New Voice AI automates call intake, triage, and dispatch to reduce costs and improve customer experience NEW YORK, NY, ...

Service desk chatbots and automated request routing are just the beginning. AI- and ML-driven tools will soon tap predictive analytics for better decision making in incident management, demand ...

The technologies in our personal lives — navigating Amazon for the first time, for example, or hailing our first ride from Uber — taught us about self-service. Now, at work, we expect the same quality ...

The U.S. Customs and Border Protection has announced plans to launch a competition for a contract to provide technology service desk operations support services for its Office of Information and ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. The help desk software market is growing rapidly as ...

‘This capital allows us to scale while maintaining the same degree of engagement, thoughtfulness and product design our partners expect. Our focus hasn’t changed: We’re here to help MSPs operate their ...

To help promote insourcing and quality control, Toyota Motor North America is leveraging generative AI for HR and IT service desk requests. “One of my bold bets is I want to eliminate our traditional ...

One of the best investments a service provider can make is in a service desk, a move which not only can help keep clients happy but one that can lead to future follow-on business and even new service ...

Whether you’re on the IT team at a company or work for a managed service provider (MSP), a help desk ticketing tool is a must for providing solid tech support. These applications give IT staff and end ...

Service desk agents are here to help, and we all prefer to talk to an understanding person than a chatbot when wrestling with an IT problem. Unfortunately, it’s this human element that cybercriminals ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...