About the Author John Noctor, Chief Delivery Officer, SDI. Dedicated to driving customer success and delivering exceptional customer experiences, John is an evangelist for continual improvement, well known for his broad range of Service Management capabilities. As well as a wealth of knowledge (stretching over 25 years) in ITSM tools, implementations and service transformation, John is the SDI’s Chief DeliveryContinue reading “Surrounded by Intelligence: Our New Reality “
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Five Ethical Issues of AI in the Modern Workplace
Humanity is again creating a powerful technology that can do amazing things. In only the last few months, we’ve all witnessed the increasing role of AI across various industries. AI can automate data collection, email responses, undertake software testing, invoicing, customer service, and even help in content creation. There’s no doubt about the positive impact AI already has on many businesses. ButContinue reading “Five Ethical Issues of AI in the Modern Workplace”
AI in ITSM: 62% of Respondents Find AI Integration Challenging
There is a growing trend towards integrating AI-based capabilities within ITSM processes. According to our recent research, 71% of organisations are researching or piloting AI in ITSM, while only 4% have fully integrated AI into their IT service management. These statistics indicate that while many organisations are aware of AI’s potential, full integration is still low. Why? Moving from pilot projectsContinue reading “AI in ITSM: 62% of Respondents Find AI Integration Challenging”
The Adoption of Generative AI in the Workplace
According to McKinsey research, the adoption of generative AI in the workplace has more than doubled in the past five years, with continued investment. But despite many organisations quickly adopting AI, some still haven’t seen big productivity boosts. Why? Well, extensive training is needed for current and future employees to make the most of these AI tools, which organisations doContinue reading “The Adoption of Generative AI in the Workplace”
AI in Customer Service: Can AI Replace Customer Support Agents?
The increasing adaptation of Artificial Intelligence (AI) is revolutionising how organisations interact with their customers. But there’s one question lingering on everyone’s minds. Can AI truly replace human agents in customer support? Any evolution in technology often leads to tough questions and shifts in customers’ mindsets. And research suggests people are more open to adapting AI than ever. According to a surveyContinue reading “AI in Customer Service: Can AI Replace Customer Support Agents?”