10. What will AI bring us
• 1. Making people more self-reliant
• 2. Emphasising the human tasks;
enabling human talents
• 3. Reducing duration time
• 4. Reducing costs
12. TOPdesk on Tour
Support departments in general
• Most Support departments spend their time in reactive
situations rather than engaging in proactive activities
• There are selective instances in which automation is being
utilized, if any at all
• There is an unaddressed fear of automating jobs away
13. TOPdesk on Tour
Level 1:
Cost-center
Level 2:
Controlled
Service Delivery
Level 4:
Business
Alignment
Level 5:
Business
Partner
Level 3:
Customer-
centric
Mindset
Business
Focus
Cost-driven Value-driven
InternalExternal
Service Excellence Maturity Model
14. The Role of AI
• Processing large amounts of sample
data to predict trends and detecting
anomalies
• Carrying out repetitive tasks
• Getting information to Users and
solving problems quickly using Chat
– virtual agent
15. Emphasizing the Human Tasks
Use AI to resolve repetitive tasks so that
staff can focus on:
• Getting additional training and
picking up new skills
• Providing a better customer
experience
30. TOPdesk on Tour TOPdesk on Tour
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Notes de l'éditeur
But you as a service provider does not change the mindset to value-driven in a day. That is why TOPdesk developed the Service Excellence Maturity Model. This model provide service departments insights in how to take the next step towards that value driven mindset.
So what we see is the mindset and business focus are represented on the two axes. Within the model there are 5 levels of maturity.
An important side note of the model is that you don’t have to necessarily strive for level 5.
Focus zou moeten zijn, continuously learning, (zie gartner plaatje). Op basis daarvan kijken wat de logische stap is wat er gedaan moet worden om daar te komen.