Personalizing the IT support experience
Author: Carol Rizio
Enterprises should explore how analytics, machine learning, automation, artificial intelligence and virtual agents can help employees resolve IT issues quickly.
Forward-thinking companies in virtually every industry are using cognitive computing, analytics, machine learning, artificial intelligence (AI) and robotic process automation to transform their operations. Although these digital technologies are redefining how enterprises work, ironically, they are not being used to meet employees’ IT support needs. And employees are feeling that pain.
When employees experience IT issues, they want an easy solution that resolves the problem quickly so they can get back to work and remain productive. While some employees will gladly use self-service portals to resolve issues if it saves them time, others may have grown accustomed to asking support personnel for help and will want to continue to get assistance this way for the foreseeable future. Consequently, companies must implement an enriched IT support experience that meets the preferences of every single employee in their organisation, including everyone from the tech-savvy to those who possess few digital skills.Â
