Rethinking Service Desk Using AI Understanding the Results of a 2019 Study Rethinking Service Desk Understanding the Results Understanding the Results Avaamo – Rethinking Service Desk Using AI 1 About This Report Conversational AI Past and Present For this first edition of “Rethinking Service Desk Using AI” report, Avaamo conducted a survey of more than 4,000 IT professionals across 15 countries to discover insights and trends in the Service Desk space. We also wanted to understand their perceptions of virtual assistants and gauge any future plans for incorporating conversational AI into their workflows. The Future of Service Desk The advantage of having a virtual agent in Service Desk goes beyond oloading mundane but critical work- flows. By automating repetitive tasks in th

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