Three areas where AI could have a dramatic effect are:
Point of entry
AI will not only be able to translate messages but also to interpret them (through pattern recognition, natural language processing systems, and other technologies) before the information is entered into an IT Service Management system. This will help the computer infrastructure to handle many more requests for service management more precisely and efficiently. Computer programs called chatbots, also known as artificial conversational entities, will be used to handle customer service. As the use of chatbots expands, there will be less need for human interaction.
Automated back-end processes
When AI is combined with service management, the system will be able to learn while handling requests, thus being able to handle future requests in a more sophisticated and accurate manner. The AI database will constantly be updated with everything it learns from past experience.
In addition to handling human requests, service management merged with artificial intelligence and with other network programs will be able to generates its own requests for service. For example, the combination (service management/AI) solution will be able to respond to problems within a network – such as data breaches and unusual problems such as increased computer crashes – directly instead of waiting for a human request to look for or identify network problems. The analysis by the AI service management system will be able to do more than just respond to incidents. It would be able to predict future problems and address how those problems should be handled.
Management of knowledge
Service management combined with artificial intelligence will be able to:
- Train end-users
- Recognize patterns that can be used for a variety of purposes such as solving problems, recognizing dangerous trends, and predicting customer needs
- Provide better documentation
As the number of requests for service management support expands, artificial intelligence will only increase as an attractive addition or alternative to human involvement. The incorporation of AI into service management is just beginning. It may take decades before a full transformation takes place.