the expectations are high when it comes to finding what you want, on-demand, at any time. The pressure is mounting and IT Service Desks are finding it hard to achieve customer satisfaction. The people they are servicing want a streamlined experience between the real world and the work world, and ITSM organizations are finding it hard to keep up due to processes and systems that are outdated and archaic. Does this sound familiar? * Can’t optimize the costs of a 24x7 service desk without compromising already tight budgets * Low Customer Satisfaction scores (CSAT) due to poor Demand Management * Burdensome and repetitive tasks consuming valuable time and energy What’s a solution that is easy to implement, fast to adopt and cost-effective? We’ll discuss how AI, Automation and Text/Voice (especially if you are using an IVR) are taking Chatbots to the next “intelligent” level. We’ll discuss real-world use cases and present where this technology is today and the next phases of advancement. Most importantly, how you can use this technology immediately and become a change agent in your organization.

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Serviceaide’s vision is to transform Service and Support Management across IT, Enterprise, and Customer Service by applying breakthroughs in artificial intelligence, machine learning, and natural language processing to deflect tickets and automate user requests through conversations.