Transforming IT Operations & Services with Generative AI/AI

Introduction

In the ever-evolving tech landscape, Generative AI / AI is set to revolutionize how businesses operate. It's not just about automation anymore, but fundamentally transforming IT services and operations to drive innovation and efficiency for business too. Generative AI has the potential to redefine IT infrastructure, leading to more personalized, responsive, and efficient services to its stakeholders.

According to Juniper Research, did you know that using conversational AI powered bots in businesses can save up to 2.5 billion hours by year 2024? That's because, on average, a customer support representative deals with around 17 interactions every day. These stats highlight the huge impact of AI-powered conversational agents in improving IT operations & support and customer experiences.

Let's explore ways to integrate transformative technologies into our strategies for a smarter, more connected business environment with efficient IT operations and services with measurable KPI to ascertain its success. #GenerativeAI #ITservices #DigitalTransformation #ITOps #ConverstionalAI #AI

Deliver better self-service experience

One of the key benefits of Generative AI solutions is that they can enable better self-service for your users, whether they are employees, customers, or partners.

By using Generative AI’s powered Digital Assistant, you can provide a human like conversational interface that can handle common requests and action, such as resetting passwords, checking order status, or booking a meeting room and many such repetitive tasks and linked actions, without the need for human intervention.

At one of leading software company, 45% of their cases are resolved with conversational AI Bot and 30% are resolved through Omni-channel and offline resolution (L2), 15% are bot to bot case transfer / routing for related business functions and 10% are only required specialized attention by (L3) level advisors or specialists.

This can reduce the workload of your service desk agents, improve user satisfaction, and lower operational costs with it being available 24 X 7.

Some of the measurable KPIs for this benefit are:

• The percentage of requests that are resolved by the digital assistant without escalation to a human agent.
• The average time to resolution for requests handled by the Digital Assistant
• The user satisfaction score (e.g., Net Promoter Score) for the Digital Assistant experience.
• The cost savings per request handled by the Digital Assistant.

Detect major incidents and its Impact

Another key benefit of Generative AI solutions is that they can help you detect major incidents before they escalate and impact your business.

By leveraging Generative AI in the IT Services Management (ITSM), IT Operations Management (ITOM) and Customer Service Management (CSM) applications, you can proactively identify similarities across open incidents or cases, and group them into a single major incident.

This can help you reduce the noise, prioritize the most urgent issues, and assign the right resources to resolve them quickly.

Some of the measurable KPIs for this benefit are:

• The number of major incidents detected by AI versus manually.
• The average time to detection for major incidents.
• The average time to resolution for major incidents.
• The business impact (e.g., revenue loss, customer churn, reputation damage) of major incidents.

Route and prioritize work with automation

A third key benefit of Generative AI solutions is that they can help you route and prioritize work more efficiently and effectively.

By using Generative AI-powered classification engine, you can automatically categorize and assign requests to the appropriate teams and agents, based on the content and context of the request.

This can help you avoid misrouting, delays, and bottlenecks, and ensure that the most important and urgent requests are handled first.

Some of the measurable KPIs for this benefit are:

• The accuracy of the AI-powered classification engine.
• The percentage of requests that are routed correctly on the first attempt.
• The average time to assignment for requests.
• The average time to resolution for requests.

Discover hidden patterns for improvement

A fourth key benefit of Generative AI solutions is that they can help you discover hidden patterns and insights from your data. By using Generative AI-powered clustering engine, you can continuously group clusters of related items, such as incidents, cases, tasks, or articles, and identify the common themes, root causes, and best practices for each cluster. This can help you uncover trends and opportunities for improvement and optimize your processes and workflows.

Some of the measurable KPIs for this benefit are:

• The number of clusters generated by the AI-powered clustering engine.
• The relevance and usefulness of the clusters for your business goals.
• The actions and outcomes derived from the clusters.
• The improvement in key metrics (e.g., resolution time, customer satisfaction, productivity) as a result of the clusters.

Optimize knowledge bases for quality content

A fifth key benefit of Generative AI solutions is that they can help you optimize your knowledge bases and content.

By using Generative Ai-powered content analysis engine, you can automatically scan your knowledge articles and identify gaps, duplicates, and outdated information.

This can help you improve the quality and relevance of your content and ensure that your users can find the answers they need quickly and easily.

Some of the measurable KPIs for this benefit are:

• The number of knowledge articles analyzed by the AI-powered content analysis engine.
• The number of knowledge gaps, duplicates, and outdated information detected by the AI-powered content analysis engine.
• The number of knowledge articles updated, created, or deleted because of the AI-powered content analysis engine.
• The user satisfaction score (e.g., Net Promoter Score) for the knowledge base experience.
• The deflection rate of tickets and calls by the knowledge base.

Quickly identify opportunities to automate

A sixth key benefit of Generative AI solutions is that they can help you quickly identify opportunities to automate your tasks and workflows.

By using Generative AI-powered automation recommendation engine, you can automatically scan your processes and workflows and identify the best candidates for automation.

This can help you end the struggle with how and when to turn-on automation solutions from Generative AI, and increase deflection, efficiency, and accuracy, while lowering MTTR and costs.

Some of the measurable KPIs for this benefit are:

• The number of processes and workflows analyzed by the AI-powered automation recommendation engine.
• The number of automation opportunities identified by the AI-powered automation recommendation engine.
• The number of processes and workflows automated because of the AI-powered automation recommendation engine.
• The improvement in key metrics (e.g., deflection, efficiency, accuracy, MTTR, costs) as a result of automation.

Recommend actions and deliver answers

A seventh key benefit of Generative AI solutions is that they can help you recommend actions and deliver answers to your agents and users.

By using Generative AI-powered recommendation engine, you can automatically suggest relevant tasks and content to your agents and users, based on their current context and situation.

This can help you connect the dots for your agents and users and help them solve issues faster and more effectively.

Some of the measurable KPIs for this benefit are:

• The accuracy of the AI-powered recommendation engine.
• The number of tasks and content recommended by the AI-powered recommendation engine.
• The number of tasks and content accepted and used by the agents and users.
• The improvement in key metrics (e.g., resolution time, user satisfaction, agent productivity) because of the recommendations.

Empower users with search

An eighth key benefit of Generative AI solutions is that they can help you empower your users with search. By using Generative AI-powered search engine, you can provide highly accurate and relevant search results for your users, across all your applications and content sources. This can help you enhance the user experience and ensure that your users can find what they are looking for quickly and easily.

Some of the measurable KPIs for this benefit are:

• The accuracy and relevance of the AI-powered search engine.
• The number of searches performed by the users.
• The number of clicks and conversions from the search results.
• The user satisfaction score (e.g., Net Promoter Score) for the search experience.

Supercharge productivity

A ninth and final key benefit of Generative AI solutions is that they can help you supercharge productivity for everyone across every workflow.

By using Generative AI-powered solutions, you can automate, optimize, and enhance your processes and workflows, and deliver faster and better outcomes for your business.

This can help you unlock efficiency, innovation, and growth, and create a better work experience for your employees, customers, and partners.

Some of the measurable KPIs for this benefit are:

• Percentage of tasks automated, and the time saved due to automation.
• Average time taken to resolve the incident detection and resolution.
• The number of incidents prevented due to predictive maintenance can be a good indicator of the effectiveness of generative AI.
• CSAT score can be a good measure of its effectiveness.
• System downtime and availability can be a good measure of improved resilience

Conclusion

Generative AI solutions are designed to enhance the capabilities of existing platform and applications by leveraging natural language understanding, machine learning, and advanced analytics.

In this article, we have explored the possibilities of IT Operations & Support services transformation leveraging Generative AI measuring it's success with the relevant measurable KPI.

We hope that this insight has provided you with a clear and compelling overview of the value and benefits of Generative AI solutions in IT Ops and support services transformation and inspired you to explore it further in your business context.