Topics Covered:

  • Adding omnichannel communication (voice, chat, SMS, bots, messengers, and more) to your existing ITSM solution
  • Turning on remote service desk employees easily; empowering their effectiveness with AI assistance and omnichannel communications; happy agents make for great service
  • Turning on innovative use-cases such as automated password reset, automated incident creation and resolution, status updates and notifications, AI self-service, and voice self-service
  • Adding innovative new capabilities such as automated password reset via self-service voice biometrics
  • Significantly reduce costs and achieve immediate ROI payback
  • Measuring customer satisfaction of employees via AI sentiment and automated surveys for 100% of ITSM interactions

Turbocharge Your Existing ITSM Solution - Featuring Chales Betz of Forrester

This session featured guest speaker and Forrester ESM expert Charles Betz, where he shared recent research and trends for next-gen ITSM in a post-pandemic world. Industry author and Bright Pattern ITSM expert Kevin Smith then shared 6 keys for turbocharging your existing ITSM and ESM solution with automation, AI and digital channels, without the time or expense of “rip and replace”.