Better Service Management with Artificial Intelligence * AI in service Management * TOPdesk and AI Arvind Ganga

1. Better Service Management with
Artificial Intelligence
Arvind Ganga
a.ganga@topdesk.com

2. Contents
AI: what are we talking about?
AI in Service Management
TOPdesk and AI

3. AI is not new
1950s: Robot arm 1960s: first chatbot
1980s: computers generating art 1990s: computer beats chess masters

4. Machine Learning
• Current technology that drives AI
• Computer learns from examples
• Requires sufficient examples
• Computer does not actually become
intelligent, but effectively learns how
to perform a narrowly defined
specific task

5. For example: to distintuish
dogs from muffins, give
many examples of dogs
and muffins

6. Or parrots and guacamole Puppies and fried chicken

7. Or sheep dogs and mops

8. Machine Learning never stops learning. Every time you use it and give it feedback, it will improve.

9. Three important applications of machine
learning
• Classification / categorization
• Natural Language Processing
• Recognizing trends, and recognizing
whether a pattern fits a trend

10. AI is already all around us. We all use it on a daily basis, whether we realize it or not

11. Examples of common AI
• Recommendation systems give you
recommendations based on your personal
preference
• Spam filtering
• Facebook brings you news based on what
you, and your friends, like
• Google Maps not only routes you
efficiently to your destination, it also gives
notifications about traffic jams, road
blocks, etc

12. AI becoming standard
• AI helps people be more effective
• People use AI in their daily lives
• They experience the value, and
get used to it
• They will start expecting AI in their
software at work

13. AI helps people be more efficient
• AI takes repetitive tasks out of
the hands of humans
• It does these small tasks
better than humans
• It supports humans by giving
suggestions and notifications
• Humans get more effective by
using AI
• Because of AI, humans can
focus on creative and social
aspects of their work

14. What have we learned?
AI is about machine learning
AI is about helping people
AI relies on sufficient examples
Users expect AI in their office software

15. Contents
AI: what are we talking about?
AI in Service Management
TOPdesk and AI

16. Three roles in Service Desk
End user Operator Manager

17. End user
AI helps end user to help herself:
• Unlock knowledge base because AI
better understands user questions
• Offer help 24-7

18. Operator
• AI takes over difficult and
error-prone registration:
categorization, routing, impact
analysis, linking SLA
• AI selects most important call
to work on using predictions
based on historical knowledge
and language analysis
• AI facilitates solving calls by
suggesting solutions

19. Manager
• AI alerts on anomalies:
unexpected call volume, many
calls about one topic, or from
one department/branch
• AI suggests planning based on
predicted and actual call
volumes and categories
• AI identifies training
opportunities to help your
employees to grow further

20. Next Level
Service Management
AI lets you bring Service Management
to the next level:
• End users can help themselves better
and around the clock
• Registration, selecting calls, and
solving calls becomes easier for
operators
• Managers are alerted on anomalies,
and have skilled people working
where they are needed most

21. Contents
AI: what are we talking about?
AI in Service Management
TOPdesk and AI

22. Agile introduction of AI in TOPdesk
• AI has many unknowns: technically, functionally, adoption by
users, …
• TOPdesk introduces AI in small steps, in different modules, SSP
or secure, Labs, Marketplace
• Listen to feedback and proceed accordingly

23. Our first AI solution categorizes incidents based on request and brief description. This
comes available to everyone soon

24. Our Worcade platform just introduced a chat bot that
gives an interactive tutorial to new users. This is a
first step in using chat bots.

25. To facilitate prioritization, we are investigating how to use the data in the audit trail to predict which incidents won’t
meet the required resolution time, or switch operator repetitively.

26. We are investigating whether AI can detect sentiment/emotion at customer contact, and use that for prioritization

27. Chat bots are a hot topic, but the exact use case differs per customer. We are
investigating if and how we can deploy chat bots as a standard solution

28. Current solutions and ideas are based on data of single customer. This has
drawbacks: new customers may not have sufficient data to get started, or there may
not be enough data to learn all tasks

29. SaaS customers can benefit from each other’s knowledge and experience. We will
investigate how to use this data effectively. Our first priority is the privacy and
security of our customers’ data.

30. What will TOPdesk do?
Already building solutions
Researching new functionality
In product, labs, and marketplace
Expect AI features in the coming year!

31. #ToT18#ToT18
Thank you!
https://www.linkedin.com/in/arvindganga/
Arvind Ganga
a.ganga@topdesk.com