Most service desks would like to increase their maturity. Allow end users to better help themselves, reduce distractions and repetitive tasks for operators, increase customer satisfaction, work pro-actively, be able to look ahead, prevent problems and be more in control of their processes. However, daily operations prevent them from spending time on this. In this presentation, Arvind explains how AI will enable service desks to make the shift to proactive service management and increase their maturity level. And he shares the AI ideas that TOPdesk has planned for the coming year.

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Mature Service
Management with
Artificial
Intelligence

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Arvind Ganga
AI Lead

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Contents
What is Artificial Intelligence?
Artificial Intelligence and Service
Management
TOPdesk and Artificial Intelligence

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Artificial Intelligence
• No clear definition of term “Artificial Intelligence”
• Active field of research since late 1940s
• Current technologies introduced in 1990s
• Now coming available to everyone

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Artificial Intelligence technologies
1. Computer vision
2. Natural language processing and understanding
3. Machine learning

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Computer vision
• Recognize objects
• Track objects
• Character recognition

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Natural Language
Processing
• Understand what text is about
• Recognize sentiment
• Automatic translations

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Machine Learning
• Computers recognize patterns in
data
• Patterns are used in software
• Functionality based on your own
situation

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Clustering: recognize similarities in data

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Classification: learn properties of classes

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Anomaly detection: recognize what is normal

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Trend recognition: recognize trends & predict
future

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Personalized recommendations

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AIToolbox
1. Computer vision
2. Understand natural language
3. Recognize similarities
4. Classify entities
5. Detect anomalies
6. Recognize trends
7. Personalize recommendations

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Take-aways
• Term “Artificial Intelligence” not well-defined
• Currently: computer vision, natural language processing and machine learning
• AI provides a technical “toolbox”

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Customer Operator Manager

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Customers help
themselves
• Improve search
• Personalized suggestions
• Make right knowledge available
• Translate into all supported language
• Chatbot answers questions 24/7
• Virtual Assistant performs small tasks

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Operator

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Registration
• Fill registration automatically based on similar
incidents
• Remove registration completely

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Prioritization
Currently based on pre-defined metrics
• Target date, SLAs, priority matrix
• Days open, time spent, …
With AI based on context:
• Similar incidents
• Caller sentiment
• Anomalies
• Predict customer satisfaction

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Manager

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Service desk in control
• Notification on anomalies
• Planning based on actual needs
• Optimize room use
• Pro-active problem management

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Customer Operator Manager

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AI transforms your service desk
• Makes Shift Left more effective
• Makes operators more effective
• Service department knows what is happening
• Service department can anticipate the future
• Service department thinks along and thinks ahead

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AI increases maturity

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Service Excellence Maturity Model

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Take-aways
• Applications of AI for all TOPdesk users: customers, operators and managers
• Applications of AI in all functionality
• AI increases service department maturity

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Contents
What is Artificial Intelligence?
Artificial Intelligence and Service
Management
TOPdesk and Artificial Intelligence

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IntelligenceAugmentedArtificial

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Strategy
• Focus on Augmented Intelligence, not technology
• Make AI integral part of TOPdesk
• Build functionality ourselves
• Enable third party solutions
• Engage in partnerships with preferred suppliers

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Categorization suggestions

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Automatic translations of Knowledge Items

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Chatbot in Marketplace

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Virtual Assistant in Marketplace

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Near future
• Automatic translations of Knowledge Items
• Response/resolution indication after submitting form
• Recognize major calls
• Identify structural problems
• Make information easier to find

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Small steps
• Learn technology
• Learn functionalities
• Learn how users will respond
• Agile approach: start small, gather
feedback, and iterate

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LongTerm Future
• Use AI even if you don’t have data
• New customers benefit from
knowledge mature customers
• Existing customers benefit from each
other’s knowledge

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What can you do?
• Start collecting data
• Build your knowledge base
• Start with chat to prepare for chatbot / virtual assistant
• Help us: allow us to use data for development

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Key take-aways
• AI will transform the world of service management
• AI will help to make your service desk more mature
• TOPdesk makes AI integral part of the product
• We focus on Augmented Intelligence, not technology
• Our first AI solutions are already available, more follow this year
• Long term: every customer benefits from collective knowledge
• For you: start collecting data, build knowledge base, use chat

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Questions?

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Thank you!