We are rapidly stepping into a “cognitive revolution,” where work is defined as a human-machine collaboration, according to Deloitte.
Several trends are shaping this revolution:
- The consumerization of intelligent virtual assistants such as Siri and Alexa
- The business value of artificial intelligence (AI) and automation, including efficiencies, cost optimization, speed, and productivity
- The workforce now is comprised of at least four generations (Baby Boomers, Gen X, Millennials, Gen Z), and quickly is becoming dominated by digital natives.
As we shift into this work future, a new level of digital dexterity is required: one where humans and machines unite to deliver richer, intelligent user experiences as well as efficiencies and speed in IT service delivery.
Intelligent Assistants Shape Service and Delivery
Intelligent assistants — including automation and cognitive technology such as chatbots, virtual agents, and robotic process automation (RPA) — is revolutionizing service delivery. These technologies provide speed, accuracy, and cost optimization to every layer of service management while giving the workforce what it needs and expects: fast, excellent user experiences to be more productive and efficient.
Consider a day in the life of an employee and a typical service request submitted by call or email to the service desk. A ticket is generated, then human agents route, review, and resolve it. It sounds simple, yet many tickets are incorrectly classified or routed, which wastes valuable time and frustrates end users.
Through the use of AI processing based on human inputs, tickets can be auto-classified and auto-routed to the most appropriate human agents – for example, based on their areas of expertise or workloads. With cognitive, collaborative services such as chatbots and interactive agents, employees can access information and services on their own, and get help in a process as seamless as speaking to another person. If correctly done, the user engagement process is an omni-channel experience, where employees submit their requests and get resolutions via Slack, chat, Skype, or whatever medium they prefer.
AI processing and cognitive capabilities such as chatbots can ease the burden on service-desk staff and improve user satisfaction. It is a true example of human-machine collaboration.
But getting there requires moving past traditional IT service management (ITSM) and toward a service model that powers the future of work.
The Future of Work Is Cognitive
Cognitive service management (CSM) enables organizations to move at the speed of today’s complex environments while meeting the needs of tomorrow’s workforce. CSM integrates fundamental cognitive technologies to deliver a dynamic omni-channel experience and the automation of IT service delivery.
The BMC Helix suite of solutions streamlines the transition from traditional ITSM to CSM. For example, BMC Helix Chatbot embeds a system of intelligence — AI, machine learning, and RPA — to deliver rich, consumer-like user experiences. It is tailored to the platforms and devices employees already use, including Skype, Office 365, Slack, SMS, and the web. The solution, with cognitive search, lets users find and request services via a conversational and personalized interface.
BMC Helix ITSM and BMC Helix Busines Workflows transform the agent experience with cognitive automation capabilities that streamline IT and lines-of-business support — reducing costs, speeding service delivery and resolution, and increasing employee productivity and satisfaction.
The Bottom Line
Enterprises must have digital dexterity to respond to today’s workforce demands and support the future of work. Discover more here.