How Is Machine Learning Transforming the IT Service Management Industry?
Human civilization has noted some phenomenal technological breakthroughs in the last ten years. Inventions in artificial intelligence and machine learning will bring a plethora of changes in the coming years. So, what is machine learning? You need to understand the concept of machine learning (ML) through some examples. In 2011, IBM introduced Watson, a question-and-answer-based computer system. In 2015, Google acquired DeepMind, which is an AI company. Using DeepMind's AI technology, Google had introduced AlphaGo, which can play board games using machine intelligence. AlphaGo went on to become European Go champion in 2015.
How Can ML Transform ITSM Tools?
Artificial Intelligence (AI) can impact our lives in several ways. It can transform businesses through machine intelligence. Even five years ago, human intelligence was regarded as superior to machine intelligence. But, the transformation of AI has changed the world's outlook towards machine intelligence.
AI has transformed various Information Technology Service Management (ITSM) tools. According to industry experts, new software or tools introduced in 2020 use artificial intelligence technology. Today, AI is one of the crucial investment priorities for various businesses. If you want a job in the IT sector, you need to pursue an ML and SQL certification course from a reputed institution.
Virtual Assistance Technology
Voice assistance is gradually evolving as a popular AI-based technology. Today, you can find voice assistants on smartphone devices, TV remotes, and many other places. AI-based voice assistants can become a crucial and useful ITSM product. Today, most voice assistant tools are naïve. Users have to ask detailed questions to get appropriate answers. AI can help the virtual assistant to understand the context of a question.
The improved voice assistants can replace the humans in the customer support department of a business. Find a few more benefits below:
- Voice assistants can help in faster problem resolution, which makes buyers happier.
- Technicians can easily access large datasets to resolve an issue.
- AI can create reports automatically, thus saving time for the technicians.
Categorization of Incidents
You can understand what machine learning is through its implementation in the automated categorization of incidents. A ticketing system will get messed up without a proper categorization system. While creating a ticket, end-users may select the wrong category. It will become time-consuming for the support staff to process a ticket listed under the wrong category. It wastes time for a business. Nevertheless, delayed ticket response makes the clients left dissatisfied.
An AI-empowered natural language processing (NLP) system can automatically categorize a ticket. Even if the end-user chooses the wrong category, the system interprets data and submits the ticket under the right category.
Accurate Suggestions for Knowledge-Based Articles
Every business wants to reduce the time for ticket resolution. Resolving a ticket quickly will help a business become more satisfactory for the buyers. Artificial intelligence can play a major role in reducing time in ticket resolution.
Artificial intelligence can resolve an issue before the issue gets submitted as a ticket. When the system provides knowledge-based content to the customers or buyers, it can happen. Whenever the requester comes to the service portal, the portal will ask the person to answer several preset questions.
The motto of asking those questions is collecting information to understand the queries or problems of the person. Artificial intelligence can analyze the data inputs and suggest knowledge-based articles to the user. It is essential to know about database management programs and languages for developing ML algorithms. Thus, an IT career aspirant should also pursue an SQL certification course.