Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

IT Service Management for 2020: Transform the Customer Experience through Self-Service, Mobile and AI

169 views

Published on

Expectations for End-User experience are evolving rapidly. What you are doing today will most certainly not be up to par tomorrow and beyond. (What got us here, won’t get us there.)

The landscape of Self-Service today, while functional for some, is still considered to be an obstacle course for users at many organizations. Even though “search” has been integrated into most End-User Portal experiences for years, the quality of results from those searches continues to be very hit or miss.

George Spalding, EVP at Pink Elephant, and Kevin Patterson, Business Development Manager at Axios Systems, discuss the landscape of Self-Service today and where it is headed over the next 12 months and beyond.

Follow the link: https://info.axiossystems.com/it-service-management-for-2020-transform-the-customer-experience-through-self-service-mobile-and-ai-lp-en to watch the recording.

Published in: Technology
  • Be the first to comment

IT Service Management for 2020: Transform the Customer Experience through Self-Service, Mobile and AI

  1. 1. © Axios Systems PLC 2019 IT Service Management for 2020: Transform the Customer Experience through Self-Service, Mobile and AI With: George Spalding, ITSM expert and EVP at Pink Elephant & Kevin Patterson, Business Development Manager at Axios Systems
  2. 2. © Axios Systems PLC 2019 Agenda  History of self-service  Where most are today  Where we are going in 2020 and beyond  AI Improvements  Mobile Experience  IVR Revolution
  3. 3. © Axios Systems PLC 2019 History of Self-Service
  4. 4. © Axios Systems PLC 2019 Self-Service Today • Consumerized look and feel • Easily check status of incidents/requests • Knowledge and FAQs searchable • Shiny service catalogs • Human Chat & AI chatbot
  5. 5. © Axios Systems PLC 2019 Poll Question Idea 1 How would you rank your organizations ITSM/ESM self-service experience today? A) Limited to None - Self-service options B) Self Service Available - Not used (poor adoption) C) Self Service Available - Actively utilized by end-users
  6. 6. © Axios Systems PLC 2019 Self-Service 2020 & Beyond: AI Improved Search Semantic VS Lexical Search Semantic Search Benefits: • Searcher intent • Query context • Understands the relationships between words
  7. 7. © Axios Systems PLC 2019 Self-Service 2020 & Beyond: Mobile Pew Research: American adults: • 18-24 : sent and received about 128 text messages per day • 25-34 : sent and received about 75 text messages per day • 35-44 : sent and received about 52 text messages per day • 45-54 : sent and received about 33 text messages per day • 55+ : sent and received about 16 text messages per day • 52% of all traffic Mobile (2018) • 64% of paid google search clicks originated from mobile (2018)
  8. 8. © Axios Systems PLC 2019 Self-Service 2020 & Beyond: IVR Inbound: IVR Bot Services • Status updates on existing tickets • Handle common call types Outbound: Google “Duplex” Type Services • Verify resolution of ticket • Verify deskside appointment time
  9. 9. © Axios Systems PLC 2019 Poll Question Idea 2 Has your organization rolled out any AI type technology to improve the customer self-service experience? A) No. We have no plans B) Not Yet. In the early stage of the project C) Yes. Seeing limited value D) Yes. Experiencing a positive ROI
  10. 10. © Axios Systems PLC 2019 Key Takeaways 1. Improve “YOUR” organizations Data Quality (Knowledge, CMDB, etc.) 2. Think of AI, Machine Learning, Chatbot, etc. as a strategy not a tool 3. Identify potential Oasis of Knowledge outside of your organization
  11. 11. © Axios Systems PLC 2019 Questions & Answers  More Questions: kirstie.lingel@axiossystems.com  Pink Elephant: https://www.pinkelephant.com /company/axios-systems /axios.assyst /axiossystems info.axiossystems.com/blog @Axios_Systems
  12. 12. © Axios Systems PLC 2019 Next Steps  Next Webinar will be on September 24th  Gartner report: “IT Operations Management 2025: Shift to Succeed” http://bit.ly/itom2025  Meet us at:  itSMF Service Management Conference, 20-21st August, Australia  SDI – ITSM Tools Live Demo Day, 28th August, Edinburgh  Service Space, 19th September, Austria  itSMF – X Annual Conference, 3rd October, Russia  Service Management World, 11-13th November, Florida  Schedule a follow-up meeting  axiossystems.com/contact-us

×