Bright Pattern has given a sneak peak into a brand new report that revealed 43% of businesses are planning to use automation to boost their IT service management with the sole aim of improving CX and EX.
Findings from the 2021 Innovative Technology for ITSM and ESM Trend Report, will be revealed in full at next week’s 2021 SupportWorld Live Conference by Bright Pattern’s ESM and ITSM General Manager, Kevin J. Smith.
The provider of AI-powered cloud contact centre software and omni-channel platform company did however provide an early look at some of the key findings of the report.
These include:
- Improving customer and employee satisfaction is the biggest initiative cited by survey respondents, closely followed by customer self-service
- As expected, phone and email were the two dominant channels used for ITSM, more interesting is that self-service is a close third and the fact that web chat is used a great deal as well
- Nearly a third of respondents already use automation for ITSM and 43% plan to implement automation in the future
- AI is being taken up by IT service organizations, with 12% of respondents having already implemented AI and 45% planning to implement this technology
Smith will take to the stage in his session ‘Turbocharge Your ITSM and ESM with AI, Automation and Digital Channels’.
Michael Mccloskey, CEO of Bright Pattern, said: “HDI is one of the most trusted sources of information in the ITSM and ESM industry.
“We are excited to join other industry leaders at the annual HDI conference, SupportWorld Live.”
The event will take place on November 6 in Florida, US.
