Evolution of Artificial Intelligence (AI) in Service Desk

Abstract

The third decade of the 21st century is said to be the era of AI (Artificial Intelligence) as it is becoming more familiar to us, with the different and diverse ways we are making use of this technology in our daily lives. This paper seeks to examine the journey of AI in service desks and the ways it can ensure customer satisfaction and cost reduction through improving the general levels in the operational efficiency at work, creating benefits such as – solution to various customer problems, improved efficiency at work and cost effective business operations. The research findings reveal that the service desks can improve their efficiency through AI enabled automation of the routine and mundane tasks, freeing up the human personnel for tackling complex and problematic issues, where human intellect plays a key role in identification of solutions to the lacunae, enabling the provision of accurate and swift responses which enable customer satisfaction at the desired levels within the limits of the budgets allocated for the business operations. It is to be noted that there are certain challenges such as ensuring the privacy of the sensitive data, job security concerns, etc. This study contributes to the body of knowledge, providing insights for organizations who are interested in adoption of AI in their business operations and can enable them in improving the ways they use their service desks for fulfilling their numerous objectives.

Keywords: AI, Artificial Intelligence, Service Desks, AI enabled transformation, NLP, Predictive intelligence, Service Desk automation

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