Artificial intelligence (AI) is the latest tech buzzword and voice technology is nothing new, but together, both are changing the way people live. Consumers can now shop for groceries and complete other routine tasks from the comfort of their own home thanks to simple voice commands on AI-enabled virtual assistants. Adding to that, multiple research organizations predict that businesses could see improvements in productivity and profitability in the years to come just from weaving AI into their operations. A study by Accenture revealed that AI has the potential to boost profitability by 38 percent across 16 different industries by 2035.
AI and machine learning (ML) have become the talk of the IT service management (ITSM) industry as well. Vendors have started implementing ML algorithms in their ITSM tools — including their solutions for managed service providers (MSPs) — for functions like automatically categorizing tickets, predicting anomalies, and suggesting solutions for user issues. And with the advances made in technology each day, AI and ML could soon do a lot more than just these functions.
So, what could AI mean for MSPs? Could it help them in two key areas: service delivery excellence and profitability? To answer this, one needs to understand how AI technologies, including ML and natural language processing, are poised to take over a few major functions in the IT service delivery process.