The Service Desk Institute (SDI) have shared an article I originally wrote for our Staff Update about some of the ways we’re using AI within IT Services.
The principle behind the work is simple: use AI for the things it can organise, analyse or draft safely, giving people more time for investigation, judgement, conversation and improvement.
The article covers Bobbie, our IT Services AI agent, including how we’re using AI for ticket triage, identifying potential Problems, acting as a critical friend for changes and helping us understand the digital experience.
September gave us a good example of what that can look like in practice. We handled 3,240 tickets, 23% more than the previous September, while maintaining4.99/5 customer satisfaction. AI-supported triage is running at around 95% accuracy and released capacity equivalent to around two members of staff during the peak.
There’s plenty more we want to explore, but keeping people in control remains at the heart of how we’re approaching it.
Have a read of the SDI article below.
https://www.servicedeskinstitute.com/resources/ai-that-supports-people-runshaw-college/
