Predicts 2018: Technology Procurement Must Transform To Enable Business Objectives

I&O leaders looking to optimize IT operations using IT service management should:
  • Determine receptivity for virtual support agents (VSAs) before making any investment in the technology by observing consumer trends and through directly engaging with business users.
  • Procure VSA technology only when the benefits of efficiency and additional contact channels outweigh any negative impact on customer satisfaction.
  • Plan to wait for complete VSA solutions “off the shelf” to avoid developing experimental technology in tandem with vendors.
  • Establish a foundation in knowledge management using techniques like knowledge-centered service (KCS) to build a valid and dynamic knowledge base before implementing VSA technology.

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