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Nearly all IT managers (93%) are at present exploring or deploying some level of AI to streamline support desk systems, according to a new report from Freshworks. Half of IT managers mentioned they have currently implemented AI tools.
Nearly 70% of IT managers mentioned AI is either essential or extremely crucial for upgrading and modernizing their service desk capabilities. Even so, respondents mentioned there are particular prerequisites for AI-enabled options. While the most preferred characteristic of AI tools is their ease of integration with current IT infrastructure, a majority of respondents indicated that any AI options for IT service management (ITSM)/IT operations management (ITOM) need to be intuitive, scalable, collaborative, and quickly and simple to deploy.
The survey explored a crucial metric related with today’s demanding IT atmosphere: the quantity of IT service inquiries received by the IT help desk every day. That quantity ranged from an typical of 44 inquiries per day for smaller organizations to 725 per day for substantial organizations.
ITSM chatbots have been the clear leader in planned or actual AI deployments. The survey located that 25% of respondents anticipated AI-powered technologies to decrease IT employees workloads, and that 39% have currently skilled this advantage.
Survey respondents also explained what they wanted to get from implementing AI: Speed of implementation (40%), Integration with legacy systems (40%), Overall price of implementation (38%), and education the AI bots remedy to return the most precise response (39%).
Conducted across 14 nations, surveying more than 850 senior IT executives the survey reveals that AI has hit the mainstream.
Read the complete Right sizing AI report from Freshworks.