ITSM Virtual Forum – Let AI and Machine Learning do the Service Desk work

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Presented by

Neville Ward, Micro Focus and Noel Hopkinson, Micro Focus

About this talk

While most organizations have an ITSM system in place, new business initiatives including cloud first and IT staff satisfaction and retention are playing a big part in how you address your next generation of ITSM. Many solutions require employees to speak in IT jargon when opening tickets or other service requests. So what if your users could interact with the service desk through natural conversation, reducing tickets escalated by 80% and freeing up your service and support agents to innovate and tackle tomorrow’s needs? This session will discuss trends, challenges and best practices in relation to delivering a modern, intuitive, multi-channel experience

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