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6 Benefits of Implementing an ITIL Process in 2018

Jun 28, 2018 12:00:00 PM

Efficiency is at the core every effective service desk. When procedures are in place to help resolve incidents quickly – and those processes are properly carried out by experienced CSRs – the results are high CSAT scores and customer loyalty.

At Alphanumeric, we spend a lot of time helping our clients set up ITIL processes for this very reason. If you don’t have an ITIL process in place, here are six benefits of implementing one in 2018.

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Can an AI Virtual Assistant be Used in Your Service Desk Environment?

Jun 26, 2018 5:00:00 PM

Increasingly, enterprises are adding artificial intelligence to their service desks to improve customer service, reduce costs, and increase profits. AI can be used in a variety of ways, from a simple chatbot to an AI virtual assistant.

At Alphanumeric, we often hear from clients who want to know if adding an AI virtual assistant to their service desk makes sense. It’s important to consider the ramifications and costs before you invest in AI. Here are some questions that may help you decide.

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6 Chatbot Design Standards and Strategies You Should Know

Jun 22, 2018 10:00:00 AM

The use of chatbots for customer service and other routine tasks has become increasingly common. Alphanumeric has extensive experience designing, implementing, and optimizing chatbots on behalf of clients.

One topic we get a lot of questions about is chatbot design. Companies that want to design chatbots aren’t sure what standards to use, or which strategies can help them have a successful launch. Here are six standards and strategies to help your company create a successful chatbot design strategy.

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