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Report Freshworks AI in IT Service Management

AI in IT Service Management

According to Gartner, “By 2020, the average person will have more conversations with bots than with their spouse.”

Driverless cars and virtual assistants are one among us and are powered by AI technologies such as Natural Language Processing (NLP) or voice assistants. Today, these technologies are no longer a hype but a reality in many businesses.

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ITSM has a huge potential to benefit from AI as service desk agents perform a variety of transactional tasks. However, before implementing, it’s important to understand the basics of AI, and the impact of AI adoption.

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