The most important thing to understand about search engines is that there is a difference between being precise and being accurate, which is to say there's a difference between being correct and being helpful. If your knowledge base can't make that distinction, it will have limited usefulness to your organization.
Talla's own Chief Data Scientist, Byron Galbraith, made an appearance on the A.I. in Industry podcast to discuss why your knowledge base needs artificial intelligence. For those of you who read faster than you listen, here's a quick rundown of the topic.
There's a lot of misconceptions out there about AI and what it's capable of doing. It isn't magic, but it can produce amazing results for your business.
In short, AI makes systems capable of adapting and improving processes and situational responses over time. You've likely already had AI improve your everyday life with things like personalized movie suggestions based on your past viewing habits or when your phone's map app seems to know when you're about to drive home. When things just seem smart or personalized just for you, that's usually because of AI working behind the scenes. Now it's time to apply that same intelligence to your business.
One of the biggest mistakes an IT department can make today is to ignore artificial intelligence. With new technology comes digital revolution and it goes without saying how vital it is to stay up-to-date with major, disruptive changes. Similar to the move to mobile and the push toward cloud computing in past years, artificial intelligence is an emerging technology changing the way business is run. AI can be a powerful player in amplifying your business’ success, from automation, to data analysis, to predictive and proactive monitoring.
The service desk, according to the Information Technology Infrastructure Library, is defined as the single point of contact between the service provider and the users. Within any IT department, the service desk is at the heart of communication, becoming the focal point for providing technical services to employees and customers.
Everyone who works in HR has been on the receiving end of a barrage of questions around benefits, holidays, policies and more. Often, they’re the same questions that get asked over and over again. Like each year when benefits opt-in rolls around, explaining the difference between a PPO and an HMO becomes an activity of copy + paste from one email to the next. It’s not why you signed up for the job, but you might view the routine question answering as a necessity - despite it taking away from your more important, strategic, people-focused tasks.
Sharing information has never been more important than today. In the digital revolution, chat is transforming the way we access information in the workplace and stay ahead of the game in a rapidly evolving market. Much of that evolution includes chat itself. With recent chat products like Microsoft Teams (and Talla!), we’re seeing a new technology emerge in the competitive business arena.
Have you ever wondered:
- What exactly are chatbots? Should my business be utilizing them?
- How can A.I. and bots make my employees more productive?
- How should my business evaluate bots in terms of functionality, security, etc.?
- Which specific bots should we be using?
On Wednesday, May 17th at 2pm ET, join us for a webinar to get the answers to these questions and see live demos of Talla, Troops, Growbot, Polly, and more.
Happy workers are more productive. That's not just an axiom; that's science. As such, many organizations are investing heavily in improving employee engagement and satisfaction -- and even the IT department is pitching in.
There isn't an English-speaking IT help desk engineer alive who doesn't deeply, spiritually, achingly understand the concept of RTFM—read the f-ing manual. Luckily, technology may finally have a cure for RTFM with the arrival of the IT Service Assistant .
Topics: IT Service Desk