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Dashboards in tempo reale
Monitoraggio dell'esperienza digitale
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Did you read the previous section and think “well that’s nice, but those all sound like the same thing, and I STILL don’t trust AI.”
We’ve got you. Let’s break down the technologies mentioned above a little bit further to showcase the ways that AI is used in each element.
As you can see, each of these elements is powered by AI, if not directly called AI. In other words, you wouldn’t have these functions without some element of AI already at play.
Short answer: No! Human agents have nothing to fear when it comes to AI replacing them at work because AI will ultimately function as a service to augment the human experience and free up humans to handle the most important functions and tasks.
The longer answer: AI is only as good as the data being input and the intelligent analysis and actions that can only be completed by people. For example, think about AI that is being used to analyze service desk tickets in order to make a connection between incidents to link them to greater problems. Not only are humans necessary to resolve the incidents in those tickets, but humans are necessary to input the information about the incident correctly. Then, once an analysis is complete and data points have been scanned to connect these incidents together, a human is needed to verify whether the connection is credible. One error in data could make the analysis moot, and although human error can occur as well, people are the necessary fail-safe.
Furthermore, although AI is touted as a major cost optimization enabler, that does not necessarily mean reducing costs by firing people due to extra AI. Instead it means that productivity can be improved and the people employed can have higher levels of satisfaction.
Understanding where human action offers the most value is the first step before implementing new AI technologies and techniques. Once you’ve mapped out the best areas for automation and AI to be implemented, you can begin to consider the capabilities of your current ITSM tool. To learn how EasyVista can help, get a demo today.