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A new report from Freshworks states that almost all IT managers (93 %%) are currently exploring or deploying some level of AI to streamline help desk systems. Half of the IT managers said they have already implemented AI tools.

About 70% of IT managers said that AI is either important or very important for upgrading and modernizing their service desk capabilities. However, respondents said there are some prerequisites for AI-enabled solutions. While the most desired feature of AI tools is their ease of integration with existing IT infrastructure, most respondents have indicated that any AI solution for IT Service Management (ITSM) / IT Operations Management (ITOM) should be intuitive, scalable and collaborative. Easy.

The survey explores the key metrics associated with today’s demanding IT environment: the number of IT service inquiries received daily by IT support desks. For a large number of organizations that number ranged from an average of 44 large inquiries per day for small companies to 25૨25.

ITSM chatbots were the clear leader of planned or actual AI deployments. The survey found that 25% of respondents expected AI-powered technologies to reduce the workload of IT staff, and 39% already experienced this benefit.

Survey respondents also explained what they wanted to gain from the implementation of AI: speed of implementation (40%), integration with legacy systems (40%), overall cost of implementation (38%), and training to AI bot solution to the most accurate response ( 39%) return.

Conducted in 14 countries, the survey by more than 850 senior IT executives found that AI has become mainstream.

Read the full Right Sizing AI report from Freshworks.


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