This white paper reframes AI in service management from a customer-centric perspective. While many organizations deploy AI for efficiency—automating tasks, accelerating resolution, and easing IT burdens—the deeper value lies in enhancing customer experience (CX). With the rise of Generative AI and Copilots, the real opportunity is aligning operational gains with customer outcomes. AI should bridge efficiency and empathy, empowering employees to deliver more thoughtful, creative, and impactful service—not just cut costs. True transformation comes when AI drives both internal excellence and external satisfaction.

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