What will the service desk of tomorrow look like? How will automation and intelligent machines redefine the help-desk service? Why is user experience so important to the success of today’s digital workplace?
Artificial Intelligence, Chatbots, Robotic Process Automation (RPA), Virtual Support Assistants (VSAs). These will be among the essential ingredients of the future service desk.
Yet, while they promise so much, organisations adopting them must recognise that the benefits (however large) will only accrue over time.
The evolution of the IT service desk is being driven by the emergence of different channels through which users can engage. From self-help portals and chatbots, to mobile apps and tech bars manned by real humans, as well as traditional agent support, the key to providing users with a consumer-like experience is to offer them choice. In the digital workplace, employees want the freedom to choose how they engage with IT support, when and where they need it.