project that releases a new service: what is the purpose? How will we know if we succeeded? How will it impact (increase value) for our stakeholders?
Understanding what is needed to support and improve AI is also critical to any initiative’s ongoing success. How will the use of AI technology align with your organization’s values, goals, objectives? Just because you can do something with AI doesn’t mean that you should.
The many opportunities of AI for ITSM organizations
Today, there are three significant opportunities with AI for ITSM organizations to plan for. The first is in providing a more interactive response, e.g., chatbots or virtual assistance, referred to as Level or Tier 0.5. The second area is using AI technology in assisting support representatives with more complex issues. The third area is the use of machine learning in analytics to identify correlations that humans cannot do cost-effectively.
Don’t overlook AI and 5G
One technology that will facilitate AI adoption and accelerate the value of these AI-driven services is 5G. Not only has computing power been a factor in the usability and acceptability of AI-driven systems, but network speed has been a factor too. The use of machine learning requires a significant amount of data, which often needs to be real-time, which can only be met with 5G speeds.
Address people and AI factors
One unanswered question is, should the users know that they interact with AI
technology, not a person?
Ultimately, the user is looking for the easiest path for a resolution, but should they understand how their data will be reused? Should they know that they’re not interacting with a person? How do you ensure no dead ends or endless loops which will quickly frustrate users, just as a 404 or “page not found” error does today for self-service?
There are 3 significant opportunities with #AI for #ITSM orgs to plan for says @ITSMNinja. Virtual assistance, supporting complex issues, and machine learning in analytics.
It’s true that AI elevates our service delivery, but if organizations want to succeed with AI adoption, first they must figure out who they are and their goals. So, I’d advise any company heading down this path to perfect their BI (business intelligence) before AI. Why? Well, AI is only as smart as the data we feed it. This means if we don’t have comprehensive data to teach AI how we work, it’ll never truly succeed. We gather this data through BI: a method of collating data from services and transforming it into insights and reports to help us better understand where we’re at. The key thing to remember is that if we want AI to help us, we must help it to get up and running first.
I’d advise any company heading down the #AI path to perfect their BI first. Why? Well, AI is only as smart as the data we feed it.