HDI Information Technology Conference 2019

Breakfast Briefing: How Can AI Differentiate Your Service Desk?


Wednesday, April 10 at 7:30 AM

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AI is currently the most prevalent building block in any kind of software. Especially machine learning technologies have been used in customer service since some time and users are well accustomed. The same technologies can bring smart automation and other immediate and tangible benefits to the service desk. Join us in this session to learn how machine learning transforms the service desk into an engaging tool that employees like to use. You will hear how analytics helps in understanding employee interactions and process effectiveness - leading to dramatic improvements in IT efficiencies. We will explain how machine learning works with five key use cases for ITSM, and you will be able to find out how AI can differentiate your organization's service desk. In the end you will see how machine learning works in the Micro Focus SMAX solution.

Vesna Soraic

Senior Manager, Product Marketing
Micro Focus