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Solutions Spotlight: Turbocharge Your ITSM and ESM with AI, Automation, and Digital Channels

Kevin Smith  (General Manager ITSM/ESM, Bright Pattern)

Location: Expo Hall Theater

Date: Tuesday, November 9

Time: 1:40pm - 2:00pm

Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference - Get your pass now!

Track: Solutions Spotlight

Session Type: Sponsored Session

Vault Recording: TBD

ESM and ITSM industry expert and author, Kevin J. Smith will share recent research and trends for next-gen ITSM in a post-pandemic world. The session will share 6 keys for turbocharging your existing ITSM and ESM solution with automation, AI, and digital channels, without the significant time and risk of “rip and replace”.

Topics covered:

  • Adding omnichannel communication (voice, chat, SMS, bots, messengers, and more) to your existing ITSM solution quickly and easily
  • Turning on remote service desk employees fast; empowering them with practical AI assistance and omnichannel communications; happy agents make for great service
  • Activating innovative use-cases such as automated password reset, automated incident creation and resolution, status updates, and voice self-service
  • Adding innovative new capabilities including 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