Artificial Intelligence

From (chat)bots to predictive analytics, intelligent triggers, and AI assistants like Amelia – Artificial Intelligence (AI) is here to stay. By leveraging AI, service desk employees can spend their time doing what they do best: using their expertise where it’s actually needed.

What can chatbots do for your service desk?

Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn more? Frank Smit, Chief Innovation Officer at our partner OBI4wan, explains what chatbots are and which processes you can (and cannot) utilize them for.

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Why people will never be replaced by machines

Artificial intelligence is a hot topic. But at TOPdesk, we believe people will never be replaced by machines. Find out why.

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service desk automation

The benefits of service desk automation

By leveraging service desk automation, service desk employees can spend their time doing what they do best: using their expertise to resolve complex calls.

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Artificial Intelligence in service management 101

AI is quite the buzzword, but what will it actually do for your services? Is it that great, or is it a hype that will fizzle out as quickly as it came up?

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Practical use of AI in ITSM

The impact of AI on your service desk

AI is becoming important in the service industry. Is AI influencing the role of service desk employees? We asked the makers of ‘digital colleague’ Amelia.

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Digital workforce at work

How AI makes service desk customers more self-sufficient

How self-sufficient are your service desk customers? In this blog post, we explain 3 ways in which AI can help make your customers more self-sufficient.

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Augmented Intelligence

Augmented Intelligence for a smarter service desk

Augmented Intelligence is part of Artificial Intelligence. Augmented Intelligence focuses on software that thinks along with people and can take over small repetitive tasks. Are you worried that AI will take over the world? No need. AI is there to help you.

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Change management process

How will AI and Machine learning change service management?

Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI help you improve your service management? Geoffrey Simpson, expert and Product Owner at TOPdesk answers these questions.

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What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.

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A shared services model – the next evolution of ESM

How do you implement a shared services model? Learn how to make the most of the benefits of Enterprise Service Management (ESM).

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Find out where you stand with the TOPdesk Maturity Model

Transform the service departments in your organization into business partners and add continuous value with the TOPdesk Service Excellence Maturity Model.

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