siliconindia | | January 20209vironment in order to help users visualize how they might look in the real world. AR provides users an interactive, 360 degree and 3D experience, enabling real-world ob-jects to be fused with a digitally created vision.With the help of an AR remote support app like Team-Viewer Pilot, customers/employees can show the issue to the IT service agent using their smartphone camera, instead of trying to explain what the problem is. The ser-vice agent, in turn, can quickly observe and understand the problem and guide the customer on how to fix it. AR allows support staff to add 3D tags and markers to real-world objects, thereby helping customers effortlessly and accurately see what is being referred to. AR also helps offer quick, expert IT support to field agents. For exam-ple, a field agent who is trying to set up a router can use AR to get the necessary guidance from an expert in a remote location.Since AR-enabled support is provided in real-time, customers/employees looking at help no more have to wait around for service personnel to show up. Instead, the support team can act almost immediately to fix breakdowns and issues remotely. The reduced response time helps in building a positive and lasting customer/ employee experience.AI ChatbotsAccording to Gartner, 60 percent of service leaders indi-cate that bots and VCAs will become more important in the next two years. Chatbots are intelligent conversational platforms that are enabled by AI, NLP, and machine learning, making them sophisticated enough to understand the `intent' be-hind user queries and successfully simulate human-like conversation. Chatbots can be used to handle routine employee issues like password reset quickly. They can be used to detect and solve low-value helpdesk tickets, instead of having human agents spend time on solving simple issues. In ITSM, chatbots can be used as the first line of support, with 24/7 availability. The deployment of chatbots in IT support can reduce cost-per-ticket, improve CSAT, ESAT and agent productivity. Since chatbots are AI-powered, they constantly evolve and learn from their past conversations.Mobility We are currently living in times in which business and IT leaders are increasingly mobile and are constantly on-the-go. Mobile devices such as smartphones and tablets are increasingly being used to access data and get work done while on the move. Hence, ITSM service tools that can be offered to employees and business users in a responsive design and multi-device formats, are gaining momentum. IT analysts should have remote access to data and must be able to request services, review and assign tickets, report incidents and handle ticket escalations from the conveni-ence of their smart devices.ConclusionThe world of ITSM is fast changing. Traditional ITSM tools and processes, as well as slow and antiquated re-sponses, just don't cut it in the competitive business market. Employee adoption of traditional ITSM tools is fast reducing and in turn increasing helpdesk call and email volume. In fact, according to a survey by Espres-sive, about 56 percent of ITSM professionals agree that employees' number one complaint is that it is easier to call or email the helpdesk rather than using the existing ITSM tool. IT leaders need to quickly adopt emerging technologies and modernize their workflows to deliver stellar service experiences whilst reducing costs and increasing productivity. ITSM automation helps streamline processes by proper prioritization and governance, eliminates repetitive and redundant tasksKrunal Patel,Head - Business
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