Before we begin, let us sympathize: IT support is harder today than ever before.
Remote employees are relying on dozens of software tools and collaboration apps to stay productive, generating endless tech issues that stop the show until resolved. And without the ability to get help at the office, most can’t find the right form, portal, or knowledge article themselves. That’s why the average tech issue takes 3 days to fix—slowing down your fast-paced business.
But a growing movement of companies, including Equinix, Autodesk, and Western Digital, have become more productive during work-from-home by resolving IT issues in seconds, not days. Their secrets? As Moveworks CEO Bhavin Shah will demonstrate, these companies are using artificial intelligence:
- To provide real-time tech support for remote employees, utilizing enterprise collaboration tools like Microsoft Teams and Slack
- To autonomously resolve IT tickets via deep integrations with enterprise systems, regardless of the nature of employees’ tech issues
- To understand employees’ tech issues that they describe in natural conversation, so the help desk need not intervene.
- To reduce the Mean Time to Resolution (MTTR) of IT issues from 3 days to 60 seconds
Bhavin Shah, CEO of Moveworks
Hunter Muller, President & CEO of HMG Strategy