Almost all IT managers (93%) are presently exploring or deploying some degree of AI to streamline assist desk techniques, in accordance to a brand new report from Freshworks.  Half of IT managers mentioned they have already carried out AI instruments.

Almost 70% of IT managers mentioned AI is both important or crucial for upgrading and modernizing their service desk capabilities. Even so, respondents mentioned there are specific conditions for AI-enabled options. Whereas probably the most desired attribute of AI instruments is their ease of integration with present IT infrastructure, a majority of respondents indicated that any AI options for IT service administration (ITSM)/IT operations administration (ITOM) needs to be intuitive, scalable, collaborative, and quick and simple to deploy.

The survey explored a key metric related to right now’s demanding IT setting: the quantity of IT service inquiries obtained by the IT help desk every day. That quantity ranged from a mean of 44 inquiries per day for small corporations to 725 per day for giant organizations.

ITSM chatbots have been the clear chief in deliberate or precise AI deployments. The survey discovered that 25% of respondents anticipated AI-powered applied sciences to cut back IT employees workloads, and that 39% have already skilled this profit.

Survey respondents additionally defined what they needed to achieve from implementing AI: Pace of implementation (40%), Integration with legacy techniques (40%), General value of implementation (38%), and coaching the AI bots answer to return probably the most correct response (39%).

Carried out throughout 14 nations, surveying greater than 850 senior IT executives the survey reveals that AI has hit the mainstream.

Learn the complete Proper sizing AI report from Freshworks.