How Conversational AI
is transforming IT Help Desk

On Demand Webinar

Today’s Service Desk (IT Help Desk and Operations) manages more types of support and services than ever. Implementing conversational AI for the Service Desk to automate repetitive tasks and provide self-service options is no longer a “nice to have”— it’s a “must have.” But with so many conversational AI providers in the market, how can organizations select the right solution and maximize their ROI?

Watch guest speakers Charles Betz, Principal Analyst (Forrester), Will McKeon-White, Researcher (Forrester), and Helena Chen, Senior Product Marketing Manager (Avaamo), as they discuss:

  • Findings from the New Wave Report: a look into the past, present, and future of ITSM
  • The criteria for selecting a conversational AI solution and the metrics that drive enterprise value
  • The new world of smart assistants, featuring real use cases and applications of conversational AI in service desk

Charles Betz
Principal Analyst

Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.

Will McKeon-White

Will works as a researcher on Forrester’s infrastructure and operations team, focusing on modern service delivery. His research helps enterprises understand and capitalize on advances in processes and technologies for more effective IT and business service delivery, including enterprise service management (ESM) and IT service management (ITSM) and the use of ChatOps and chatbot capabilities to facilitate better help desk and employee support, incident resolution, and IT team effectiveness.

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