The eBook Coveo Workplace ITSM 2024 outlines six ways IT and ITSM leaders can use AI search and generative answering to boost productivity and reduce employee frustration. With 38% of the workday spent searching for information and 61% of employees feeling less confident in their roles, AI-powered tools unify knowledge across systems like Salesforce and ServiceNow. Best practices include enabling self-service with personalized portals, reducing resolution time through predictive recommendations, shifting left with online case assist, and providing seamless access to enterprise-wide information. Intelligent chatbots and usage analytics further improve efficiency. Case studies show outcomes like 231K hours of productivity saved, a 78% drop in zero-result searches, and tripled employee satisf

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