What’s one or more things, the Automation industry should START doing?
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Dear AITSM,
We should start using predictive intelligence for Automation Industry e.g. in Service Desk Function like Tickets come in through multiple channels such as Service Portals, Chat, EMAIL, in-person walk-up, call centers, social media, event management systems, and more. The first level support agents will receive new tickets and triage them. These agents may receive 40-50 tickets per hour, which could be higher due to things like outages and security bridges. Since tickets mostly lack information, it takes agents longer to assign tickets to the correct group. Additionally, the categorization and assignment could be inaccurate. With Predictive Intelligence, one can predict and deliver predictions based on a historical pattern, categorization, and assignment are more accurate. Requestors can get quicker responses and answers from the right people. Automation helps with high ticket volume and can function in global organizations with complex ecosystems.
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