Posts tagged for “Artificial Intelligence”


The Digital Workplace – You’ve got One. Now Fix it.

July 11th, 2019

By definition, Digital Workers are likely nowhere near a support center when things go wrong with their shiny new Digital Workplace. This means that we need to provide a variety of support channel and let the employee choose which makes the most sense based on where they are, when they are, and what device they are using at the time. We also need to make it easy for the employee to switch between channels without having to answer the same mind-numbing questions over and over again.

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Financial Industry Insights

The Next Change Is Coming. Is Your Financial Institution Ready?

May 23rd, 2019

Changes in the financial services industry are coming fast and furious. Open banking, blockchain, omnichannel banking, the digital workplace, and artificial intelligence are just a few of the recent aspects of digital transformation that financial institutions are working hard to incorporate into their daily operations. What else is coming down the pike can only be guessed at.

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The Realities of Implementing a Cognitive Service Desk (Part 2)

March 8th, 2017

In part 1 of this blog series, we introduced the growing interest in deploying artificial intelligence into Service Desk operations and the segmentation of service incidents that would be most benefit from automated resolution. In part 2, we address the foundational IT, People and Process elements for successful implementation and adoption AI-enabled response and resolution at the Service Desk.

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The Realities of Implementing a Cognitive Service Desk (Part 1)

February 23rd, 2017

It is not difficult to see the appeal of introducing Artificial Intelligence into a Service Desk operation, as most organizations will be attracted to the benefits of significantly reducing costs, creating a consistent end-user experience and resolving issues more quickly and effectively. However, as with any hype cycle, there is a lot of future-state selling happening in the market so this 2 part blog series aims to balance the excitement against the reality when it comes to implementing a cognitive Service Desk solution.

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