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Improving the customer experience is important for any business or company that wants to achieve success in today’s digital age.

Automation is a great tool that can help make your IT service management organization more efficient and improve the experience for both your IT analysts and end users.

Improving the customer experience is a major goal for businesses, especially in the 2020s.

Artificial intelligence, or AI, has been a hot field in technology for the past couple of years and there is great value in implementing artificial intelligence in IT service management. AI can power IT service management processes like routine tasks, notifications, and self-service.

Many businesses rely heavily on inbound contact centers for their customer service delivery, with call center agents in these roles needing to take upwards of 50 calls a day.

The world is becoming increasingly mobile. Especially with the COVID-19 pandemic and resulting government-mandated lockdowns, mobile usage is through the roof in 2020 and 2021. This pressure can be felt in every industry, including the ITSM field.

In the IT Service Management (ITSM) field, end users often feel empowered when given self-service options. Self-service can also automate repetitive tasks like password resets and answering commonly asked questions.

A start-up AI-focused company has developed deep learning technology for building conversational virtual agents powered by artificial neural networks.

Se ha hecho evidente en este último año que la dinámica competitiva de un gran número de industrias gira cada vez más alrededor de la experiencia del cliente (CX). De hecho, ésta se ha convertido en el factor principal que impacta en la lealtad del consumidor y el diferenciador clave que puede decidir el destino de una empresa.