President & CEO of Peak Process Group, an industry-leading Operational Consulting firm specializing in functional design & development. Despite a rapid rise in automated customer support ...

A six-step framework for building a production-ready AI agent that handles those repetitive tasks you don’t want your IT team ...

The IT Service Desk Agent is responsible for diagnosing computer problems and responding to user inquiries and escalating issues within the IT Department or 3rd Party supplies. A key responsibility of ...

The new Agentforce IT Service suite brings together an agentic IT service desk, AI agents, and an agentic CMDB and service graph to automate ITSM.

Microsoft customers will soon be able to build their own artificial intelligence (AI) agents that can work on tasks like onboarding new workers or answering help desk questions. Microsoft announced in ...

You may have heard about the benefits of consolidating help desk instances, from increasing your support team’s efficiency to enhancing the global customer experience. But are these advantages worth ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

Google LLC wants to help customer experience agents be more productive and helpful with the addition of a new tool in Chrome OS Enterprise, called the Desk Connector. In a blog post today, ChromeOS ...

Earlier this month, UniPress Software Inc. rolled out FootPrints 6.0, a new version of its Web-based help desk software. The company believes that some of the features of its software package might ...