Astound for Slack reinvents the enterprise help desk

Menlo Park, CA (February 22, 2018) — Astound, an enterprise software company applying machine learning and natural language processing to automate service and support for customers like [...]

Applying AI technology to ITSM: the difference between NLP & NLU and why it matters for enterprise IT (part three)

In my previous post, I shared examples of how AI and machine learning (ML) technologies are being applied and delivering value in IT today. We also reviewed how historical and observed data is [...]

Ready to reduce MTTR, cost per ticket and cut call volume by up to 70%? Listen and learn how to lead your IT team’s service strategy in 2018.

In my recent podcast, I was joined by Brian Lee, Senior Solutions Consultant, Neva. We discussed how and why AI-driven automation improves the utilization of technology resources and allows IT [...]

AI-driven automation: IT and business user advantages fuel early adoption

As with earlier types of emerging technologies (most recently cloud, mobile and social), there is a level of uncertainty and new considerations that IT must address when assessing AI for ITSM. [...]

AI-driven automation: the future of ITSM   

In my career as an industry analyst, I would frequently field inquiries from large software vendors, service providers and enterprises asking questions such as, “are enterprises going to adopt [...]

Ready to automate ITSM with AI? Here’s how.

Whether it’s voice-powered personal assistants or connected smart homes, Artificial Intelligence (AI) and machine learning (ML) technologies are increasingly finding their way into our personal [...]

FUSION 17 recap: artificial intelligence is accelerating the shift from service management processes used in IT to other lines of business

On Oct 31-Nov 3, 2017 team Neva joined ~700 other ITSM enthusiasts in Orlando FL, for the annual FUSION conference. The news that this would be the last jointly hosted HDI and itSMF FUSION [...]

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