Making Sense of (or Defining) AI in IT Service Management

August 24, 2018
Making Sense of (or Defining) AI in IT Service Management Making Sense of (or Defining) AI in IT Service Management

In the course of our writing for the new Serviceaide blog, we want to tackle the topics, tools and issues around IT service and customer support that interest you most. To that point, what is more compelling, powerful, and often misunderstood than Artificial intelligence (AI)?

AI has made huge strides in recent years, and chatbots have become all the rage as they transform customer service. However, there are many flavors of these AI enhanced tools. Terminology, such as answer bots, intelligent personal assistants, virtual assistants for business, and virtual support agents are often used interchangeably, but are they the same thing?  In reality, the concepts are similar, but each serves a different purpose, has specific capabilities, varying extensibility, and provides a range of business value.

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