Will Your AI Initiative Succeed or Fail?

By Pat Calhoun • February 19, 2019

According to recent Gartner research, the number of enterprises deploying artificial intelligence (AI) has tripled in the past year. The same report revealed that chatbots have displaced fraud detection as the top use of AI in 2019. While Gartner looked at CIOs overall, we sponsored a survey that focused specifically on IT service management (ITSM). That survey revealed that 62% of enterprises are currently considering or actively moving forward with implementing AI/chatbots for employee self-help.

There is no doubt that AI is well positioned to enable digital transformation in IT and beyond, but it could just as easily turn into a lengthy, expensive, failed proposition. What can enterprises do to ensure that they get it right out of the starting gate? We address this question and more in a series of press releases that posted today. Click on these links to learn more:

  1. Espressive Announces Vision of a World Where Employees Get Help Without Friction
  2. Pulse Report on the State of ITSM Reveals that Enterprises are Prioritizing AI for ITSM in 2019
  3. New Innovations Take Espressive Barista Beyond Conversational Chatbots to Enable Next Gen Digital Transformation of Enterprise Service Management

For AI to deliver digital transformation to employee self-help, it can’t be based on legacy solutions—AI must be the foundation.

  • AI solutions need to be built in a way that encourages employee adoption, because adoption is what will increase employee satisfaction and productivity, which in return will reduce call volume and MTTR.
  • Vendors need to deliver pre-built consumer-like apps that are accessible, intuitive and understand the language of employees, as well as include case management that is available to the entire enterprise.
  • At the same time, these tools must increase the ROI of existing ITSM investments and deploy quickly without the need to hire expensive and rare AI resources to implement and support.

As Gartner pointed out in their recent research, AI will be a game changer for digital transformation in 2019. If you base your AI initiative on the right technology, we agree.


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