AI Is Key To Keeping Your Digital Services Running

Innovation AI Is Key To Keeping Your Digital Services Running Dr. Jessa Anderson Brand Contributor ServiceNow BRANDVOICE Storytelling and expertise from marketers | Paid Program Lisa Wolfe Brand Contributor ServiceNow BRANDVOICE Storytelling and expertise from marketers | Paid Program Jul 22, 2022, 07:12pm EDT | Share to Facebook Share to Twitter Share to Linkedin The right AI approach can make the difference between up and running and down and out. You don’t need us to tell you that times are weird.

The perfect storm of Covid variant waves, war in Ukraine, unrelenting climate events, political shenanigans, and financial uncertainty have many of us wondering how things went so far off the rails. Still, we wake up, go to work, raise our kids, and try to muddle through. When you work together, AI can give you insight into the power of automation.

Getty Images The same can be said for business. Before the pandemic forced pretty much every organization to up its digital game, IT teams could mostly manage an IT outage. In today’s digital-first environment, however, going dark won’t cut it.

At the same time, manual IT processes can’t keep up with the digital products and services that your business units are deploying. Think of it as the perfect storm of digitization. Enter AI It’s no surprise that IT has had to adapt.

IT service and IT operations teams traditionally responded to issues reactively, solving the same problems over and over again through manual means such as emails, war rooms, and phone calls. But this reactive approach simply can’t meet the needs of today’s digital world. With Predictive Intelligence , IT service teams can get off the reactive hamster wheel by letting AI identify and route issues.

With Predictive AIOps , IT operations teams can use AI to predict and prevent issues before they impact users. When you bring these two functions together on the same AI-enabled platform, magic happens in the form of preventing and resolving IT issues before they impact users or the business. Data is the first step But how do you get started with AI ? Let’s use the routing of IT incidents as an example of a perfect opportunity to apply AI.

Because AI learns from historical data, it can be taught to route a ticket automatically with no human involvement. To do this effectively, it needs the correct quantity and quality of data. To build an effective auto-routing AI solution, you need access to a historical data set attached to processes that haven’t undergone any recent significant changes (e.

g. , a decision made two weeks ago to route certain incidents to a different desk or the formation of a new team). AI can then begin to use that data to learn and eventually predict which tickets go to which teams.

With the right data and the technology in place, the next step to AI success requires a cultural shift. With the right data and the technology in place, the next step to AI success requires a cultural shift. These three tips will help your organization embrace the cultural changes needed to adopt AI.

1) Although AI is good at solving specific problems, it’s not a silver bullet. It needs time to learn. Set realistic expectations around AI by starting with a small pilot project to show value.

2) Collaborate with the process owner of the target team to align with their business imperatives and key metrics. Involve the agents early. 3) Focus on the overall experience from the end user’s perspective, rather than the technology and functionality.

Collect their feedback and adjust accordingly. Remember, success is about empowering people—not just deploying AI technology. Throughout the process, you’ll need to take steps to build confidence in your AI.

For example, in the auto-routing use case, you would start in “recommendation” mode. This gives agents the chance to see the AI-generated prediction and make a decision to accept or reject its recommendation. By monitoring recommendations and comparing them to baseline routing accuracy, the process owner is in a position of control until they are fully confident in the AI’s routing capacity.

Remember, success is about empowering people—not just deploying AI technology. Not only will this improve the AI, but it gives the agents and process owners time to build trust in the technology. By starting small and demonstrating the effectiveness of AI, IT teams often become AI evangelists, willing to help scale the power of AI more broadly across the IT organization.

Jump-start your AI journey With ServiceNow’s Predictive Intelligence, organizations can jump-start their auto-routing because it already connects with their service desk data. This allows IT services to be more proactive, helping to improve responsiveness, increase productivity, and enable employee self-service. And that’s just the tip of the iceberg.

Predictive Intelligence Workbench helps IT leaders think through different use cases and business problems they want to solve, then set up an AI solution that suits their needs. With a little imagination and the right approach , AI can open up unlimited doors throughout your organization. Dr.

Jessa Anderson Lisa Wolfe Editorial Standards Print Reprints & Permissions.