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AI and the value of people
This document discusses how artificial intelligence (AI) can augment human capabilities in support organizations. It suggests AI can help by processing large amounts of data to detect trends and anomalies, performing repetitive tasks, and providing quick information to users. This allows support staff to focus on training, customer experience, and other human tasks. The document outlines AI capabilities like natural language understanding, similarity recognition, and trend analysis. It presents TOPdesk's roadmap for incorporating AI into its service desk solution, including knowledge suggestion, ticket affiliation, automatic translation, and chatbots. The goal is to use AI to shift work earlier in the service desk process and reduce costs and resolution times while emphasizing human roles.
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AI and the value of people
- 1. TOPdesk on TourTOPdesk on Tour AI and the value of people
- 2. TOPdesk on Tour Robertvan der Gulik
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- 4. TOPdesk on Tour ShiftLeft End users Service desk Experts Costs Average ticket duration
- 5. TOPdesk on TourTOPdesk on Tour Artificial Intelligence
- 6. TOPdesk on Tour Isit a Dog or a Muffin?
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- 10. What will AIbring us • 1. Making people more self-reliant • 2. Emphasising the human tasks; enabling human talents • 3. Reducing duration time • 4. Reducing costs
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- 12. TOPdesk on Tour Supportdepartments in general • Most Support departments spend their time in reactive situations rather than engaging in proactive activities • There are selective instances in which automation is being utilized, if any at all • There is an unaddressed fear of automating jobs away
- 13. TOPdesk on Tour Level1: Cost-center Level 2: Controlled Service Delivery Level 4: Business Alignment Level 5: Business Partner Level 3: Customer- centric Mindset Business Focus Cost-driven Value-driven InternalExternal Service Excellence Maturity Model
- 14. The Role ofAI • Processing large amounts of sample data to predict trends and detecting anomalies • Carrying out repetitive tasks • Getting information to Users and solving problems quickly using Chat – virtual agent
- 15. Emphasizing the HumanTasks Use AI to resolve repetitive tasks so that staff can focus on: • Getting additional training and picking up new skills • Providing a better customer experience
- 16. TOPdesk on Tour ArtificialIntelligenceAugmented Intelligence
- 17. AI on theTOPdesk Roadmap • Several of these projects are actively under development • Some are planned • Some are ideas
- 18. Suggesting Knowledge Itemsfor Technicians
- 19. Suggesting Knowledge Itemsfor Customers
- 21. Expectation management -transparancy
- 22. Incident Affiliation: IdentifyingProblems and Outages
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- 24. Automatic Translation ofKnowledge
- 25. Chatbots & VirtualAssistents
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- 27. AI Toolbox 1. Understandnatural language 2. Recognize similarities 3. Classify entities 4. Detect anomalies 5. Recognize trends 6. Personalize recommendations
- 28. End users Service desk Experts ShiftLeft Costs Average ticket duration AI Suggestions Automate routing Automate improving Prevent Self-Diagnose
- 29. Agenda A coffee breaktill 10.30
- 30. TOPdesk on TourTOPdesk on Tour Thank you for attending View this presentation online
Editor's Notes
- #15 But you as a service provider does not change the mindset to value-driven in a day. That is why TOPdesk developed the Service Excellence Maturity Model. This model provide service departments insights in how to take the next step towards that value driven mindset. So what we see is the mindset and business focus are represented on the two axes. Within the model there are 5 levels of maturity. An important side note of the model is that you don’t have to necessarily strive for level 5. Focus zou moeten zijn, continuously learning, (zie gartner plaatje). Op basis daarvan kijken wat de logische stap is wat er gedaan moet worden om daar te komen.
- #30 Left-left-left: Organization to