The BPI Network features Bill Guinn on their "Game Changers" series. Bill, the Serviceaide CTO, addresses how Serviceaide is changing the game within the industry, innovation in the company culture, as well as technologies, business models, and trends that will drive the biggest impact on the industry in the next two years.
Serviceaide and Business Performance Innovation (BPI) Network researched the impact AI is having on the service and support industry. This article summarizes the research and gives insight on AI in the Service and Support context.
Building and managing business IT infrastructures has never been an occupation for the faint of heart. That statement is truer today than ever. This article explains the top five reasons CIOs lose sleep when it comes to their businesses.
Serviceaide's new CFO, Randall Tidwell, brings a wealth of financial expertise to bolster the company's AI-driven growth in the IT and business management solutions sector.
In this article, from Global Fintech discusses AI in service management automation, predictive analysis, and knowledge capabilities with Serviceaide's newly appointed CFO, Randall Tidwell. "In joining Serviceaide, who is doing amazing work helping organizations achieve new levels of self-service, workflow efficiency, productivity gains and cost reduction, I saw an opportunity to join a company that was in the midst of rapid technological innovation and business growth that I just could not pass up," states Randall.
Designed to perform and automate cognitive tasks that once required human brainpower, AI has been advancing rapidly of late—in fact, too rapidly for some. Critics, including insiders, have made headlines expressing concerns that AI could cause societal harm by overtaking human intelligence, stealing jobs from knowledge workers and perhaps going rogue as it develops a mind of its own.
Serviceaide updated its IT and enterprise service management platforms on Jan. 18 with the release of the company's winter update, code-named "Kruger." Among the highlights of the update is the integration of the new Serviceaide Automation Orchestration Tool and enhanced asset discovery capabilities. Serviceaide enhanced the Luma virtual agent service with deeper service catalog integration as well as new capabilities that enable users to interact with the service via voice.
The combination of AI-powered knowledge discovery and intelligent chatbots is one way that service organizations can unlock the power of content and data often siloed and spread across an enterprise. The value of data within the modern enterprise is growing exponentially with the advent of new AI models and other solutions. Companies should look closely at where data and AI can deliver the most value within their businesses in 2023 and work toward achieving higher returns.
Sheela Benjamin of Serviceaide On The Five Things You Need To Thrive and Succeed as a Woman In a Male-Dominated Industry. In the United States in 2022, fields such as Aircraft piloting, Agriculture, Architecture, Construction, Finance, and Information technology, are still male-dominated industries. For a woman who is working in a male-dominated environment, what exactly does it take to thrive and succeed? Our ChangeGear guru, Sheela Benjamin talks about navigating work and life as a strong woman in a male-dominated industry.
AI solutions can improve operational efficiency, decision-making, and business outcomes by automating specific processes and delivering valuable intelligence about how to improve business. As businesses develop their IT budgets for 2023, implementing AI across projects and departments will be key in planning for 2023 IT budgets.
It has often been reported that some 95% of Fortune 500 CEOs played competitive sports at some point in their lives. For me, dedication to my sport continues to this day, and I believe it has paid significant dividends in my life as a business executive and entrepreneur.
Organizations worldwide are adopting digital technologies to transform the way they do business. By doing so, companies seek to dramatically improve productivity and efficiency, as well as innovate new customer and employee experiences that improve competitiveness and profits.
Enterprises across industries are utilizing virtual agents for more and more work processes. Virtual agents and conversational AI automate the process of quickly and accurately capturing user issues and providing relevant information to solve issues. The value is increasingly becoming apparent to enterprises from a productivity standpoint, not necessarily to replace knowledge workers.
Serviceaide’s vision is to transform Service Management, across ITSM, ESM or Customer Service. We help you transform your service through digital labor conversations, automation and knowledge.
Organizations including government agencies, banks, retailers, manufacturers, distribution companies, service providers and more are searching for new digital strategies to improve customer interactions, revenue and competitiveness.
Many areas of IT are fungible. You can replace an existing asset with something else that will do the job more cost-efficiently or better. Cloud infrastructure and applications can replace existing spend on on-premise servers and applications. The more fungibility you have in your IT budget, the better.
There has been a lot of hype about the emergence of virtual agents revolutionising the customer service experience. Enterprise Times spoke to Serviceaide’s CEO, Wai Wong and Nancy Bhagat, Business and Marketing executive at Serviceaide about adding intelligence to virtual agents.
Using AI-powered virtual agents as a front end to municipal service help desks could be one major opportunity to improve call center responsiveness, control cost and leverage technology ROI.
The CSN Digital project optimized internal communication and eased the cost with traditional databases. This includes rolling out Luma – the Serviceaide Virtual agent.
IDC predicts that spending on AI systems and solutions will experience a booming cumulative annual growth rate (CAGR) of 20.1% over a four-year period from 2019-2024.
Enterprise service and support is one critical area of business that can gain huge advantages by closing the knowledge gap. AI-powered virtual agents with a knowledge hub can be a powerful bridge in closing this knowledge gap.
The value of an intelligent virtual agent with automation and knowledge is very tangible. As companies improve request responses, both providing the right information as well as speeding up the process, they also optimize through directed assisted learning.
When it comes to growth, acquisitions are often a valuable strategic weapon that can accelerate time to market and efficiently capture new customers, talent, resources and product lines.
Data is only as valuable as your customer service agents' ability to access and use it. If a human agent cannot find the correct information or does not fully understand the insights it provides, the customer's experience is going to suffer.
Advanced chatbots can reduce the vulnerability of systems by funneling communications through highly secure protocols and by providing appropriate access to virtual agent knowledge and skills.
The Luma VA 2.X series architecture will enable the integration of automation and knowledge management capabilities to be launched later this year. This includes advanced analytics and reporting.
Serviceaide, Inc., a global provider of intelligent, enterprise service management solutions, announced the launch of the Luma Virtual Agent 2.X Series, with a new architecture designed to provide superior digital support and service.
Executives are always conscious of cost-cutting and increasing efficiencies — especially with disruptions due to COVID-19. AI-powered solutions can address cost savings and business continuity.
Chatbots are being deployed by organizations for a variety of purposes. Some chatbots are relatively simple and limited to answering questions with pre-loaded answers, while others are intelligent and possess the ability to learn.
Artificial intelligence is widely recognized today as a technology domain with broad and profound implications for almost every facet of business and human endeavor. With hundreds of potential use cases in the enterprise, many business and IT executives are asking themselves where to begin.
As government agencies around the world consider new technologies and invest in solutions to narrow the gap between public- and private-sector experiences, they should look to artificial intelligence.
An interview with Wai Wong, the CEO of Serviceaide, whose company is reinventing innovation in the AI Virtual Agent industry. He says, the AI model, based around insights and encoded knowledge, will be extremely impactful in the coming years.
An interview with Wai Wong, the CEO of Serviceaide, whose company is reinventing enterprise service management through the implementation of artificial intelligence and a virtual agent solution called “Luma”.
Learning the right questions to ask when evaluating chatbot technologies and the benefits and challenges of integration.
Enterprise service management (ESM) benefits a business by improving the delivery of the services that employees need to perform their roles effectively.
Luma Automation, combined with Luma Virtual Agent, includes several individually unique points and value for customers.
Luma Automation tool promises to take ‘AI powered virtual agent technology to a whole new level of automated response’.
The automation solution can be integrated with Serviceaide’s AI-based Luma Virtual Agent, allowing users to automate numerous tasks for virtual agents through a conversational interface.
The addition of Luma Automation to Serviceaide’s Luma Virtual Agent makes requesting and receiving service help as simple as sending a text or voice message.
For chatbots to remain in enterprise futures, developers and data scientists need to get flexible. From open source to intelligent sharing, chatbot collaboration will boost benefits.
All AI-enabled ITSM tools aim to streamline and automate IT operations, but buyers must make the right selection to get the most out of these products.
With the right solution, issues such as password resets can be resolved without involving human agents.
Virtual agents are enabling organizations to provide better customer service experiences. Better service means improved productivity. Find out what to consider when selecting a Virtual Agent.
Serviceaide has added capabilities to Luma, its intelligent virtual agent. Learn more about the new features in this article:
Service desk chatbots are just the beginning. AI-driven tools will soon tap predictive analytics for better decision making in incident management, demand planning and more.
Serviceaide has upgraded Luma, a virtual agent for automating IT and other service management functions. The new capabilities are listed here.
Ingram Micro has signed an expanded cloud distribution agreement with Serviceaide, targeting the channel across the wider Asian market. Learn more in this article:
Serviceaide has a new distribution agreement with Ingram Micro to offer Luma, its AI-powered virtual agent, to resellers through the Ingram Micro Cloud Marketplace.
Luma Upgrade Delivers New Automation and Skills-Building Capabilities that Make 24×7 Services More Cost-Effective and Intuitive for Support Teams and End Users.
For too long, IT service desk teams have struggled with tools which are inadequate for maintaining complex organizational infrastructures. Learn why the future doesn’t have to be a repetition of the past:
Virtual agents are empowering federal, state and local governments to offer better customer support experiences to employees. Find out more in this GCN article:
Virtual agents enable companies of all sizes to offer round-the-clock customer service without adding headcount. Learn why in this article from CIO Review:
While marketing leaders may be inclined to focus on output, they shouldn’t forget about keeping their staff motivated and inspired, and creating great customer experiences.
