Conclusion: Traditional service desks which are based on voice communication and email to engage with clients are no longer adequate for the current IT market. New-generation service desks should:
- Allow self-service to extend the hours of operations.
- Use multiple communication channels (e. g. online chats) to make the service desk more reachable to clients.
- Adopt artificial intelligence technology to analyse unstructured data.
- Deploy virtual agents to reduce service desk’s staff workload.
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