AI Service Desk chatbots continue to accelerate detection and resolution of issues for both end-users and technicians, thus bridging the experience gap between journeyman technicians and younger generations.

I see AI powered Help Desks that allow for business users, not developers, to be able to design and manage personalized chatbot workflows using their domain expertise and data in real time.

There is not enough data to power a true generative AI chat interface. Chatbots will be useful when we learn how to use our limited service desk dataset.

The significance of chat apps to service basic tasks and requests is really as an entry point to AI for most companies. The real key will be integrating AI strategically across the organization.

Chatbots can automatically learn urgency of customer requests, thereby moving people up and down in a queue based on the priority of requests, disrupting the first-come-first-serve model.

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