AI goes mainstream for delivering service desk management

Using artificial intelligence to streamline their service desk operations is something that 93 percent of businesses are planning according to a new survey. The study conducted by IDG for Freshworks shows 61 percent of IT managers have already deployed AI at some level and 32 percent are exploring the possibilities. "The data proves what Freshworks has been seeing with our customers for years -- they expect AI to be deeply integrated within the ITSM tools instead of it being an add-on that requires additional effort to delight their employees," says Prakash Ramamurthy, chief product officer at Freshworks. "As evident from… [Continue Reading]