Tag Archives: AI

Identifying common points of failure in technology implementation

Mia Campbell
IT Support Services
Leeds Beckett University

The Service Desk and IT Support Show, June 2018

Attending SITS18 in June, courtesy of a UCISA bursary, has helped me learn about the most common points of failure in an implementation programme. These include:
  • Ineffective coaching program
  • Management not taking ownership
  • No workflow or content standard
  • Wrong metrics
  • Seeing it as just a project.
From one of the SITS sessions, I learnt that Eptica had compiled some interesting stats together this year from customers which are useful to be aware of:
91% of customers report that they become frustrated if they are not able to find answers they are looking for online quickly
75% of customers report incidents where agents haven’t had the right or sufficient information to be able to answer their question
70% say that they often experience inconsistent answers between channels
94% of customers say a high-quality response makes them loyal.
By looking at these statistics, it looks as if communication is the key factor which makes and breaks a successful service.

The role of AI

We must adapt to change and the change in how early/what technology people are introduced to. There were a number of different sessions which looked at AI over the course of the conference including: ‘The role of AI and the automation in the rebirth of IT’ and ‘What AI will mean for ITSM and you’. AI is now a key component in many households, which the newest generations are now experiencing at a very early stage. However, there is still an audience that has not had the same experience and may struggle to adjust. One of the speakers stated that in 2011 it had been predicted that by 2020 customers will manage 85% of its relationship with an enterprise without interacting with a human. It is quite noticeable today that it is in fact quite close to that already. So with AI, how can it be harnessed as a tool to make an efficient service for the customer?

The importance of individuals

This follows a point on performance of individuals. Although we are human and not robots we should have a uniform/quite identical approach and knowledge database when assisting a customer so that we can provide an effective and positive service. We can all be guilty of cherry picking who we want to deal with to get the satisfaction we need, but all involved should be able to provide that; behaviour and knowledge are very important factors in providing good customer experience. ‘Shift left’ is a great example of this as it reduces the time a customer has to spare to receive a resolution, but also helps the person/people providing the support to be more efficient and productive in their work. This may possibly save time from unnecessary escalation and provide more time on tasks that may require additional focus.
Other points noted regarding what makes a service/tool run well are as follows:
Consolidation, Compliance, Security, Adoption, Optimisation, Integration, Mobilisation, Collaboration, Collaboration, Efficiency, Productivity.
To elaborate on a couple, Adoption is a key element on both user and support side. The service/tool needs to be adopted as smoothly as possible to enable the service overall to be at its constant prime, so that it can resume or start as expected to complete its duties. Mobilisation is also another factor which relates to availability. In order to achieve the optimal service for a customer, such as online remote support, mobility plays an important part providing support no matter where the customer is.

I met with Sally Bogg for a short while on the first day who is the head of our end services at Leeds Beckett and was also talking at SITS on career development for women in IT.  We attended a keynote session on Women in Technology lead by Dr Sue Black OBE. It was quite inspiring and Dr Black had some amazing stories which she kindly shared with us all.

Conclusion

Although my role is not a managerial one and I cannot make decisions regarding the take-up of tools, it was a pleasure to learn about them. It has been a great experience to take this information back for research purposes and also to document in these blogs how we can improve our attitude and processes. I also spoke to the vendors about how colleagues and I have utilised these tools. The vendors were glad to receive feedback at the event which they could take back to improve their provision to us all.
I spoke to many individuals at this event and it has not only been beneficial for my role but also for my own confidence. Thank you very much to UCISA for the opportunity to attend this event – it is one that I’ll keep with me.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.

Learning about the importance of customer feedback at SITS18

Mia Campbell
IT Support Services
Leeds Beckett University

The Service Desk and IT Support Show, June 2018

The seminars at SITS2018, which I was able to attend courtesy of a UCISA bursary, consisted of hour long talks. I have condensed here and in my next blog, information that was mentioned in the talks, which I believe may be helpful to colleagues.

Key points included learning that:
A vision for a project should be: Direct, clear, brief, achievable, believable
The mission for a project should include: What, how, from whom, why
In order to understand requirements, it is important to look at: processes, strategy, functionality, output, future
Future requirements for IT services are likely to include: Shift left testing, self-service/help/healing, AI/chatbots, business relationship management, predictive analytics
Effective research should include: Engaging with experts, engaging with community, demo, SDI intelligence, seminars, software showcase
The following inputs provide opportunities to improve: Customer satisfaction surveys, complaints/compliments and suggestions, management reports, major incident and quality reviews, cross-functional meetings, corridor conversations, social media.
These foundations should help create and sustain success if applied correctly and should continue to be focused on even after the initial launch date. For instance, if maintained, regular performance reviews will help improve services. Another factor that is sometimes overlooked, is when a small and quick addition or change is made. These play a big part in improvement and promotion of the tool.
Other areas that are important to consider include the fact that customers do not necessary want a silent switch out and may like to be informed of improvements being made to the system they use. It is important to advertise the product/tool that is being put in place, inform users why there is an improvement but also underline how it should not be problematic for the users to get the service they require. Customer experience is a huge factor in whether something fails and this should be constantly monitored.
Pictured here is a cycle of processes that I was shown at the conference, which I believe are important from the presentation by Matt Greening, ‘The Naked Service Desk’. It is a good way to further understand satisfaction levels. Correspondingly, another speaker that day underlined that ‘user experience drives improvement’ so keeping, observing and collating this useful data, can help lead to improvements.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.

 

Is Jill Watson after your job?

She began work as a teaching assistant at Georgia Tech in January 2016, helping students on a masters level artificial intelligence course. At first, she needed help from her colleagues but she soon learnt and it wasn’t long before she was providing support to all students without assistance. Human assistance that is. “Jill” was the creation of course leader Ashok Goel – an artificial intelligence tutor developed using IBM’s Watson platform.

The course was entirely online and questions were submitted via an online forum. Initially the AI derived answers weren’t so good so the human tutors responded. But as time went on “Jill”’s answers improved so the tutors took the answers and posted them to the forum. Within a short space of time, the answers were near perfect and the AI instance was responding directly to the students. The students were not aware that they weren’t dealing with a real person – but then, do they really care if they are getting good advice?

This isn’t the only form of AI that I have seen applied in the education environment. At EDUCAUSE last year, I saw a demonstration of an AI based chat bot that guided an applicant through the process of identifying a suitable course at university and ultimately the application process itself. I was driving the questions, playing the role of the applicant – the responses were reassuring and at the end of the process, I felt satisfied that I had been given good advice.

In both instances, the AI instance will have had to learn from real life examples to build up its knowledge bank in order to make informed decisions. In the case of Jill Watson, that learning took little time; with the AI applications assistance there was more initial programming which was underpinned by some clear rules and expectations. But given that in both examples, the AI instance learnt from patterns of behaviour exhibited by real people, is there scope for using artificial intelligence at the service desk?

The answer has to be yes. The service desk system has a wealth of information about problems and their solutions that can be drawn upon and used to address submitted problems. There are many repetitive questions that get asked of a service desk which could easily be handled by an AI instance. Many service desks have identified these – password resets being an obvious example – and have sought to reduce the impact of these through FAQ sections and similar channels. But how effective are these mechanisms? Do they help deliver a one stop shop?

Could AI further aid service desk staff? It could – dealing with repetitive queries is one thing but artificial intelligence could be deployed to recognise similar questions from the bank of queries in the service management system and identify solutions. The service desk staff would then be able to give a quicker response rather than having to re-learn how to deal with a problem or seek out the expert that dealt with it last time around. Alternatively, the AI system might identify the person with the most expertise and route the query accordingly.

AI is far quicker at identifying patterns than people. As a result an artificial intelligence based system would give an earlier indication of an incident or bug and so help the service desk respond more quickly (perhaps before some realised there was a problem).

So where will that leave the service desk? Will the use of AI allow service desk staff to focus on the really meaty problems that are more satisfying to solve or will it give staff the opportunity to focus on new areas? Alternatively, will it lead to a deskilling of staff, an unrewarding role reduced to passing on solutions that are drawn down from a vast body of previous experience? Is Jill Watson going to take your job?