Here's a recording of a panel discussion about the future of artificial intelligence for customer support. It was moderated by Kate Leggett from Forrester Research. Panelists (left to right): Nitin Narkhede from Wipro, Jason Smale from Zendesk, Allan Leinwand from ServiceNow, and Dan Turchin from Neva.

Key takeaways:

• The bots are coming... and they're not going to take your IT job.
• Virtual agents deliver better support experiences for requesters: they're always available and can provide more accurate answers than humans.
• Machine learning can be used to help human agents fix more problems in less time.

Quotable: "If it can be predicted, machines will do it. If it requires judgment, humans will always be better."

Labels:

• Change Management
• Incident Management
• Problem Management