Over the years, frontline support demands have increased while associated budgets have decreased. Unfortunately, it appears that these trends will continue in the foreseeable future. As a result, organizations are turning to technology as a way to meet the increased service management demands with limited resources. In 2019, we will see a renewed interest in chatbot technology with an expansion of self-service offerings.
As self-service portals and chatbots powered by Artificial Intelligence (AI) mature, we will see the frontline human ITSM analysts, as we know them today, fade away. Chatbots and intelligent process automation will help ITSM organizations meet increased demands fueled by the rapid expansion of self-service offerings, thus allowing the human analyst to focus on....